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The NTRA Issues Q4 2020 Report on “Telecom Service Users’ Complaints Tracking and Follow-up System”

Within the framework of the keenness of the National Telecom Regulatory Authority (NTRA) to support the users’ rights and ensure the provision of high-quality telecom services in the Egyptian market, the NTRA has issued its fourth-quarter Report on “The Telecom Service Users’ Complaints Tracking and Follow-up System” (for the period from October to December 2020). It displays the most significant indicators for the complaints filed by the users of mobile, fixed and fixed internet services. The report mentions as well the rate of complaint resolution and the average time taken to resolve a complaint after its escalation to the NTRA.

The NTRA receives complaints from telecom service users against their service providers round the clock, via various channels:

the NTRA’s Call Center (#155), in addition to electronic means of communication that the NTRA has introduced to facilitate communication with users and provide non-traditional channels for receiving complaints. Chief among these non-traditional channels are the NTRA’s website, its pages on the social networking sites and the Instant Messaging App (WhatsApp). This has led to the submittal of 54,563 complaints during the fourth quarter of 2020, compared to 51,318 complaints received during the previous quarter, with an increase of 6%. The report has highlighted many significant points, most importantly the following:

The following is a detailed summary of the complaints about mobile devices, and mobile and fixed internet services:

Firstly, Complaints of Mobile Device Users against their Service Providers:

The total number of complaints escalated to the NTRA by mobile device owners against vendors or agents is 1,278 complaints during the fourth quarter of 2020. The rate of complaints resolution amounts to 85%, and the average time taken to resolve a complaint has been 4.5 days.

The most significant complaints of mobile device users are as follows: Around 41% of the grievances submitted were about technical inspection results, 35% thereof were about delayed device maintenance, 14% were about device replacement rejection, and 10% of the grievances were about recurring defects in the devices after their repair.

The average complaint resolution time for each agent was as follows: 1.8 days for Sky company, 2.6 days for Safi company, 5.2 days for Raya Distribution Company, 5.7 days for I2 company, and 5.7 days for Roya company.

Secondly, Complaints of mobile phone service users against their service providers:

The rate of mobile phone complaints is 17 complaints per 100,000 subscribers; the rate of complaints resolution after their escalation to the NTRA amounts to 94.4%, and the average time taken to resolve a complaint has been 1.2 day.

Thirdly, Complaints of Fixed Internet Service Users against their Service Providers:

The rate of fixed internet service complaints is 314 complaints per 100,000 subscribers, and the rate of complaints resolution after their escalation to the NTRA amounts to 97.1%. The average time taken for resolving a complaint is 2.65 days.