In line with the National Telecom Regulatory Authority’s (NTRA) keenness on supporting the user rights and ensuring high-quality services in Egypt’s market, NTRA issued its semi-annual follow up report on telecom user complaints for the period between January and June 2021. The report presents the most important indicators in respect to landline, mobile, as well as fixed internet user-complaints, alongside the rate and time of responses to such complaints post being escalated. 

NTRA receives telecom user-complaints regarding operators via the call center on (155). In Addition, it has recently provided new e-channels to facilitate communication with users as well as to deliver non-traditional channels for complaints; such as, NTRA’s website, e-mail address as well as instant messaging apps like WhatsApp. In fact, 117.298 complaints were received during the first half-year period as a result of these procedures. Operators’ response rate to complaints during the same period reached 92%, while response time was two days in average. The following figures are actually presented being the most important information conveyed by the semi-annual report:

• 117.298 complaints were escalated to NTRA regarding telecom operators including 19.686 landline complaints by 17%, 35.923 mobile complaints by 31% and 61.689 fixed internet complaints by 52%.
• 86% of complaints were received via the call center (155), whereas 9% of complaints were registered on NTRA’s website. It is worth noting that 4% of complaints was raised via WhatsApp and 1% via e-mail.
• 52% of complaints was received in Greater Cairo and 23% in Delta. Meanwhile, 11% of complaints was raised by users in each of Alexandria and Upper Egypt and 3% in the Suez Canal area.

The following is a detailed presentation of landline, mobile and fixed internet complaints: 

First: Landline user-complaints:

Landline complaints scored a number of 206 / 100 thousand subscribers, whereas the response rate of complaints after being escalated to NTRA had reached 85% and the average response time had been 3.4 days. Landline complaints were most importantly about breakdowns by 67%, delayed activation of lines by 13%, service quality by 8%, customer service by 3% and about billing as well as credit services. Furthermore, complaints were geographically distributed as follow: 62% in Greater Cairo, 18% in Delta, 10% in Upper Egypt, 8% in Alexandria and 2% in the Suez Canal area.

Secondly, mobile-user complaints against operators:

Number of mobile complaints was 35/ 100 thousand subscribers, whereas the response rate to complaints after being escalated to NTRA had reached 92% and the average response time had been 1.4 days.

• Vodafone: Number of complaints escalated against Vodafone was 36/ 100 thousand subscribers, whereas the response rate and the average response time scored 92% and 0.6 days respectively, post escalation. Most of these complaints were about mobile wallets by 22%, service quality by 20%, billing and credit service by 19%, Mobile Number Portability Service (MNP) by 17% and customer service by 4%.
• Orange: It was complained against by 41 complaints/ 100 thousand subscribers, whereas response rate to complaints after being escalated to NTRA had reached 90%. Average response time had also been 2 days. Furthermore, most of these complaints were about billing and credit service by 28%, MNP service by 22%, service quality by 16%, service-subscription without notification by 10% and mobile wallets by 8%.
• Etisalat: Number of complaints raised against Etisalat was 26/ 100 thousand subscribers. The rate of response to complaints after being escalated to NTRA had reached 94% and the average response rate had been 2.2 days. Furthermore, most of these complaints were about MNP service by 34%, service quality by 26%, mobile wallets by 13%, billing and credit services by 12% and customer service by 3%.  
• Number of complaints raised against WE was 41/ 100 thousand subscribers. Meanwhile, the rate of response to complaints after being escalated to NTRA had reached 97% and the average time of response had been 0.96 days. Moreover, most of these complaints were about MNP service by 35%, billing and credit service by 23%, service quality by 14%, mobile wallets by 4% and customer service by 4%.

Thirdly, fixed internet-user complaints against operators:

Number of fixed internet complaints was 676/ 100 thousand subscribers, whereas the response rate to complaints after being escalated to NTRA had reached 95% and the average response time had been 2.1 days.

• Vodafone: Number of complaints escalated against Vodafone was 1274/ 100 thousand subscribers, whereas the response rate and the average response time scored 96% and 0.32 days respectively, post escalation. Most of these complaints were about inability to cancel subscription by 41%, line reserved without notification by 27%, service quality by 14%, billing and credit service by 7% and customer service by 7%.
• Orange: It was complained against by 3424 complaints/ 100 thousand subscribers, whereas response rate to complaints after being escalated to NTRA had reached 94%. Average response time had also been 1 day. Furthermore, most of these complaints were about inability to cancel subscription by 41%, line reserved without notification by 33%, service quality by 14%, billing and credit service by 7% and customer service by 1%.  
• Etisalat: Number of complaints raised against Etisalat was 2413/ 100 thousand subscribers. The rate of response to complaints after being escalated to NTRA had reached 96% and the average response rate had been 3.7 days. Furthermore, most of these complaints were about inability to cancel subscription by 51%, line reserved without notification by 34%, service quality by 7%, billing and credit service by 4% and customer service by 1%.  
• Number of complaints raised against WE was 284/ 100 thousand subscribers. Meanwhile, the rate of response to complaints after being escalated to NTRA had reached 94% and the average time of response had been 2.7 days. Moreover, most of these complaints were about service quality by 51%, billing and credit service by 23%, lin reserved without notification by 11%, inability to cancel subscription by 4% and customer service by 4% as well.   

Procedures taken by NTRA to uphold user rights

1.  Capacity of user complaint center is doubled

Capacity of telecom user complaint center (155) is doubled by NTRA to work throughout the week by 14 hours daily. This is to ensure that user complaints are received around the clock. 

2  Fixed internet service providers are obliged to update the process of subscribing to/ unsubscribing from their services.

Fixed internet service providers are obliged by NTRA to update their process of subscribing to/ unsubscribing from fixed internet services. Time period necessary for executing requests must not exceed one week at maximum, starting from the time the request is submitted. In fact, this is driven by NTRA’s follow up with customer complaints about the lines reserved without notification as well as the time required for canceling line reservations. The new process would be brought into action as of October 2021.

3.  New initiatives are launched to empower the people of determination.

The service of receiving and resolving complaints in sign language for the people of determination as valued users, is launched by NTRA. This service is available via video-calls on NTRA’s website.

4.  Protecting telecom user rights

Mobile operators are obliged by NTRA to inform users via SMS of any credit deductions on re-charge. Fixed internet service providers are also required to inform users via SMS of package consumption once reaching 50%, 75% and 100% respectively. This would enable users to track their consumption.

5 Entitled users were refunded after their complaints had been verified by NTRA

EGP 2 million were refunded to users, during the time period between January and June 2021, after their complaints against service providers had been verified. Refunds were distributed as follow according to complaint types; mobile calls (billing/ credit) by 68%, wrong claims by 19%, service subscription without notification by 9% and roaming service by 4%. Meanwhile, the rate of refunds per operator was as follow; Orange by 65%, Vodafone by 23%, Etisalat by 10% and WE by 2%.