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The National Telecommunications Regulatory Authority (NTRA) Issues the Telecom Service Users’ Complaints Report for the First Half of 2025
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 1 September 2025

In line with its commitment to protecting user rights and ensuring the delivery of high-quality telecom services in the Egyptian market, the National Telecommunications Regulatory Authority (NTRA) has issued its Telecom Service Users’ Complaints Monitoring Report for the first half of 2025. The report highlights the key indicators related to complaints submitted by users of fixed and mobile voice services, fixed internet services, and mobile handsets, including the percentage and time of operator response after escalation to the NTRA.

The NTRA receives user complaints against their service providers through the call center (155), in addition to several electronic channels introduced to facilitate communication and provide non-traditional complaint submission routes. These include the My NTRA mobile application, the NTRA website, email, and WhatsApp. During the first half of 2025, a total of 123,857 complaints were received. Operators’ response rate reached 97%, with an average response time of 1.1 days. Key highlights of the report include:

Summary of Escalated Complaints

A total of 123,857 complaints were escalated to the NTRA, including:

  • 59,554 mobile service complaints (48%)

  • 34,261 fixed internet complaints (28%)

  • 27,734 fixed telephone complaints (22%)

  • 2,308 mobile handset complaints (2%)

Complaint submission channels:

  • 84% via call center (155)

  • 9% via NTRA website

  • 3% via WhatsApp

  • 3% via My NTRA app

  • 1% from social media

1. Mobile Handset Complaints

A total of 2,308 complaints were escalated to the NTRA in the first half of 2025, with a 100% response rate and an average response time of 3.8 days.

Key complaint types:

  • 57% recurring device malfunction after repair

  • 27% rejection of replacement requests

  • 16% objection to the dealer’s technical evaluation

Average resolution time by dealer:

  • Raya: 6.8 days

  • i2: 7.2 days

  • Sky: 5.3 days

  • Ro’ya: 4.9 days

  • Safi: 5.6 days

2. Mobile Service Complaints

  • Complaint rate: 51 complaints per 100,000 subscribers

  • Operator response rate after escalation: 97%

  • Average response time: 0.24 days

By operator:

  • Vodafone: 50 complaints / 100k subscribers | 97% response | 0.09 days

  • Orange: 63 complaints / 100k subscribers | 95% response | 0.41 days

  • Etisalat (e&): 43 complaints / 100k subscribers | 97% response | 0.14 days

  • WE: 37 complaints / 100k subscribers | 98% response | 0.55 days

3. Fixed Internet Service Complaints

  • Complaint rate: 282 complaints per 100,000 subscribers

  • Operator response rate: 98%

  • Average response time: 1.24 days

By operator:

  • Vodafone: 406 complaints / 100k | 99% response | 0.05 days

  • Orange: 909 complaints / 100k | 99.7% response | 0.08 days

  • Etisalat (e&): 903 complaints / 100k | 99.9% response | 0.03 days

  • WE: 198 complaints / 100k | 97% response | 2.11 days

4. Fixed Telephone Service Complaints

  • Complaint rate: 204 complaints per 100,000 subscribers

  • Operator response rate: 95%

  • Average response time: 2.54 days

Refunds Issued to Users

A total of EGP 681,000 was refunded to users after the NTRA verified the validity of their complaints, with the majority (76%) linked to mobile wallet complaints.

Key Measures Taken to Support User Rights

1. New Organizational & Technical Measures to Identify Callers

To enhance transparency and reduce nuisance calls, the NTRA has introduced new measures:

  • Launch of Caller ID for fixed-line phones, displaying the caller’s identity including promotional callers

  • Suspension of any device using unregistered lines for promotional calls more than once

  • Expansion of caller identity services to include caller role/occupation (e.g., delivery personnel, journalists, charity workers)

  • Permanent ban on subscribers who repeatedly use unregistered lines for illicit promotional calls from acquiring new lines

2. New Payment Options Added to the “Telefoni” App

To improve user experience and support digital transformation:

  • Activation of multiple payment options for IMEI registration fees

  • Payments available via bank cards, direct payments through select bank branches, Khadamaty network, and telecom operators’ mobile wallets, in addition to Meeza cards

*3. 5.4 Million Uses of the Unified Code 155#

The unified free code (*155#) was used 5.4 million times to inquire about or cancel value-added services such as news, music, and gaming subscriptions — significantly limiting unauthorized service activations.

The National Telecommunications Regulatory Authority Issues the Telecom Service Users’ Complaints Report for the First Half of 2025.