The National Telecommunications Regulatory Authority of Egypt (NTRA) and the Consumer Protection Agency (CPA) held a specialized training program aimed at strengthening the capacities of associations subordinate to the Specialized Union of Consumer Protection Associations and enabling them to carry out their role in safeguarding the rights of telecom service users in Egypt.
A number of representatives from consumer protection associations across various governorates took part in the program’s activities, including representatives from Greater Cairo, Alexandria, Beheira, Gharbia, Sharqia, Kafr El-Sheikh, Daqahlia, and Beni-Suef. This was actually a part of the training program’s first phase, within the framework of the joint cooperation protocol signed between NTRA and CPA.
The program focuses on building the institutional and practical capacities of employees in consumer protection associations, by introducing NTRA’s role in regulating telecom market and monitoring service providers, as well as the approved channels for receiving, recording, and following up on complaints. It also reviews mechanisms for protecting users’ rights, ensuring the quality of services provided, and showcases the key articles and terms of Consumer Protection Law related to ICT sector, thereby supporting the role of civil society organizations in safeguarding users’ rights.
Furthermore, the training program included numerous specialized sessions and lectures that addressed cooperation and integration between NTRA and consumer protection associations, in a way that enhances the efficiency of the user protection system and ensures the swift and effective handling of complaints.
In this context, NTRA affirmed that protecting the rights of telecom service users represents a key pillar of its strategy, noting that it seamlessly works on developing regulatory and supervisory frameworks to ensure a balance between improving the quality of services provided to citizens and safeguarding their rights. NTRA also explained that raising users’ awareness of their rights and responsibilities, as well as strengthening partnerships with civil society organizations, especially consumer protection associations, directly contributes to addressing challenges efficiently and swiftly, which positively reflects on service quality, market stability, and the protection of users’ interests across Egypt.
Additionally, NTRA pointed out that cooperation with CPA comes within the framework of building an integrated system for user protection, based on institutional coordination, exchange of expertise, and unification of regulatory efforts. This would ensure the voice of Egyptian users reaches the authorities in-charge accurately and objectively and strengthen the State’s ability to respond effectively to complaints from telecom service users.
For its part, CPA affirmed that the Specialized Union of Consumer Protection Associations is deemed a fundamental pillar of public oversight. It explained that this training program contributes to unifying efforts between State institutions and civil society, ensuring the effective implementation of law, and providing the necessary technical support to the associations, so they can fulfil their role as an active link between citizens and relevant authorities.
At the program’s conclusion, both sides emphasized the importance of continuing cooperation among NTRA, CPA, and consumer protection associations, in order to raise awareness of the rights of telecom service users, strengthen mechanisms for handling complaints, and activate societal participation in monitoring market issues. They also stressed the need to continue implementing specialized training programs in the fields of regulation and oversight, thereby supporting the State’s efforts to enhance the system of protecting user rights and to establish the principles of transparency and service governance within ICT sector.