NTRA releases 1st semi-annual 2022 report on telecom-user complaints

National Telecommunications Regulatory Authority’s (NTRA) released on Thursday the first semi-annual report on telecom-user complaints for the period between January and June 2022.

NTRA is a strategy to support the user rights and ensure high-quality services in Egypt’s market.

The report shows the most important indicators with respect to landline, mobile, fixed internet and mobile set complaints. It also displays the rate and time of response to such complaints post escalation to NTRA.

NTRA actually gets telecom-user complaints regarding operators via 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, MyNTRA App, NTRA’s website, e-mail address as well as instant messaging apps like WhatsApp. For this reason, 143235 complaints were received during the first half-year period of 2022 because of such procedures. Operators’ response rate to complaints through the same period reached 89 percent whereas response time was 1.7 days in average.

Complaints regarding mobile set, mobile service, fixed internet service as well as landline service are presented in details as follow:

The overall number of complaints escalated by mobile set owners to NTRA regarding dealerships was 1937 during the first half-year period of 2022. Moreover, the rate of complaint-resolving reached 94 percent with an average time of 4.7 days. Most importantly, complaints were raised regarding poor technical support by 48 percent, rejection of mobile-set exchange by 31 percent, maintenance issues by 13 percent and re-occurrence of problem post repair by 8 percent. The average time taken for resolving complaints per dealership was as follow; Safi by 3.6, I2 by 4.5, Ro’ya by 4.6, Raya by 5, Sky by 5.5 days.

Number of mobile complaints was 66/ 100 thousand subscribers, whereas the response rate to complaints after being escalated to NTRA had got 92 percent and the average response time had been 0.72 days.

Vodafone: Number of complaints escalated against Vodafone was 64/ 100 thousand subscribers.

Orange: 77 complaints/ 100 thousand subscribers were escalated against Orange.

Etisalat: Number of complaints escalated against Etisalat was 57/ 100 thousand subscribers.

WE: Number of complaints escalated against WE was 58/ 100 thousand subscribers.

Number of fixed internet complaints was 442/ 100 thousand subscribers, whereas the response rate to complaints after being escalated to NTRA had reached 94 percent and the average response time had been 2.07 days.

Vodafone: Number of complaints escalated against Vodafone was 755/ 100 thousand subscribers.

Orange: Number of complaints escalated against Orange was 1219 complaints/ 100 thousand subscribers.

Etisalat: Number of complaints escalated against Etisalat was 825/ 100 thousand subscribers.

WE: Number of complaints escalated against WE were 345/ 100 thousand subscribers.

Landline complaints scored a number of 295/100 thousand subscribers, whereas the response rate to complaints after being escalated to NTRA had reached 77 percent with an average response time of 2.75 days. Cash amounts of 3.8 million refunded to users post entitlement by NTRA from operators.