The National Telecom Regulatory Authority (NTRA) has issued its second semi-annual report of the system for following up on complaints of users of telecommunications services (for the period from July to December 2021), in which it details that it received 121,700 complaints from users of telecommunication services.
The report presents the most important indicators related to the complaints of users of landline and mobile services, ADSL, and mobile internet.
The NTRA receives complaints from users of telecom services towards their service providers through the call centre (155), in addition to electronic means of communication that the NTRA recently added to facilitate communication with users and provide non-traditional channels for receiving complaints such as the mobile application MyNTRA and the website on the internet, along with email and the instant chat application, WhatsApp.
The rate of response of operators to complaints in the second half of the year was 88%, and the average response time to a complaint was 4.8 days.
According to the report, the complaints that were escalated to the NTRA included 23,100 landline complaints (19%), 51,172 mobile phone complaints (42%), 44,406 ADSL complaints (36%), and 3,028 complaints for mobile devices (3%).
About 86% of the complaints were received through the call center (155), 10% through the website, 3% through WhatsApp, and 1% through the MyNTRA application.
About 49% of complaints came from Greater Cairo, 26% from the Delta, 14% from Upper Egypt, 8% from Alexandria, and 3% from the Suez Canal cities.