Within the framework of the keenness of the National Telecom Regulatory Authority (NTRA) to continually enhance its Complaints Tracking and Follow-up System, strengthen ways of networking and interacting with users, ensuring transparency and data disclosure to provide the public with adequate information and indicators of the service quality level and the extent of operators and service providers’ response to various complaints, the NTRA has issued its second report on “Telecom Service Users Complaints Tracking and Follow-up System”. This positively affects the users’ satisfaction and improves their experience in obtaining high-quality services.
This report displays the indicators for following up on the users’ complaints received by the NTRA’s Call Center through No. 155 and on other channels such as WhatsApp, the NTRA’s website and pages on the social media. It displays the number of complaints received, the percentage of complaints resolved after their escalation to the NTRA during the measurement period, and the service providers’ average complaint response time.

It is worth mentioning that the NTRA has taken a set of measures to ameliorate the level of users’ satisfaction with the services provided and enhance their experience in obtaining high-quality services, as follows:

1. The provision of new e-channels to receive user complaints: In light of its keenness to receive user complaints, the NTRA has opened up new e-channels (on WhatsApp, the NTRA’s website and social media pages) that are available around the clock for the users to submit their complaints and queries. The users can even follow up on their complaints. It should be noted that the percentage of complaints received through these new e-channels increased up to 25% of the total complaints received.
2. Amounts duly refunded to users: an amount of “a quarter of a million pounds” has been refunded to users after the NTRA investigated their cases and proved proven their entitlement to it.
3. The enhancement of the Mobile Number Portability (MNP) among operators, while keeping the same number: in the last report the users’ complaints about MNP “transferring number came at forefront of total complaints received. Accordingly, the NTRA issued a set of controls to enhance the portability service among operators’ networks with the same number, as the rate of the successfully ported numbers rose to 85% instead of 20% after setting up the new controls in place.

Moreover, an increase in the ratios of the complaint response and the complaints resolved, and a decline in the average complaint response time have been monitored in the second report compared to the first one. This can be summed up as follows:

• The percentage of operators’ response to user complaints in the second report increased to 98.3% instead of 97% in the first report.
• The percentage of users’ complaints resolved in the second report increased to 91% instead of 84% in the first report.
• The complaint resolution time decreased by 20% to be 3.85 days instead of 4.82 days that the first report displayed.

It should be mentioned that the NTRA received 40041 complaints from the users of telecom services (mobile, internet and fixed services), including the following:

• 13,675 Complaints about mobile services distributed as follows:  40% (Vodafone), 35% (Orange), 20% (Etisalat), 5% (WE), as the percentage of complaints reolved after their escalation to the NTRA is: 95% (Etisalat), 87% (Vodafone), 85% Orange and 67% WE. The average time taken to resolve a complaint has become 2.27 days.
• 18,053 Complaints about fixed internet services, distributed as follows: 54% (TE Data), 20% (Vodafone), 14% (Orange), 12% (Etisalat), as the percentage of complaints resolved after their escalation to the NTRA is: 98% (Etisalat), 95% (Vodafone), 94% (TE Data), 89% (Orange). The average time taken to resolve a complaint has become 3.41 days.
• 8,313 Complaints about fixed services provided by Telecom Egypt. They can be summed up as follows: 84% (call drop), 11% (call block), 2% (bills), 1% (service quality). The number of complaints resolved after their escalation to the NTRA amounts to 93%, and the average time taken to resolve a complaint has become 7.41 days.