Egypt’s Telecom Regulator Receives 123,000 Consumer Complaints in H1 2025, Refunds EGP 681,000 to Users
The National Telecom Regulatory Authority (NTRA) of Egypt announced that it had received 123,857 consumer complaints against mobile, fixed-line, and internet service providers during the first half of 2025, resulting in the refund of EGP 681,000 to users after their claims were validated.
The report, released under NTRA’s Consumer Rights Protection framework, highlights service quality indicators across Egypt’s telecom sector. Complaints were escalated through NTRA’s call center (155) and digital platforms including the “My NTRA” mobile app, the authority’s website, email, WhatsApp, and social media channels.
According to the report:
48% of complaints were related to mobile services (59,554 complaints).
28% concerned fixed internet services (34,261 complaints).
22% were tied to fixed-line telephony (27,734 complaints).
2% related to mobile devices (2,308 complaints).
Service providers achieved an overall 97% resolution rate, with an average response time of 1.1 days.
Mobile Service Complaints
The mobile sector recorded an average of 51 complaints per 100,000 subscribers.
Vodafone: 50 complaints per 100,000; 97% resolution; 0.09 days response.
Orange: 63 complaints per 100,000; 95% resolution; 0.41 days response.
Etisalat by e&: 43 complaints per 100,000; 97% resolution; 0.14 days response.
WE (Telecom Egypt): 37 complaints per 100,000; 98% resolution; 0.55 days response.
Fixed Internet Complaints
Fixed broadband generated 282 complaints per 100,000 subscribers, with 98% resolution and an average response time of 1.24 days.
Vodafone: 406 complaints; 99% resolution; 0.05 days response.
Orange: 909 complaints; 99.7% resolution; 0.08 days response.
Etisalat by e&: 903 complaints; 99.9% resolution; 0.03 days response.
WE: 198 complaints; 97% resolution; 2.11 days response.
Fixed-Line Complaints
Fixed-line services registered 204 complaints per 100,000 subscribers, with a 95% resolution rate and an average response time of 2.54 days.
Mobile Device Complaints
A total of 2,308 device-related complaints were filed, primarily concerning repeated defects after repair (57%), refusal of replacement (27%), and disputes over technical inspections (16%). Agents’ average resolution times ranged from 4.9 to 7.2 days, with a 100% resolution rate.
Refunds to Users
The NTRA confirmed that EGP 681,000 was refunded to subscribers in cases where complaints were found valid, with 76% of these refunds related to mobile wallet disputes.
The authority emphasized its commitment to ensuring transparent, high-quality telecom services and expanding digital channels to make it easier for consumers to resolve disputes with their service providers.