NTRA Reports 2,982 Mobile Device Complaints in H2 2025 with 100% Response Rate
Egypt’s National Telecom Regulatory Authority (NTRA) announced that a total of 2,982 complaints were escalated by mobile device owners against authorized agents during the second half of 2025, achieving a full response rate of 100%.
According to the regulator, maintenance-related issues accounted for the majority of complaints at 56%, followed by replacement refusals at 30%, and disputes over technical inspection results at 14%.
The NTRA noted that the average response time to complaints stood at approximately 2.7 days, reflecting ongoing efforts to enhance customer service standards and ensure prompt resolution of consumer concerns.
However, the average resolution time varied across agents. Vision recorded an average of 5.4 days, followed by I2 at 5.1 days, Raya Distribution at 4.7 days, Sky at 4.6 days, and Safi at 4.0 days.
The authority reaffirmed its commitment to monitoring service quality and protecting consumer rights, while working closely with market players to improve after-sales services and customer satisfaction across the telecom sector.