NTRA Issues Telecommunications Consumer Complaints Report for H2 2025
The National Telecom Regulatory Authority (NTRA) has released its latest report on consumer complaints for the second half of 2025, underscoring its ongoing efforts to safeguard user rights and ensure the delivery of high-quality telecommunications services across the Egyptian market.
The report provides a comprehensive overview of key indicators related to complaints submitted by users of mobile, fixed-line, and fixed internet services, as well as mobile device-related grievances. It also highlights operators’ response rates and average resolution times following escalation to the regulator.
According to the report, the NTRA received a total of 139,405 complaints during the reporting period through multiple channels, including its customer service hotline (155), official website, mobile application “My NTRA,” email, WhatsApp, and social media platforms. Notably, 88% of complaints were submitted via the call center, followed by 4% through the website, 4% via the mobile app, 3% through WhatsApp, and 1% through social media.
Operators demonstrated a strong commitment to resolving complaints, achieving an overall response rate of 97%, with an average response time of just 0.86 days.
Complaint Breakdown by Service
Mobile Services:
A total of 64,099 complaints (46%) were related to mobile services. The complaint rate stood at 52 complaints per 100,000 subscribers, with a 96% response rate and an average response time of 0.24 days.
Vodafone recorded 49 complaints per 100,000 subscribers, with a 97% response rate and 0.15-day response time.
Orange reported 62 complaints per 100,000 subscribers, a 95% response rate, and 0.41-day response time.
e& registered 46 complaints per 100,000 subscribers, a 96% response rate, and 0.10-day response time.
WE posted 51 complaints per 100,000 subscribers, achieving a 98% response rate and 0.33-day response time.
Fixed Internet Services:
Complaints related to fixed internet totaled 45,114 (32%), with a rate of 355 complaints per 100,000 subscribers. The response rate reached 98%, while the average response time stood at 0.80 days.
Vodafone recorded 753 complaints per 100,000 subscribers, with a 100% response rate and 0.02-day response time.
Orange reported 1,452 complaints per 100,000 subscribers, a 97% response rate, and 0.05-day response time.
e& registered 1,286 complaints per 100,000 subscribers, achieving a 100% response rate and 0.02-day response time.
WE recorded 198 complaints per 100,000 subscribers, with a 98% response rate and a longer response time of 1.7 days.
Fixed-Line Services:
Fixed-line complaints reached 27,210 (20%), with a rate of 193 complaints per 100,000 subscribers. The response rate stood at 94%, and the average response time was 2.25 days.
Mobile Device Complaints:
A total of 2,982 complaints (2%) were filed against mobile device agents. The response rate reached 100%, with an average resolution time of 2.7 days. The main issues included maintenance problems (56%), refusal of replacement requests (30%), and disputes over technical inspection results (14%).
Consumer Compensation
The NTRA reported that EGP 757,000 was refunded to consumers after validating their claims, with 86% of refunded amounts linked to mobile wallet complaints.
Key Regulatory Measures
As part of its commitment to enhancing consumer protection, the NTRA highlighted several initiatives undertaken during the period:
Support for Families of Martyrs and Victims:
The authority directed mobile operators to offer a 50% discount on services for beneficiaries of the Fund for Honoring Martyrs, Victims, and Missing Persons of military and terrorist operations, in line with national commemorations of the October War.
Empowering Persons with Disabilities:
In collaboration with the National Council for Persons with Disabilities, the NTRA introduced a range of inclusive measures to improve accessibility and protect users with disabilities within the digital ecosystem. These include:
50% discounts on monthly service packages
Priority service at branches and outlets
Accessible websites and mobile applications
Launch of a dedicated video-based complaint center using sign language
Sign language-enabled call centers and in-branch interpreters
Braille contracts for visually impaired users
Fee exemptions for select mobile wallet services
Mandatory infrastructure adjustments to ensure accessibility in service outlets
The report reflects the NTRA’s continued focus on improving service quality, strengthening accountability among operators, and fostering a more inclusive and user-centric telecommunications environment in Egypt.
