National Telecom Regulatory Authority Receives Over 139,000 Complaints in H2 2025 with 97% Response Rate
The National Telecom Regulatory Authority (NTRA) has released its report on the telecom consumer complaints monitoring system for the second half of 2025, as part of its ongoing efforts to safeguard user rights and ensure high-quality telecommunications services in the Egyptian market.
The report outlines key indicators related to complaints across fixed-line, mobile, fixed internet, and mobile device services, in addition to response rates and resolution times following escalation to the regulator.
According to the NTRA, complaints are received through multiple channels, including its call center (155), the My NTRA mobile application, official website, email, and WhatsApp. These channels collectively recorded a total of 139,405 complaints during the reporting period.
The authority noted that service providers achieved a response rate of 97% to complaints, while the average response time stood at approximately 0.86 days, reflecting improved efficiency in handling customer grievances.