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NTRA logs nearly 300k user complaints in 2024: The National Telecom Regulatory Authority (NTRA) received almost 300k user complaints in 2024, with operators responding to 94% of cases and resolving issues in an average of 1.5 days, according to the authority’s 2024 User Complaints Report (pdf). The complaints covered mobile, fixed internet, and landline services, with mobile services accounting for the largest share of grievances.
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Telecom operators paid some 3.2 mn in compensation to users last year — Orange paid 64% of the refunds owed, while Vodafone was responsible for 19%, Etisalat 16% and Telecom Egypt 1%.
Mobile service complaints came on top: Mobile services generated 130k complaints to make up 44% of total complaints. Among the four major operators, Orange recorded the highest complaint rate at 169 complaints for every 100k subscribers, followed by Vodafone with 113, Etisalat with 73, and Telecom Egypt with 72 complaints per 100k subscribers.
Internet users continued to struggle with service quality: Complaints about fixed internet services accounted for 87.5k cases, or 29% of the total, with an average complaint rate of 752 per 100k users. The NTRA noted that service quality remained the primary issue across providers, with unauthorized line reservations also a frequent source of user frustration. Orange saw the highest complaint rate among all internet providers, registering 2.3k complaints per 100k subscribers, it was followed by Etisalat (1.4k), Vodafone (982), and Telecom Egypt (618).
Landline users reported the longest delays in resolution: Landline service complaints made up 26% of the total, with 78.1k cases recorded. The NTRA reported a complaint rate of 591 per 100k landline users, with an average resolution time of 3.6 days — the longest among all service categories. Users primarily reported service disruptions and delayed activations.
Where did the complaints come from? The highest volume of complaints came from Greater Cairo — with 36% of total complaints — followed by the Delta region with 31% and Upper Egypt with 23%. Fewer complaints were recorded in Alexandria and the Suez Canal region, with the former making up 7% of total complaints and the latter making up 3%.
The NTRA’s hotline was the main route for making complaints: Around 80% of users turned to the NTRA’s hotline to escalate their complaints, while others used digital platforms, including the authority’s website, WhatsApp, the My NTRA app, and social media.
