{"id":661350,"date":"2025-02-26T00:00:00","date_gmt":"2025-02-26T00:00:00","guid":{"rendered":"https:\/\/enterpriseam.com\/egypt\/2025\/02\/26\/ntra-received-nearly-300k-telecom-complaints-in-2024\/"},"modified":"2025-02-26T00:00:00","modified_gmt":"2025-02-26T00:00:00","slug":"ntra-received-nearly-300k-telecom-complaints-in-2024","status":"publish","type":"post","link":"https:\/\/enterpriseam.com\/egypt\/2025\/02\/26\/ntra-received-nearly-300k-telecom-complaints-in-2024\/","title":{"rendered":"NTRA received nearly 300k telecom complaints in 2024"},"content":{"rendered":"

NTRA logs nearly <\/strong>300k user complaints in 2024: <\/strong>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\u2019s 2024 User Complaints R<\/a>eport (pdf)<\/a>. The complaints covered mobile, fixed internet, and landline services, with mobile services accounting for the largest share of grievances.<\/p>\n

(Tap or click the headline above to read this story with all of the links <\/strong>to our background as well as external sources.)<\/p>\n

Telecom operators paid some 3.2 mn in compensation to users last year<\/strong> \u2014 Orange paid 64% of the refunds owed, while Vodafone was responsible for 19%, Etisalat 16% and Telecom Egypt 1%.<\/p>\n

Mobile service complaints came on top: <\/strong>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.<\/p>\n

Internet users continued to struggle with service quality: <\/strong>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). <\/p>\n

Landline users reported the longest delays in resolution:<\/strong> 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 \u2014 the longest among all service categories. Users primarily reported service disruptions and delayed activations. <\/p>\n

Where did the complaints come from?<\/strong> The highest volume of complaints came from Greater Cairo \u2014 with 36% of total complaints \u2014 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%. <\/p>\n

The NTRA\u2019s hotline was the main route for making complaints: <\/strong>Around 80% of users turned to the NTRA\u2019s hotline to escalate their complaints, while others used digital platforms, including the authority\u2019s website, WhatsApp, the My NTRA app, and social media. <\/p>\n","protected":false},"excerpt":{"rendered":"

Operators paid some EGP 3.2 mn to users in compensation<\/p>\n","protected":false},"author":1,"featured_media":661351,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"newspack_ads_suppress_ads":false,"newspack_popups_has_disabled_popups":false,"newspack_sponsor_sponsorship_scope":"","newspack_sponsor_native_byline_display":"inherit","newspack_sponsor_native_category_display":"inherit","newspack_sponsor_underwriter_style":"inherit","newspack_sponsor_underwriter_placement":"inherit","ep_exclude_from_search":false,"_primary_brand":0,"newspack_featured_image_position":"","newspack_post_subtitle":"","newspack_article_summary_title":"Overview:","newspack_article_summary":"","newspack_hide_updated_date":false,"newspack_show_updated_date":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[7386],"tags":[72,710,378,842,212,843,142],"brand":[],"newspack_spnsrs_tax":[],"class_list":["post-661350","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecoms","tag-enterpriseam","tag-etisalat","tag-national-telecom-regulatory-authority","tag-orange-egypt","tag-telecom-egypt","tag-telecoms","tag-vodafone-egypt","wpautop","entry"],"acf":{"mongo_id":"b36a41f1-8a97-4fab-ae95-84c9c4fb7e3f","order":"8","is_powered_by":false,"story_type":"1","photo_url":"https:\/\/ent.news\/2024\/7\/2261.jpg","photo_position":"above","homepage_title":"","full_issue_title":"NTRA received nearly 300k telecom complaints in 2024","related_issue":[661337],"teaser":"Operators paid some EGP 3.2 mn to users in compensation","voice_url":"https:\/\/s3.us-east-1.amazonaws.com\/ent.news\/audio\/2025\/2\/.660887dc-50cb-442a-951a-d8ad8bf3d2ff.mp3"},"yoast_head":"\nNTRA received nearly 300k telecom complaints in 2024 - 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Those who phoned in to the authority will receive\u2026","rel":"","context":"In "SPEED ROUND:TELECOMS"","block_context":{"text":"SPEED ROUND:TELECOMS","link":"https:\/\/enterpriseam.com\/egypt\/category\/speed-roundtelecoms\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/2021\/8\/416.jpg?fit=%2C&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":581768,"url":"https:\/\/enterpriseam.com\/egypt\/2023\/02\/23\/regulator-fines-telecoms-providers-3x-more-over-service-y-o-y-in-2h-2022\/","url_meta":{"origin":661350,"position":1},"title":"Regulator fines telecoms providers 3x more over service y-o-y in 2H 2022","author":"enterpriseam admin","date":"23 February 2023","format":false,"excerpt":"Telecoms providers face higher fines over service failures: The National Telecommunications Regulatory Authority (NTRA) has ordered the four telecom providers \u2014 Telecom Egypt, Orange Egypt, Etisalat Egypt, and Vodafone Egypt \u2014 pay a combined EGP 35.7 mn in fines for failing to meet standards, according to the regulator\u2019s biannual complaints\u2026","rel":"","context":"In "Telecom"","block_context":{"text":"Telecom","link":"https:\/\/enterpriseam.com\/egypt\/category\/telecom\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/2022\/3\/argument-1600px.jpg?fit=%2C&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":562242,"url":"https:\/\/enterpriseam.com\/egypt\/2021\/05\/17\/mnos-let-my-people-go\/","url_meta":{"origin":661350,"position":2},"title":"MNOs: Let my people go","author":"enterpriseam admin","date":"17 May 2021","format":false,"excerpt":"MNOs get slap on the wrist for failing to allow customers to take their numbers with them when switching operators: Egypt\u2019s four mobile network operators (MNOs) were handed a combined EGP 20.65 mn in fines from the National Telecommunications Regulatory Authority (NTRA) for violating the 2003 Telecom Regulation Act, under\u2026","rel":"","context":"In "Telecoms"","block_context":{"text":"Telecoms","link":"https:\/\/enterpriseam.com\/egypt\/category\/industries\/telecoms\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/2021\/5\/121.jpg?fit=%2C&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":562094,"url":"https:\/\/enterpriseam.com\/egypt\/2021\/05\/06\/el-shabaka-zeft-pay-up\/","url_meta":{"origin":661350,"position":3},"title":"El shabaka zeft? Pay up.","author":"enterpriseam admin","date":"6 May 2021","format":false,"excerpt":"Telecom operators to face higher fines for poor service quality: The National Telecommunications Regulatory Authority (NTRA) will double fines for telecom companies that offer poor quality of service starting 2H2021, saying the move is designed to protect consumers, the regulator said in a statement.And more fines: New penalties will be\u2026","rel":"","context":"In "REGULATION WATCH"","block_context":{"text":"REGULATION WATCH","link":"https:\/\/enterpriseam.com\/egypt\/category\/regulation-watch\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/2021\/5\/54.jpg?fit=%2C&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":543571,"url":"https:\/\/enterpriseam.com\/egypt\/2022\/02\/08\/orange-egypt-lands-new-cellular-bandwidth-for-usd-440-mn\/","url_meta":{"origin":661350,"position":4},"title":"Orange Egypt lands new cellular bandwidth for USD 440 mn","author":"enterpriseam admin","date":"8 February 2022","format":false,"excerpt":"Orange Egypt has snapped up 30 MHz of new bandwidth from the National Telecommunications Regulatory Authority (NTRA), the regulator announced in a statement yesterday. The frequency band came with a price tag of USD 440 mn, with the proceeds earmarked to help develop mobile phone services across the country, it\u2026","rel":"","context":"In "Telecoms"","block_context":{"text":"Telecoms","link":"https:\/\/enterpriseam.com\/egypt\/category\/industries\/telecoms\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/2022\/2\/93.jpg?fit=%2C&ssl=1&resize=350%2C200","width":350,"height":200},"classes":[]},{"id":594616,"url":"https:\/\/enterpriseam.com\/egypt\/2019\/09\/02\/ntra-releases-mobile-qos-report-of-egypts-four-service-operators\/","url_meta":{"origin":661350,"position":5},"title":"NTRA releases mobile QoS report of Egypt\u2019s four service operators","author":"enterpriseam admin","date":"2 September 2019","format":false,"excerpt":"The National Telecommunications Regulatory Authority (NTRA) has released its first quality of service (QoS) report (pdf) on Egypt\u2019s four mobile networks in two years, measuring their performance in delivering voice and data services in the country\u2019s main cities throughout July 2019. The data \u2014 which was compiled through tens of\u2026","rel":"","context":"In "Telecoms + ICT"","block_context":{"text":"Telecoms + ICT","link":"https:\/\/enterpriseam.com\/egypt\/category\/telecoms-ict\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/ent.news\/internal\/536550.png?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]}],"_links":{"self":[{"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/posts\/661350","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/comments?post=661350"}],"version-history":[{"count":0,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/posts\/661350\/revisions"}],"acf:post":[{"embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/issue\/661337"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/media\/661351"}],"wp:attachment":[{"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/media?parent=661350"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/categories?post=661350"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/tags?post=661350"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/brand?post=661350"},{"taxonomy":"newspack_spnsrs_tax","embeddable":true,"href":"https:\/\/enterpriseam.com\/egypt\/wp-json\/wp\/v2\/newspack_spnsrs_tax?post=661350"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}