The National Telecom Regulatory Authority (NTRA) is the independent regulatory authority of the Government of Egypt, responsible for the telecommunications sector in Egypt. The NTRA was established in 2003 and it promotes competition, protects consumer rights, and ensures the provision of high-quality telecommunications services to all Egyptians.
The NTRA has a multifaceted role in the telecom sector, including:
- Licensing telecommunications operators
- Regulating tariffs and interconnection charges
- Monitoring service quality
- Resolving disputes between operators and consumers
- Promoting the adoption of new technologies
- Safeguarding consumer rights and privacy
Consumers can file complaints against telecom companies through the NTRA’s Contact Center. You may file complaints online via email or WhatsApp.
Register your complaints against the telecom companies regulated by NTRA:
- Vodafone Egypt
- Orange Egypt
- Etisalat Egypt
- WE
- Telecom Egypt
How to File a Complaint to the National Telecom Regulatory Authority (NTRA)?
According to the Telecommunications Act of 2003, The National Telecom Regulatory Authority (NTRA) serves as the regulatory authority for communication services in Egypt, as mentioned earlier. If a consumer wants to file a complaint against a telecom company, submit an informal complaint with NTRA.
Complaint Resolution Mechanism:
| Registration Fee | No Charges (0/-) |
| Resolution Time | 5 working days (Read consumer guides to file an informal complaint to the authority) |
1. Talk to Your Service Provider:
- Initiate Direct Resolution: Start by reaching out to your telecom service provider (Orange, WE, Vodafone, etc.) to address the issue.
- Contact CS Head: Complete all the escalation levels of complaint resolution channels provided by your telecom operator.
2. Escalate to NTRA:
- If No Resolution: If your issue persists, escalate your complaint to the National Telecom Regulatory Authority.
- Investigation Process: The NTRA officials conduct an investigation, gathering information from both you and the service provider.
3. Resolution:
- Timeframe: NTRA commits to investigating complaints within just five working days.
- Final Decision: Expect various resolutions, including a formal apology, clarifications on the issue, financial compensation (if applicable), measures to prevent recurrence, and trends reporting to operators.
File a Complaint to NTRA
Citizens can register a telecom complaint to the National Telecom Regulatory Authority (NTRA) through the helpline number, email, or use the online web form to lodge an online complaint against a telecom operator.
Required information:
- Full name, contact details, and alternative contacts
- Telecom Company
- Detailed particulars of the complaint, including operator details, representative information, relevant dates, and supporting documents.
Contact details of NTRA to register a complaint:
- NTRA Call Center Number: 155 (8 am to 10 pm)
- Email: complaints@tra.gov.eg
- WhatsApp: +201202155155, +201015515155
- Complain online to NTRA: File a complaint
Additionally, you may also raise your concerns by using social media channels such as Facebook, LinkedIn, Instagram, or others.
Please note: For complaints related to cyber security, send an email to EG-CERT at incident@egcert.eg or call at tel:+15315. You may also approach the “egcert.eg” of the NTRA.
Take Legal Action
Still, not satisfied? You may prefer to consult with a legal expert to take legal action against the telecom company. Additionally, you may also start an arbitration with the company to settle the dispute internally by demanding expected compensation for the monetary loss or other remedies.
Please note: For the violation of consumer rights, you may file a consumer complaint against the telecom operator to the Consumer Protection Agency (CPA) to seek compensation.
Reference
- Procedures and Requirements for Submitting a Complaint – National Telecom Regulatory Authority (tra.gov.eg)
- Cyber Security – National Telecom Regulatory Authority (tra.gov.eg)
