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Orange Egypt – Register a Complaint with Customer Service of Orange, The Egyptian Company for Mobile Services

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Orange Egypt, formerly known as Mobinil, is a telecommunications company in Egypt. It was founded in 1998 and is headquartered in Cairo. The company is a subsidiary of Orange S.A., a French multinational telecommunications corporation and serves in Egypt as The Egyptian Company for Mobile Services.

Orange provides voice and data exchange services, mobile voice and data as well as 4G, 3G, ADSL and broadband internet including a variety of value-added services, such as mobile banking, insurance, and entertainment. It also provides telecom business solutions, including Cloud computing, Location-based advertising, Managed, and IT consulting services.

Have complaints about Orange services? Register your complaint, whether it’s related to billing discrepancies, internet connectivity issues, or problems with your mobile devices, by contacting Orange customer support. You can get in touch through the hotline or toll-free number, email, or online chat services to voice your concerns.

Issues that can be resolved:

  • Mobile Services: Complaints related to activation, billing discrepancies, device functionality, voice/calling, and 5G coverage including SIM cards, mobile devices, and accessories.
  • TV & Streaming: Concerns about channel availability, streaming quality problems, and billing issues related to Over-the-Top (OTT) plans.
  • Home Security: Problems with professional monitoring, self-defence options, and the functionality of smart cameras and security devices.
  • Business Solutions: Orange for Business customers, experiencing issues with secure global networking, SD-WAN solutions, managed services, cloud computing, communications tools, and cybersecurity.
  • Others: Issues regarding shopping (Orange Store) for phones and tablets, accessories, and home appliances including entertainment and financial services.

Not resolved? You can escalate your case to the Head of Customer Service. Further, you may file an informal complaint with the National Telecom Regulatory Authority (NTRA).


How to File a Complaint to Orange?

As per Orange’s customer service policy, users or business clients can register telecom services, products, and store complaints by calling the toll-free customer service number, sending an email, or social channels like WhatsApp. If not resolved, escalate the disputed matter to CS Head at Orange (Egypt).

Resolution Mechanism:

Registration Fee No Charges (0)
Resolution Period 30 days (May vary, read the customer service guidelines of Orange)
Device Cancellation Within 14 days of shipment (read the return policy)

Levels of Complaint Escalation:

  • Level 1:  Customer Service, Orange
    • Toll-free helpline number
    • Email/Chat
    • Register a complaint online
    • Orange App
  • Level 2: File an informal complaint to the National Telecom Regulatory Authority (NTRA)
  • Level 3: Take a legal action
    • Start an arbitration with Orange
    • Approach Consumer Protection Agency (CPA)
    • Appeal to Civil/Judicial Court

Level 1: Customer Service, Orange

File your complaint by contacting customer support of Orange through the hotline/ toll-free customer service number, email, or online web form.

When doing so, provide the following details:

  1. Customer ID or registered phone number
  2. Nature of the complaint.
  3. A detailed description of the issues, including relevant documents such as bills or technical problems.

After submitting your complaint, make sure to obtain a ticket number or reference for tracking and escalation purposes.

Customer Service Number

Helplines and customer care numbers of Orange:

Orange Complaint Number 110, 16110
Customer Care Number (Abroad Roaming) +201223202020
Orange Home Internet Hotline 16333
Email info@orange.com

Business Support

Register your business-related complaints to Orange through the customer service number:

Orange Business Hotline 250, 16250
By Mail Nile City, 2005C Corniche El Nil, Nile City Towers, 32nd floor North Tower, Postal Code – 11221

File Online Complaint

To register your complaint online with Orange, email, fill web form, or live chat, providing your name, customer ID, a summary, and relevant documents.

Keep the reference number for tracking. Troubleshoot wireless and broadband problems via the Orange mobile app or web account.

Complaint registration:

Complain online to Orange File a complaint
Sign In with Orange Click Here (orange.eg)
Email info@orange.com
Fax
01223205860
Contact the nearest Orange Store Click to locate

Still, not resolved to your satisfaction by Orange Support? You may request the customer service executives to escalate the complaint to the Customer Service Head. Further, approach NTRA, Govt. of Egypt.


Level 2: National Telecom Regulatory Authority (NTRA)

According to the Telecommunications Act of 2003, If Orange’s resolution is unsatisfactory or the complaint remains unresolved after 30 days, you have the option to file an informal complaint against Orange with the National Telecom Regulatory Authority (NTRA). Contact the NTRA through hotlines, email, or an online form.

Click: File a complaint to the National Telecom Regulatory Authority (NTRA)

Still, not satisfied? You may prefer to take legal action or approach the respective tribunal or quasi-judicial body.

If your submitted complaint with Orange remains unresolved after 30 days, even after an informal complaint with NTRA, you can take further legal action within 6 months of the NTRA’s final response.

1. Start an Arbitration

To resolve the disputes with Orange, start an arbitration by sending a Notice of Dispute to the legal department of The Egyptian Company for Mobile Services (Orange). The procedure may take a maximum of 60 days to reach an agreement for a final resolution.

Send the legal notice to Orange at:

Address: Legal Department, Orange Egypt for Telecommunications,
The Egyptian Company for Mobile Services (Orange), S.A.E., Nile City Building, 2005C, Cornishe El-Nil, Ramlet Boulaq, Cairo, Egypt, Postal Code – 11221.
Fax: 0122-3205860

Yet not satisfied? You may appeal to other legal authorities.

2. Consumer Protection Agency (CPA)

Have you paid for a product or service from Orange Egypt? If you have complaints about violation of consumer rights by Orange or have sold services or products that are unfair or caused monetary loss, you may file a consumer complaint to the Consumer Protection Agency (CPA) or Govt. of Egypt.

To register a complaint against Orange, you may call at 19588 (CPA hotline) or submit your concerns online.

Click: File a complaint to the Consumer Protection Agency (CPA)

3. Approach Primary Court

If your consumer disputes with Orange S.A.E. are not resolved to your satisfaction even after approaching regulatory authority NTRA, then you may take legal action by approaching the Primary Court or Economic Court. You can take the following steps for a fair resolution within the Egyptian legal system:

Three Simple Steps:

  1. File a Formal Complaint: Begin by officially filing a complaint against Orange. Provide clear details about the dispute, including dates and supporting documents.
  2. Appear Before Courts: After filing your complaint, you may need to appear before primary or economic courts. Present your case, offering evidence and relevant documents to support your claims. Clearly explain your concerns and what resolution you seek.
  3. Legal Guidance and Adhering to Procedures: Consider seeking legal advice to navigate the legal process. Understand the established procedures within the Egyptian legal system.

Note: Legal professionals can assist you in presenting your case convincingly.


Reference

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