Arab Finance: The National Communications Regulatory Authority received about 300 thousand complaints from users in 2024. The telecommunications companies responded to 94% of the complaints, while the average response time for complaints reached 1.5 days, according to a report Complaints of telecommunications services for the year 2024 issued by the device.
Complaints included mobile phone services, fixed internet and ground phone, and mobile phone services acquired the lion's share of them.
Telecom companies paid about 3.2 million pounds as compensation to users last year. Orange paid 64%of the recovered amounts, while Vodafone was responsible for 19%, 16%contacts, and “Wei” of Telecom Egypt 1%.
The number of complaints of mobile phone services reached 130 thousand complaints that made up 44% of the total complaints, among the four senior operators, Orange recorded the highest complaints rate of 169 complaints per 100 thousand subscribers, followed by Vodafone 113 complaints, then 73 complaints, then 72 complaints for each each 100 thousand subscribers.
Complaints related to fixed internet services reached 87.5 thousand cases, representing 29% of the total complaints and a rate of 752 complaints per 100,000 users. The telecommunications regulator indicated that the quality of the service is still the main problem for service providers, followed by the problem of reserving the lines without notifying the customers.
Orange recorded the highest complaints rate among all Internet service providers, after she recorded 2279 complaints per 100 subscribers, followed by a telecommunications company (1400 complaints), then Vodafone (982 complaints), followed by (618 complaints).
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