Egypt’s National Telecom Regulatory Authority (NTRA) reported an increase in the number of user complaints during the third quarter (Q3) of 2020, with 51,300 complaints made compared to 40,000 in Q2.
ADSL services accounted for the largest percentage of user complaints, with a share of 47% or 24,700 complaints, followed by mobile phone service complaints with 15,700 or 31% of the total. These were followed by 11,300 consumers making complaints regarding landlines, accounting for 22% of total complaints.
The NTRA said that it received about 6,700 user complaints against Vodafone Egypt, at a rate of 17 complaints for every 100,000 subscribers. The rate of resolving complaints after escalation to the NTRA was 97.6%, with the average time for resolving the complaint at 0.22 days.
About 35% of all complaints against Vodafone were related to transfer of ownership, 22% for service disruption, 17% for financial disputes, 9% for Vodafone cash, and 5% for service quality.
Fixed internet services provided by Vodafone saw a total number of 5,700 complaints, at a rate of 670 complaints per 100,000 subscribers. The rate of resolving complaints reached 99.6%, with the average time for resolving the complaint at 0.12 days.
The highest number of complaints made by Vodafone ADSL users related to difficulty subscribing to the internet, which accounted for 74% of complaints. A total of 18% of complaints were made against service quality; 4% for bills/credit; 2.3% for other issues; and 2% for unsatisfactory customer service.
According to the NTRA report, the total number of complaints against Orange reached 5,200 complaints, at a rate of 19 complaints for every 100,000 subscribers. The percentage of complaints resolution reached 97.8%, with the average time for resolving the complaint at 1.16 days.
The most important complaints against Orange by mobile phone users were numbers being transferred accounting for 35% of total complaints, 18% for bills/balance, 15% for service interruption, and 15% for added services such as games and ringtones. A further 5% of complaints were made regarding Orange’s money portfolio.
As for Internet services, the total number of complaints against Orange reached 3,600, at a rate of 799 complaints per 100,000 subscribers. The rate of resolving complaints reached 99.3%, and the average time for resolving the complaint was 1.19 days.
The highest number of complaints regarding Orange’s fixed internet services include: 56% complaints due to difficulty subscribing to the Internet; 30% for service quality; 6% for bills/credit; other complaints at 6%; and 2% for unsatisfactory customer service.
The total number of complaints against Etisalat reached 2,700, at a rate of 13 complaints per 100,000 subscribers. The rate of resolving complaints reached 98.9%, and the average time for resolving the complaint was 0.46 days.
The highest number of complaints made by mobile phone service users towards the company saw: 54% for transferring numbers; 12% for bills/balance; 11% for service interruption; 6% for money portfolio; and 4% for added services such as games and ringtones.
The total number of ADSL complaints reached 3,500, at a rate of 746 complaints per 100,000 subscribers. The rate of resolving complaints reached 99.6%, and the average time for resolving the complaint was 0.82 days.
The most important complaints came at a rate of: 81% for difficulty subscribing to the Internet; 11% for quality of service; 4% for bills/credit; other complaints at 2%; and 1% for unsatisfactory customer service.
The total number of mobile complaints raised against We reached about 1,000 complaints, with a rate of 21 complaints for every 100,000 subscribers. The rate of resolving complaints after escalation to the NTRA was 99%, with the average time for resolving the complaint at 1.33 days.
The highest number of complaints made by mobile phone service users towards We saw: 61% for transferring numbers; 12% for bills/balance; 11% for service interruption; 3% for service quality; and 2% for money portfolio.
The total number of fixed internet complaints raised against We reached 114,600, at a rate of 183 complaints per 100,000 subscribers. The rate of resolving complaints after escalation to the NTRA reached 91%, and the average time for resolving the complaint was 3.85 days.
The highest number of complaints made by fixed internet users towards We account for: 73% for service quality; 19% for difficulty subscribing to the internet; 6% for bills/credit; 2% for other issues; and 0.1% for unsatisfactory customer service.
