The National Telecom Regulatory Authority (NTRA) has doubled the fines given to operators as a result of a drop in the quality of services provided to users.
The step, which is applied to a drop in services below the specified standards, comes as part of the authority having introduced several measures to raise the quality of services provided to users.
The NTRA has amended the penalties list for the quality of telecommunications services provided by operators. Operators working in the Egyptian market were notified that they should start implementing the new sanctions regulation in the second half (H2) of 2021.
The authority doubled the capacity at the Center for Receiving Users’ Complaints, which can be contacted on 155, so that it will operate for 14 hours a day throughout the week.
This will ensure that quality complaints can be received throughout the day, which exceeded 50,000 complaints during one quarter.
The NTRA has also set up a new mechanism to monitor the time for resolving users’ complaints on the quality of telecommunications services. This will see fines applied for complaints that exceed the maximum time specified for resolution according to the type of each complaint.
The authority’s decision to increase the fine comes after an increase in the number of users’ complaints about the slow resolution of their complaints with their operators.
The NTRA has also enabled the user to enquire about or cancel entertainment services through the free short code service, *155#.
The new service enables the user to enquire about or cancel value-added services with the four operators (entertainment services), such as promotional competitions, news, and sports services, electronic games, and others.
A total of 5.5 million enquires about cancellations have been made in the time since the service was launched on 1 January this year.
