NTRA and CPA Partner to Enhance Telecom User Rights and Digital Complaint Processing in Egypt

The National Telecom Regulatory Authority (NTRA) and the Consumer Protection Agency (CPA) have signed a cooperation protocol to strengthen mechanisms for protecting telecom users’ rights, establish coordination and collaboration frameworks in this field, and exchange information on topics of mutual interest.
 
The protocol is part of ongoing efforts to foster collaboration among entities dedicated to protecting user rights and improving service efficiency within the Egyptian telecom market. The aim is to create a comprehensive system for automating complaint processing, ensuring timely responses, boosting transparency, and supporting digital transformation, while focusing on delivering a user experience aligning with the highest global standards.
 
The cooperation also involves launching a joint digital platform for complaints related to telecom services. The platform will feature an automated system designed to facilitate the exchange of complaint data, maintain a database for CPA-received complaints related to telecom services, and provide a digital system for submitting complaints. The objective is to simplify and expedite user complaint resolution.
 
The protocol also outlines establishing a coordination and collaboration framework to address practices that may undermine telecom users’ rights protection. It encompasses developing an action plan to raise user awareness of their rights and responsibilities within the telecom sector, promote a culture of governance and development, and form a joint executive committee dedicated to overseeing the implementation of shared responsibilities and establishing the necessary mechanisms, controls, and procedures for effective execution.
 
Furthermore, the protocol reflects NTRA commitment to ongoing engagement with users and its dedication to upholding governance principles that align with CPA objectives. Its goal is to deliver equitable and innovative services that meet user needs while ensuring their rights.
 
It is worth noting that the NTRA-CPA relationship has spanned more than 15 years, with an annual average of approximately 1,600 complaints related to telecom services. Remarkably, this partnership has achieved a resolution rate of up to 99%.