The National Telecom Regulatory Authority (NTRA) and the Consumer Protection Agency (CPA) have entered a cooperation protocol aimed to enhance the protection of telecom users’ rights. This agreement establishes frameworks for coordination and collaboration in this area and facilitates the exchange of information on topics of mutual interest.
This initiative is part of broader efforts to promote collaboration among organizations committed to safeguarding user rights and improving service efficiency in Egypt’s telecom market. The goal is to create a comprehensive system for automating complaint processing, ensuring timely responses, enhancing transparency, and supporting digital transformation, all while striving to provide a user experience that meets global standards.
As part of this cooperation, a joint digital platform will be launched for complaints related to telecom services. This platform will feature an automated system to streamline the exchange of complaint data, maintain a database of complaints received by the CPA, and provide a digital interface for submitting complaints. The aim is to simplify and expedite the resolution of user complaints.
The protocol also outlines a framework for addressing practices that may compromise the protection of telecom users’ rights. This includes developing an action plan to educate users about their rights and responsibilities in the telecom sector, fostering a culture of governance and development, and forming a joint executive committee to oversee the implementation of shared responsibilities and establish effective mechanisms and procedures.
Additionally, this protocol demonstrates the NTRA’s commitment to ongoing engagement with users and its dedication to governance principles that align with the CPA’s objectives. The ultimate goal is to deliver fair and innovative services that meet user needs while safeguarding their rights.
Notably, the collaboration between NTRA and CPA has spanned over 15 years, with an annual average of approximately 1,600 telecom service-related complaints. This partnership has achieved an impressive resolution rate of up to 99%.
