أصدر الجهاز القومي لتنظيم الاتصالات في مصر تقرير منظومة متابعة شكاوى مستخدمي خدمات الاتصالات عن النصف الأول لعام 2025.
ويعرض التقرير أهم المؤشرات المتعلقة بشكاوى مستخدمي خدمات الهاتف الثابت والمحمول والإنترنت الثابت وأجهزة التليفون المحمول، ونسبة ووقت الاستجابة لشكاوى العملاء بعد تصعيدها للجهاز القومي لتنظيم الاتصالات.
وأظهر التقرير تلقي «تنظيم الاتصالات» نحو 123,857 شكوى خلال النصف الأول من عام 2025.
وبلغت نسبة استجابة المشغلين للشكاوى خلال العام 97٪، كما بلغ متوسط زمن الاستجابة للشكوى 1.1 يوم.
وبحسب التقرير فقد تم تصعيد 123,857 شكوى للجهاز القومي لتنظيم الاتصالات من قِبل المستخدمين تجاه مقدمي خدماتهم.
ومثلت شكاوى خدمات الهاتف المحمول نحو 48% من إجمالي الشكاوى، بعدد 59554 شكوى.
بينما بلغت عدد شكاوى الإنترنت الثابت نحو 34,261 شكوى بنسبة 28%، و27,734 شكوى من خدمات الهاتف الثابت بنسبة 22%، و2,308 شكوى من أجهزة المحمول بنسبة 2%.
وجاءت أهم شكاوى مالكي أجهزة المحمول، 57% تكرار العيب بعد إصلاح الجهاز، و27% رفض الاستبدال، و16% تظلم من الفحص الفني للوكيل.
وجاء متوسط وقت حل الشكوى لكل وكيل كالآتي: رؤية 4.9 يوم، وسكاي 5.3 يوم، صافي 5.6 يوم، وراية للتوزيع 6.8 يوم.
وبلغ معدل شكاوى الهاتف المحمول 51 شكوى لكل 100 ألف مشترك، وبلغت نسبة الاستجابة للشكاوى بعد التصعيد للجهاز 97%، كما بلغ متوسط وقت الاستجابة للشكوى 0.24 يوم.
مصر: 123.8 ألف شكوى من مستخدمي «الاتصالات» في 6 أشهر
1 سبتمبر 2025 - 16:55
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آخر تحديث 1 سبتمبر 2025 - 16:55
تابع قناة عكاظ على الواتساب
«عكاظ» (القاهرة)
The National Telecommunications Regulatory Authority in Egypt has issued a report on the system for monitoring complaints from users of telecommunications services for the first half of 2025.
The report presents the most important indicators related to complaints from users of fixed and mobile phone services, fixed internet, and mobile devices, as well as the response rate and time for customer complaints after being escalated to the National Telecommunications Regulatory Authority.
The report showed that "Telecommunications Regulation" received approximately 123,857 complaints during the first half of 2025.
The response rate from operators to complaints during the year was 97%, and the average response time for a complaint was 1.1 days.
According to the report, 123,857 complaints were escalated to the National Telecommunications Regulatory Authority by users against their service providers.
Complaints regarding mobile phone services represented about 48% of the total complaints, with 59,554 complaints.
Meanwhile, the number of fixed internet complaints was about 34,261 complaints, accounting for 28%, and there were 27,734 complaints from fixed phone services, representing 22%, and 2,308 complaints from mobile devices, making up 2%.
The main complaints from mobile device owners were as follows: 57% reported a recurring defect after the device was repaired, 27% refused replacement, and 16% complained about the technical inspection by the agent.
The average resolution time for complaints for each agent was as follows: Riya 4.9 days, Sky 5.3 days, Net 5.6 days, and Raya Distribution 6.8 days.
The rate of mobile phone complaints was 51 complaints per 100,000 subscribers, and the response rate to complaints after escalation to the authority was 97%, with an average response time for complaints of 0.24 days.
The report presents the most important indicators related to complaints from users of fixed and mobile phone services, fixed internet, and mobile devices, as well as the response rate and time for customer complaints after being escalated to the National Telecommunications Regulatory Authority.
The report showed that "Telecommunications Regulation" received approximately 123,857 complaints during the first half of 2025.
The response rate from operators to complaints during the year was 97%, and the average response time for a complaint was 1.1 days.
According to the report, 123,857 complaints were escalated to the National Telecommunications Regulatory Authority by users against their service providers.
Complaints regarding mobile phone services represented about 48% of the total complaints, with 59,554 complaints.
Meanwhile, the number of fixed internet complaints was about 34,261 complaints, accounting for 28%, and there were 27,734 complaints from fixed phone services, representing 22%, and 2,308 complaints from mobile devices, making up 2%.
The main complaints from mobile device owners were as follows: 57% reported a recurring defect after the device was repaired, 27% refused replacement, and 16% complained about the technical inspection by the agent.
The average resolution time for complaints for each agent was as follows: Riya 4.9 days, Sky 5.3 days, Net 5.6 days, and Raya Distribution 6.8 days.
The rate of mobile phone complaints was 51 complaints per 100,000 subscribers, and the response rate to complaints after escalation to the authority was 97%, with an average response time for complaints of 0.24 days.
