Prime Minister Moustafa Madbouli lauded the performance of the government complaints system in effectively receiving, tracking and responding to citizen complaints during the first half of 2025.
He commended the coordinated efforts between the complaints system and various ministries, governorates and governmental bodies to provide swift and efficient responses, thus reinforcing citizens’ trust in public institutions.
He made the remarks while reviewing a detailed report on the system’s performance, presented by Tarek el Refaie, Director of the system.
Refaie noted that the first half of the year saw a surge in public engagement with the system, highlighting growing trust and awareness of its role in electronically receiving, processing and responding to complaints to help alleviate burdens and improve service delivery.
The system handled nearly 936,000 complaints, requests, and inquiries via its official digital channels, underscoring the government’s commitment to fostering effective public communication, he said.
The report highlighted significant work in the healthcare sector, referring to addressing 69,000 health-related complaints and requests in coordination with relevant bodies.
The Ministry of Health and its affiliates managed 58,500 cases, including 20,500 requiring urgent intervention, 9,085 concerning service quality at medical facilities, and 5,909 involving treatment procedures under public health insurance programs.
He said that the Ministry of Supply addressed 45,000 complaints related to commodity availability and market practices, resolving 42,000 (93%).
The Consumer Protection Agency handled 6,860 complaints, resolving 98%, while the National Food Safety Authority managed 1,277 complaints with a 72% resolution rate.
The Ministry of Interior responded to 82,200 public complaints, covering law enforcement and citizen protection. Their efforts reflect an ongoing commitment to national security and public order.
The housing sector saw the highest volume of complaints, totaling 121,500, along with 46,000 concerning water and sanitation. The Ministry of Housing and affiliated authorities treated these issues seriously, addressing most complaints. This aligns with government goals to improve living standards and combat unregulated construction.
Refaie asserted the system’s ongoing efforts to strengthen its capabilities, maintain impartial and secure complaint channels and uphold principles of justice, transparency, accountability and citizen participation.
He said that these efforts are critical to reinforcing trust between citizens and the government.
