The National Council for Persons with Disabilities (NCPD) launched on Tuesday a national dialogue to modernise its complaints management system, with support from the European Union and the Italian Agency for Development Cooperation (AICS).
The workshop, held in Cairo, brought together representatives of Organisations of Persons with Disabilities (OPDs), civil society groups, and technical experts to review the first draft of an assessment report on the Council’s current complaints handling mechanisms.
The initiative forms part of the project “Strengthening the Human and Institutional Capacities of the National Council for Persons with Disabilities to Enhance the Inclusion of Persons with Disabilities in Egypt”, which aims to align services with international standards and the Sustainable Development Goals.
Participants examined proposals to upgrade the system, improve referral pathways, and integrate the Council’s work with national entities such as the Cabinet’s Unified Government Complaints System, ministries, and public service providers.
General Supervisor of the NCPD,Iman Karim, said the Council is working with AICS to establish “a modern and effective complaints management system that places persons with disabilities at the centre of the development process.” She stressed that the new system will guarantee access to services, enable complaint tracking, and ensure timely and fair responses.
Accessibility is a cornerstone of the plan, with multiple communication channels designed to meet the needs of persons with hearing, visual, physical, and intellectual disabilities.
Programme Manager of the NCPD Capacity Building Project at AICS,Shaza Hany, outlined the project’s phases and objectives, highlighting efforts to strengthen institutional and digital systems. She noted that the consulting team has worked closely with the Council’s Citizen Services Department to identify challenges and recommend improvements across the entire complaints cycle ; from submission and classification to follow-up, closure, and outcome measurement.
This reform marks a significant step towards enhancing the rights and services available to persons with disabilities in Egypt, ensuring their voices are heard and their concerns addressed effectively.
