By Hamed Mahmoud
The National Telecom Regulatory Authority (NTRA) doubles the capacity of the Telecom User Complaint Center, via 155, to work throughout the whole week from 8:00 A.M. to 10:00 P.M. including official holidays and feasts. It will be also available for 24 hours via digital platforms, such as WhatsApp, NTRA’s official website and social media platforms. The process aims to reduce the waiting time for receiving complaints which will consequently reflect to reduce the complaint-response waiting time and make way for more incoming calls. This step integrates with NTRA’s strategy which aims to enhance the telecom-user satisfaction level with the services provided through developing a complaint-receiving system, being a key factor to determine the quality level provided from operators to users. On the other hand, NTRA launched an importer queries and complaint service, for corporates and individuals, via 155 and over 5 days (from Sunday to Thursday) from 8:00 A.M. to 3:00 P.M.
Engineer Hossam El-Gamal, the Executive President of NTRA, pointed out that the complaint-system expansions applied by NTRA are part and parcel of an integrated plan to leverage the user-satisfaction level and determine the underlying reasons affecting the service quality. Moreover, this plan makes further contributions to the developing of complaint-scrutinizing mechanisms and the analytic capacity thereof. The main purpose for the implementation of such mechanisms is to achieve rapid as well as effective response to complaint, identify the real causes of such complaints and link them to the regulatory as well as the operational rules imposed by NTRA in this concern.
It is worth noting that NTRA’s unified number for receiving telecom-user complaints, who could not have their complaint resolved with service providers, is 155. Similarly, NTRA’s exclusive number for following up on user-complaints is (02) 155. Hence, NTRA calls out the valued customers to never disclose their personal information to any individual or entity before making sure of their identity. Any other entity communicating via other numbers are not therefore representing NTRA.