Cairo: Prime Minister Mostafa Madbouly has urged the expansion of direct and effective communication channels with citizens to expedite the processing of complaints, requests, and inquiries. He emphasized the necessity for all ministries, governorates, and government agencies to operate within a cohesive institutional framework, enhancing response times and ensuring precise handling of issues.
According to State Information Service Egypt, Madbouly's remarks came during a review of the Unified Government Complaints System's performance in July, based on a comprehensive report by Dr. Tarek El-Refai, Assistant Secretary-General of the Cabinet for Complaints and Citizen Satisfaction. The system received approximately 229,000 complaints, requests, and inquiries in July alone.
Out of these, 192,000 complaints and requests, equivalent to 84% of the total, were forwarded to the relevant authorities. Meanwhile, 32,000 complaints, or 14%, were resolved, and the data for 5,000 complaints are under review for appropriate action.
Performance indicators revealed high completion rates and effective responses from several ministries, including Awqaf, Petroleum and Mineral Resources, Social Solidarity, and others. Governorates like Cairo and Alexandria handled a significant portion of complaints, accounting for 74% of those referred to governorates.
Government agencies and universities, such as Sohag and Cairo, showed robust performance, accounting for 16% of referrals. The Central Bank of Egypt played a crucial role in the banking sector by overseeing the complaint resolution process.
In the health sector, around 15,700 complaints were managed, including urgent medical cases and requests related to state-funded treatment. The Ministry of Supply and Internal Trade addressed 17,000 market regulation complaints, while the Consumer Protection Agency resolved numerous consumer issues.
The Ministry of Social Solidarity processed 12,500 complaints, focusing on social protection programs like Takaful and Karama cards. The National Social Insurance Authority addressed 13,700 pension-related complaints.
Public safety, housing, education, and energy sectors also saw substantial complaint handling, with the Ministry of Interior resolving 17,600 complaints. Other areas like communications, petroleum, and agriculture managed thousands of complaints effectively.
The report concluded by emphasizing the system's ongoing efforts to enhance efficiency, improve communication with citizens, and maintain coordination with government entities, thereby reinforcing public trust.