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W6nnews.com ==== وطن === تاريخ النشر – 2026-06-06 15:20:00
Dr. Mostafa Madbouly, Prime Minister, followed the efforts of the unified government complaints system in the Council of Ministers, and the government agencies associated with it, during the month of May. Madbouly received a detailed report from Dr. Tariq Al-Rifai, Assistant Secretary-General of the Council of Ministers for Complaints and Citizen Satisfaction, regarding the system’s activity, where he directed the continued strengthening and diversification of communication channels with citizens. This ensures rapid response to complaints, requests, distress requests, and responses to inquiries, as part of the government’s efforts to improve the level of various government services. The government complaints system receives 206,000 complaints during May. Dr. Tariq Al-Rifai confirmed that the system received and dealt with 206,000 complaints, requests, and inquiries during the month of May. He explained that after completing the review and examination work, 172,000 complaints and requests, representing 83.5% of the total complaints and requests, were directed to the competent authorities for processing and responding to them, while 33,000 complaints were saved, in accordance with the established storage controls, and the review and completion of data for 1,000 complaints and requests is being completed. In preparation for taking the necessary measures regarding it. Al-Rifai added that the ministries accounted for 64% of the total complaints, requests and inquiries directed to the concerned authorities throughout the month, as 9 ministries received and dealt with: Interior, Supply and Internal Trade, Housing, Utilities and Urban Communities, Health and Population, Electricity and Renewable Energy, Social Solidarity, Communications and Information Technology, Education and Technical Education, and Petroleum and Mineral Resources, with about 90% of the total complaints directed to the ministries. Performance indicators during May reflected the achievement by a number of ministries of distinguished achievement rates, and effective responses in quickly dealing with complaints and requests, and responding to inquiries, the most prominent of which are: (Endowments, Petroleum and Mineral Resources, Electricity and Renewable Energy, Interior, Social Solidarity, Foreign Affairs, International Cooperation and Egyptians Abroad, Health and Population, Tourism and Antiquities, Youth and Sports, Education and Technical Education, Local Development and Environment, and Labor). While the governorates accounted for 22% of the total complaints and requests addressed to the concerned authorities, where It received and dealt with 9 governorates: (Cairo, Alexandria, Giza, Sharkia, Dakahlia, Qalyubia, Beheira, Gharbia, and Menoufia), with 77% of the total complaints addressed to the governorates. Most governorates achieved outstanding achievement rates in quickly dealing with complaints and requests addressed to them, including: (Port Said, Ismailia, Qena, Suez, Aswan, South Sinai, Fayoum, Sohag, Matrouh, Minya, and Luxor). The bodies and universities linked to the system electronically dealt with 14% of the total complaints and requests addressed to the concerned authorities, as each of the following: (the Central Organization for Organization and Administration, the General Authority for Health Care, the Comprehensive Health Insurance Authority, the Consumer Protection Agency, the Engineering Authority, the Egyptian Medicine Authority, the Sheikhdom of Al-Azhar Al-Sharif, and the National Food Safety Authority) recorded distinguished achievement rates in dealing with complaints and responding to them. A number of universities have also achieved high rates of achievement in quickly dealing with complaints addressed to them, most notably: Damanhour, Alexandria, Sohag, Cairo, Banha, Beni Suef, Ain Shams, and Aswan. The Central Bank also continued to perform its supervisory and coordination role in supervising the directing of complaints and requests received by the system to the competent banks and their various branches, to continue examining and treating them and removing their causes, in a way that ensures achieving the most appropriate response to each complaint or request according to its nature, while notifying citizens of the results of the examination and the measures taken regarding it. The Assistant Secretary-General of the Council of Ministers for Complaints and Citizen Satisfaction reviewed the most prominent efforts of the system in various sectors, stressing that the system continues to strengthen its mechanisms to raise the level of efficiency in dealing with citizens’ complaints, by applying an integrated work cycle based on careful analysis of quantitative and qualitative indicators, which contributes to accelerating the pace of response in cooperation with various ministries, governorates and government bodies. The system has focused its efforts to follow up and address complaints related to a number of vital sectors and services. The health sector responds to 3,364 complaints. In the health care sector, Dr. Tariq Al-Rifai pointed out, through the report, the continued serious and rapid interaction with citizens’ complaints, distress requests, and requests related to the health sector, which were the top work priorities, as the system received and monitored about 13,000 complaints and distress requests during the month, and coordination was made regarding them with the various concerned authorities according to the nature of each case and its requirements, in order to achieve integration of roles and speed of intervention to provide the best health care for citizens. The sector’s most prominent responses included: resolving 3,364 complaints and medical calls that required immediate intervention; It included providing intensive care beds for adults and children, in addition to coordinating critical surgeries, arranging places for dialysis, providing blood bags, plasma, and infant formula, among others. In addition to resolving and undermining the reasons for 1,645 complaints related to the level of medical service in some government and private health facilities. It resolved and responded to 1,616 requests from citizens included in the presidential initiative to end waiting lists in various surgical specialties. And completing procedures and responding to 1,598 requests to facilitate obtaining treatment decisions at state expense or benefiting from health insurance services. Regarding the sector of controlling markets and making goods available, Al-Rifai explained that, in the context of ensuring the stability of markets and the availability of basic goods to citizens, the system has intensified the follow-up of complaints and reports related to markets, especially during the days of Eid Al-Adha, in coordination with the Ministry of Supply and Internal Trade, the Consumer Protection Agency, the National Food Safety Authority, and the relevant authorities, to ensure the availability of goods of appropriate quality, quickly deal with complaints, and remove their causes. In this context, the Ministry of Supply and Internal Trade examined 21,000 complaints related to the requirements for controlling markets and providing basic goods, and other topics that fall within the scope of the Ministry’s jurisdiction. The most prominent responses during the month were: resolving 9,441 complaints and grievances regarding ration cards, responding to 403 inquiries related to fluctuations in the prices of some commodities or shortages in some outlets, resolving 219 complaints and reports regarding manipulation of the weights of subsidized bread or its poor quality; It directed immediate inspection campaigns for bakeries, etc. In connection, the Consumer Protection Agency dealt with 2,155 complaints and reports, and the agency was able to remove the causes and resolve 1,488 complaints during the month of May. The National Food Safety Authority also dealt with 407 complaints and reports, including allegations of circulating expired or unfit for consumption products. Immediately upon receiving the reports, the Authority took the initiative to form committees for inspection and field examination, where it was able to resolve 209 complaints and reports through the implementation of intensive inspection campaigns. As for the social protection sector, Dr. Tariq Al-Rifai pointed out in his report that it is consistent with the state’s efforts to expand social protection programs, strengthen community safety networks, and consolidate the values of social justice to ensure that support reaches its beneficiaries efficiently; The Ministry of Social Solidarity dealt with 8,912 complaints, requests and reports. In this regard, 2,253 “Solidarity and Dignity” cards were issued and reactivated for eligible families, the procedures for issuing 605 integrated services cards were completed, and 407 financial aid was disbursed to citizens who were exposed to emergency or exceptional living conditions, in addition to providing the necessary support to 170 “people of determination” citizens, by providing and delivering wheelchairs or electric chairs, in addition to providing and delivering medical hearing aids and their supplies, providing artificial limbs, and other supplies. Responses. In light of paying attention to the complaints and requests of pensioners, and out of concern for preserving their insurance rights and facilitating their receipt of their entitlements; The National Social Insurance Authority received 8,501 complaints, requests and inquiries. Regarding emergency complaints and reports, Al-Rifai explained through the report that in an effort to develop community participation and support the regularity of public facilities, the system responded to 3,628 complaints and reports related to public safety. The system has paid special attention to quickly dealing with these complaints during the days of Eid Al-Adha, in coordination with the competent authorities, in a way that contributes to maintaining the quality of public services and continuing to provide them to citizens efficiently and safely. The Ministries of Housing, Electricity, Transport, Local Development and Environment, Petroleum, and concerned governorate agencies took the initiative to take urgent repair measures immediately upon receipt of complaints and reports, which contributed to the speedy implementation of maintenance work, removing the causes of complaints, and ensuring the continuity of providing public services to citizens with the required efficiency and quality. With regard to the security sector and its related services; The Ministry of Interior continued its efforts to ensure efficient and effective handling of citizens’ complaints and requests, in a way that enhances societal stability and consolidates public order. During the past month of May, the Ministry began examining and processing 17.7 thousand complaints and requests related to public security, internet crimes, and others, and was able to resolve and undermine the causes of most of them. As for the housing and utilities sectors, the Assistant Secretary-General of the Council of Ministers for Complaints and Citizen Satisfaction indicated that within the framework of efforts aimed at enhancing the sustainability of basic services in the housing and utilities sectors and improving their quality, the system received about 33.2 thousand complaints, requests and inquiries during the month, and they were directed to the Ministry of Housing, Utilities and Urban Communities, the governorates, and the competent authorities. To ensure the speed of examination and take the necessary measures regarding it. The system also paid attention to following up on the efforts of neighborhoods and executive agencies in the governorates during the days of Eid Al-Adha, to ensure the regularity of basic services and the speed of responding to citizens’ complaints and reports. In this regard, the system received 23.3 thousand complaints, requests, reports and inquiries related to the housing sector during the month, and 7,064 complaints and reports regarding construction violations were resolved, 3,395 complaints and requests regarding the allocation of housing units were responded to, and 725 complaints and inquiries related to building permits or permits to practice commercial activities were resolved. Regarding the utilities sector, 9,976 complaints, requests and reports were dealt with, and 4,192 complaints related to water interruptions or weakness were resolved, and 1,078 complaints and reports regarding sewage networks were resolved. Al-Rifai confirmed in his report that the education sector received the system’s attention during the month. To quickly deal with complaints received; The complaints system dealt with 5,917 complaints and requests from the education sector in its various stages, and after reviewing and classifying them; 5,471 complaints and requests were directed to the Ministry of Education and Technical Education, in addition to 238 complaints and requests to the Ministry of Higher Education and Scientific Research, and 208 complaints and requests to the Sheikhdom of Al-Azhar. In order to enhance the quality of educational services and ensure effective response to citizens’ complaints; The competent authorities examined the complaints and took appropriate measures, according to the nature of each complaint, and the majority of these complaints were resolved. With regard to the electricity and energy sector; The system interacted with about 10.7 thousand complaints and requests during the month of May, from which 9,786 complaints, requests and reports were directed to the Ministry of Electricity and Renewable Energy, which immediately dealt with the complaints and requests and addressed their causes, especially those related to the continuity and stability of the electrical current. Based on the complementary role of governorates and city agencies in managing vital facilities; 1,038 complaints and requests were sent to it regarding the presence of dilapidated lighting poles, requests for their maintenance, or reports of exposed wires, of which 639 complaints were resolved and responded to. As a continuation of the efforts of the complaints system throughout the month, and within the framework of the state’s keenness to develop the efficiency of the administrative apparatus and improve the work environment, Dr. Tariq Al-Rifai explained that the system received and dealt with 5,416 complaints, requests and inquiries, related to various administrative aspects and job conditions of workers in the administrative apparatus. It was directed to the Central Organization for Organization and Administration, the ministries, governorates and relevant bodies, to examine it and take the necessary measures to address its causes in accordance with the laws and regulations governing it. Most of them have been resolved. In the communications sector, Al-Rifai stated in his report that he believes in the role of the communications and information technology sector in supporting digital transformation and facilitating citizens’ access to services. The system received 5,981 complaints related to the communications sector, which were directed to the Ministry of Communications and Information Technology and its affiliated bodies to quickly deal with, resolve, and respond to them. Regarding complaints and reports from the petroleum sector, the Ministry of Petroleum and Mineral Resources and its affiliated companies and bodies dealt with 4,468 complaints, reports and requests through the system last May, in order to enhance the vital role of the petroleum and mineral resources sector in securing energy needs and ensuring public safety. 735 complaints, requests and reports to the Ministry of Transport. As for the transport sector, the Ministry of Transport dealt, through the complaints system, with 735 complaints, requests and reports from beneficiaries of railway, metro, land and river transport services, which comes within the framework of the state’s efforts to develop the transport system and improve the quality of its services. The Ministry and its affiliated agencies have given priority to quickly interacting with these reports and resolving the majority of them. In a related context, the Ministry of Endowments dealt with 910 complaints and requests in the month of May, as part of the ministry’s efforts to organize work in mosques, advance the role of imams, and strengthen the role of the Endowments Authority and cultural centers. The Ministry was able to resolve and respond to approximately 888 complaints. Finally, Al-Rifai explained in his report that with regard to the environment sector, the system received and monitored about 14.6 thousand complaints and reports during the month regarding the spread of stray animals, the accumulation of garbage and waste, and noise, and the Ministries of Local Development and Environment, Housing and other concerned parties resolved 12 thousand complaints during the month, in support of government efforts aimed at protecting the environment and preserving public health.
