The platform resolved 15,100 health-related cases, 20,500 education complaints, and thousands more in social protection and housing.
According to a detailed cabinet report prepared by Tarek El-Refaie, Assistant Secretary-General of the Cabinet for Complaints and Citizen Satisfaction, 153,000 complaints were referred to competent ministries and agencies for investigation and response, 37,000 were closed under applicable procedures, and 5,000 remain under review.
A cabinet statement said that Prime Minister Mostafa Madbouly, who reviewed the report, commended the broad coordination among ministries, governorates, and agencies, stressing the importance of timely and data-based responses to citizens' grievances.
"Our shared goal is to serve citizens and solve their problems," Madbouly said, expressing appreciation for the government teams that work daily on complaint management.
He emphasised that citizen satisfaction has become a key indicator of government performance and directed continued efforts to strengthen coordination and improve service responsiveness.
Ministries handled most cases
Ministries accounted for 64 percent of all complaints received during September. The Ministries of Education, Interior, Housing, Health, Social Solidarity, Communications, Electricity, Supply, and Petroleum handled 86 percent of all ministry-level cases.
On the other hand, 22 percent of citizens' complaints were addressed to the governorates, primarily Cairo, Giza, Alexandria, Sharqia, Dakahlia, Beheira, Gharbia, Menoufia, and Qena.
Public bodies and universities, including the Central Agency for Organisation and Administration, the General Authority for Healthcare, the Consumer Protection Agency, and Al-Azhar, handled the remaining 14 percent.
Health and education at the forefront
Health-related issues remained citizens' top concern, with 13,500 medical complaints and appeals filed during the month.
The Ministry of Social Solidarity handled 6,304 complaints and requests, issuing or reactivating 2,672 "Takaful and Karama" cards, finalising 386 integrated-services cards for persons with disabilities, and aiding 71 homeless citizens and children.
In the education sector, coinciding with the start of the new academic year, the system received 23,600 complaints and resolved 20,500 of them.
Broader sector performance
In the housing and utilities sector, the system received approximately 32,000 complaints, of which 29,800 were resolved. Meanwhile, the water and sanitation sector handled 8,686 cases.
The electricity sector resolved 7,389 cases through on-site inspections and maintenance work.
In the security and justice sectors, the Ministry of Interior received 14,900 complaints, resolving 13,600, while the Ministry of Justice handled several hundred legal-related cases.
The transport sector addressed 859 citizen complaints about railways, metro services, and road transport.
Meanwhile, the banking sector received 4,941 complaints, resolving 3,872 of them.
Data-driven public service reform
El-Refaie noted that the Complaints System has evolved into a national monitoring and analytics mechanism, tracking service delivery trends and identifying recurring issues across sectors and governorates.
He said the system's growing reach is helping the cabinet prioritise citizen concerns, improve inter-agency coordination, and strengthen transparency in public administration.
Launched in 2017 under a presidential decree, Egypt's Unified Government Complaints System (UGCS) has grown into one of the country's most active tools for citizen engagement and public accountability.
Linked electronically to every ministry, governorate, and service authority, the platform allows Egyptians to file complaints and track responses online via www.shakwa.eg, through the 16528 hotline, or the mobile app "Fi Khedmetak".
Managed by the Cabinet's Information and Decision Support Centre (IDSC), the system routes each submission to the competent authority, monitors follow-up actions, and reports directly to the Prime Minister's Office.
The system's workload has surged sharply in 2025.
After receiving around 135,000 complaints in March, activity jumped to 218,000 in July and 201,000 in August, before settling at 195,000 in September, according to successive cabinet reports.
Despite the slight month-to-month fluctuation, the data show a sustained rise in citizen participation and institutional responsiveness across ministries and governorates.
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