According to a cabinet review, 134,000 submissions were referred to relevant authorities after initial screening, while 40,000 were closed or archived. Around 5,000 cases remained under review pending additional information.
Madbouly said the system’s performance in December and throughout 2025 reflected its role as a key channel for direct citizen engagement, calling for continued follow-up on complaints across all sectors. He urged officials to maintain oversight and improve response quality.
The review was based on a report submitted by Tarek El-Refai, assistant secretary-general of the cabinet for complaints and citizen satisfaction.
Ministries accounted for 61 percent of complaints referred during the month. Nine ministries—Interior; Housing, Utilities and Urban Communities; Health and Population; Social Solidarity; Education and Technical Education; Communications and Information Technology; Petroleum and Mineral Resources; Electricity and Renewable Energy; and Supply and Internal Trade—handled 87 percent of all ministry-level cases.
Governorates accounted for 26 percent of referrals. Cairo, Giza, Alexandria, Sharqiya, Dakahlia, Menoufiya, Beheira, Qalyubiya, and Gharbiya handled 75 percent of complaints directed to local authorities.
Entities and universities linked electronically to the system accounted for 13 percent of complaints and requests. Several national authorities, including those overseeing food safety, healthcare, consumer protection, pharmaceuticals, and universal health insurance, as well as Cairo, Ain Shams, and Alexandria universities, recorded high completion rates.
Health-related submissions remained among the most frequent, with 12,500 complaints and distress calls logged in December. Authorities resolved 3,238 urgent medical cases, addressed 1,939 service-quality complaints, handled 1,838 waiting-list requests, processed 1,425 applications for state-funded treatment and health insurance, and responded to 1,036 complaints related to drug shortages or pricing.
In social protection, the Ministry of Social Solidarity handled 8,882 complaints and requests, including issuing or reactivating 2,878 Takaful and Karama cards and completing 307 integrated services cards for persons with disabilities. The National Social Insurance Authority processed 3,431 complaints, finalized benefit payments for 816 citizens, and reviewed 985 insurance files.
Education-related complaints totalled 8,277, with 7,400 referred to competent authorities. In housing and utilities, the system received 29,100 complaints and inquiries, including 21,100 related to housing and 7,968 linked to utilities. Electricity complaints accounted for 4,550 cases handled by the Ministry of Electricity and a further 1,694 handled by governorates.
Market and consumer issues included 3,485 complaints handled by the Ministry of Supply, largely linked to ration cards and commodity availability. The Consumer Protection Agency processed 2,035 complaints, resolving 1,668, while the National Food Safety Authority handled 263 complaints, resolving 245.
Security-related complaints reached 13,300 cases, while the Ministry of Justice handled 531 linked to judicial services. Administrative and employment-related complaints totalled 9,418; communications, 5,990; petroleum and mineral resources, 5,322; banking services, 3,325; transport, 797; and water resources and irrigation, 990. Environmental complaints reached 8,688, most of which were resolved.
The system also prioritized emergency cases, handling 3,806 urgent complaints during the month in coordination with relevant ministries and local authorities.
El-Refai said the system continues to analyse complaint patterns and geographic concentrations to reduce recurrence and improve service delivery.
Managed by the Cabinet’s Information and Decision Support Centre (IDSC), the system routes submissions to relevant authorities, tracks follow-up actions, and reports directly to the Prime Minister’s Office.
Complaint volumes rose sharply in 2025, climbing from about 135,000 in March to 218,000 in July and 201,000 in August, before easing to 195,000 in September, according to cabinet data.
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