National Telecom Regulatory Authority EGYPT

Consumer Protection Highlights Sameh Said

8-10 September 2014

Lilongwe, Malawi

The Sixth Annual African Consumer Protection Dialogue Conference

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Vision

Attaining prosperity, freedom and social justice for all citizens by using all unsophisticated means of information technology and communications that are accessible to everyone with the aim of providing knowledge and services anywhere and at anytime.

NTRA works on the development of the telecom sector while keeping the balance between the stakeholders on a fair basis.

MissionAnticipate and lead the reform of the telecom market and develop the telecom industry while keeping the balance between the different stakeholders on a fair basis and protecting consumer rights.

Announcements:• Protect yourself through mobile (ITU ) recommendations• Report about any religious inappropriate link.• Warnings against : Credit transfer SMS . Deceptive messages.

Awareness:• Launching a CRPC channel : • http://www.facebook.com/CRPC• Publishing awareness videos for people with special needs on the NTRA

official web site based on the NTRA original telecom services awareness brochures.

• We are looking for launching a special call center for people with special needs sooner .

Protecting Consumers in Telecommunications

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Services brochures :

• Fixed Telephone Service• Mobile Service • Internet and data Services• Child Secure Internet • Health and Safety (electromagnetic fields)• Internet ethics code. • Mobile ethics code. • Wireless Internet safety.• Safe e-shopping .• Safety driving code of ethics.• Consumer Rights’ Protection Committee brochure.

Protecting Consumers in Telecommunications(Cont.)

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• NTRA Complaints Centre was established in September 2002, in order to receive complaints of the end user, via a telephone line #(155), related to quality, reliability and performance of operators and service providers and to ensure their compliance with the license agreement.

• NTRA Complaints Centre receive complaints as a second tier, The Customer has first to complain to the company to get complaint number and then contact us via hotline, Fax or e-mail .

NTRA Complaints Centre

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Deceptive Advertising and Marketing

Basics :• Consumers should get what they pay for. • NTRA works to ensure that national advertisers can back up the claims they

make for their services & products .• Regularly review all campaigns and any provider is not eligible to advertise or

announce a promotion before getting our approval on it’s specs and duration.

Examples :

• Internet speeds promotion according to our QoS rules.• Any promotions upon certain limited time.• The specification and prices of any services must be launched clearly.• Continuous measurements for the Fixed, mobile & Internet services.

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Protecting Consumer Privacy

• According to telecom Act and the providers licenses :• The providers are eligible about consumers privacy and

any revealing or misusage of their information , data will put them under punishments.

• SMS & IVR messages upon requests and needs consumer approval (Under negotiation.)

Awareness Campaigns:

• Educating consumers about how to protect their privacy online and offline. • Issuing recommendations on using FACEBOOK, P2P & social networks.• Passwords manipulation restrictions.• Chatting constrains.

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Safeguarding Children

• Egypt is following The Children’s Online Privacy Protection Act (COPPA) to protect children’s privacy when they’re online .

• NTRA is raising the kids , youth , teachers and parents awareness about online risks via Awareness campaign , website , Facebook , YouTube and all media (TV , Radio And newspaper).

• MCIT , NTRA , providers and other stakeholders are building a complete media campaign for child online protection (COP):

• • WE recognizing the importance of ensuring people’s safety on

the Internet, we has taken concrete steps to create an interactive platform to share relevant information, best practices, concerns and resources. Egypt build :

* The National e-Safety Working Group: http://mcit.gov.eg/Internet_Safety

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Safeguarding Children(Cont.)

Teach them to be SMART :

SET YOUR LIMITS.MEETING ONLINE FRIENDS OFFLINE.ACCEPTING INVITATIONS / FRIENDSHIPS.REACT fast.TELL SOMEONE ABOUT YOUR CONCERNS.

• Egypt Mechanisms:

• To complaint, call the hotline # 155 from the fixed line or mobile.• In case any internet crime is committed against your kid, you can either call:• The Department of Documentation and Information Ministry of Interior .that

has been established to fight computer and internet crimes, hotline # 108 • Child Helpline # 16000 of the National Council for Childhood and

Motherhood, (NCCM), Egypt.

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NTRA decided from years ago to free the telecom market:

• We have 3 mobile operators.• We have more than 8 Internet providers.• We have one fixed operator but in very near future this year ,we will launch a

Unified license for all operators to act as triple play operator ( Voice , data & Internet).

• We are observing the market and operators to assure free competition and prevent any harm behavior affecting the industry.

Fostering Competition in the Tech Industry

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• Applying user-friendly policies, has become a dire need. Environment protection is an important issue for human safety.

• for sustaining social and economic development, and for preserving natural gifts for next generations.

• ICT tools, widely spread currently, constitute very important potential for protecting environment, creating solutions for decreasing toxic emissions by other sectors.

Green ICT :

Initiative :• We have protocol signed between MCIT and Ministry of Environmental Affairs years ago

aims at raising community awareness about Green ICT challenges and opportunities.• Setting fundamentals and national policies for Green ICT, adopt a multi-stakeholder

approach to address various green ICT challenges,.• Reduce the adverse environmental effects resulting from the expansion in the use of ICT.• Supporting the use of communication and information technology as an effective tool to

reduce GHG emissions resulting from other sectors.• MCIT produced Green ICT in Daily Life Leaflet:• http://

mcit.gov.eg/Upcont/Documents/green%20IT%20English%20-may201020106213521.pdf

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Collaborating with International Partners

NTRA is fully committed to its international obligations. Our objective is to build up global partnerships for development of the telecommunications sector in Egypt, to turn digital divide into a digital opportunity for sustainable advancement and improvement of the quality of life of all people, especially those isolated by economic and knowledge barriers.

• Egypt has been a member of • The International Telecommunication Union (ITU) since 1876.• Due to the growing importance of internet governance that was emphasized in both

phases of the WSIS process, the Internet Governance Forum was created to discuss these issues .

• Association of Regulators of Information and Communication for Eastern and Southern Africa (ARICEA)

• The Arab Network for Regulatory Authorities (ARNET)• EU Twinning project (2 years):In 2004, the Association Agreement (AA) between Egypt and the European Union entered into force, enabling an enhanced state of partnership between both contracting entities. 12

Mobile Network ServiceResolving time Average (days)

Response Percentage

Resolved Complaints

Received Complaints

5.32 89.33% 21.684 24.273 Total

Fixed Line ServiceResolving time Average (days)

Response Percentage

Resolved Complaints

Received Complaints

25.95 76.98% 4.050 5.261 Total

Internet ServiceResolving time Average (days)

Response Percentage

Resolved Complaints

Received Complaints

21.59 76.94% 16.164 21.009 Total

Mobile DevicesResolving time Average (days)

Response Percentage

Resolved Complaints

Received Complaints

15.43 92.85% 2.739 2.95 Total

Complaints received during the first half of the year 2014

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Mobile Network Service

Yearly Growth Rate %

MonthlyGrowth Rate % May-14 Apr-14 May-13 Unit

7.6 -0.17 101.76 101.93 94.57 Million lines Mobile users

6.34 -0.39 119.69 120.08 113.75 % Mobile Penetration Rate

Internet Service

Yearly Growth Rate %

MonthlyGrowth Rate % May-14 Apr-14 May-13 Unit

33.82 5.2 44.51 42.31 33.26 Million Users

Internet Users

12.49 2.51 52.35 49.84 39.86 % Internet Penetration Rate

404.77 1187.30*

1187.30 235.22 Billion Pulse/Sec

International Internet Capacity

7.77 0.49 53.88 53.39 46.11 % Families usingInternet from home

Summary Indicators for ICT in Egypt

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ADSL Service

Yearly Growth Rate %

MonthlyGrowth Rate % May-14 Apr-14 May-13 Unit

19.75 1.00 2.83 2.80 2.36 Million subscribers ADSL Subscribers

72.67 8.55 19.24 17.72 11.14 Million subscribersMobile Internet Subscribers

7.12 1.52 18.90 17.39 11.78 % Mobile Internet SubscribersPercentage to Mobile Users

9.76 1.54 43.26 41.72 33.50 % Mobile Internet Subscribers

Percentage to Internet Users

19.32 9.19 3.87 3.54 3.24 Million subscribers USB Modem Subscribers

Summary indicators for CIT in Egypt (cont.)

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Fixed line service

Yearly Growth Rate %

MonthlyGrowth Rate % May-14 Apr-14 May-13 Unit

1.38 0.43 14.99 14.93 14.79 Million Line Total Central Capacity

-24.04 -4.38 6.58 6.88 8.66 Million Subscriber Fixed Service Subscribers

-25.85 -4.61 7.86 8.24 10.60 % Fixed Service Penetration rate

0.00 -0.06 1704 1705 1704 Central No. of Centrals

-0.08 -0.08 1200 1201 1201 Central Centrals in Countryside

Summary indicators for CIT in Egypt (cont.)

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Thank You

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