Dr. Mustafa Madbouly, Prime Minister, reviewed efforts to receive, monitor and respond to government agencies to citizens ’complaints registered on the unified government complaints system in the Council of Ministers, during the month of January, through a report prepared by Dr. Tariq Al -Rifai, director of the system.The Prime Minister affirmed the continuation of the government's endeavor to communicate with the citizens, through several channels;On top of which is the system of unified government complaints, appreciating the important role that the system plays in monitoring citizens' complaints and dealing with them in coordination with all ministries and government agencies, which helps to overcome the causes of these complaints and meet the needs of citizens.
Dr. Tariq Al -Rifai said: The system of unified government complaints in the Council of Ministers received and monitored (87) thousand complaints, demand and distress during the month of January 2022, 55% of them were received through the hotline of the cabinet complaints,
While 45% of it was recorded through the electronic portal of the system, in addition to channels and means to receive, register and monitor other complaints, pointing out that an examination and review of about (85) thousand complaints and requests were completed,
Where (62) thousand complaints were directed to the competent authorities, and (22.5) A thousand complaints, according to the examinations of examination and review of complaints before directing them to the competent authorities, and the examination is being completed (2.5) A thousand complaints and request a prelude to taking the necessary action regarding it.
The director of the system added that the share of the ministries was 65% of the total complaints addressed to the authorities during the past month, and the ministries achieved;Health and Population, housing, facilities and new urban communities, social solidarity, interior, education and technical education, communications and information technology, electricity and renewable energy, higher education, scientific research, finance, and transportation;High completion rates in dealing with complaints against them,
Pointing out that the governorates specialized in 25% of the total complaints received by the system, and achieved governorates;Cairo, Alexandria, Port Said, Assiut, Giza, Sharkia, Dakahlia, Menoufia, Qalioubia, Beheira, Gharbia, Luxor, Matrouh, and Minya;Excellent achievement rates,
The bodies were also specialized in 10% of the total directed complaints, and the National Social Insurance Authority, the Central Agency for Organization and Administration, the Consumer Protection Agency, the Al -Azhar sheikh, the General Authority for Financial Supervision, and the National Food Safety Authority;Distinctive achievement rates to resolve complaints and remove their causes.
Dr. Tariq Al -Rifai added that with regard to complaints and requests for citizens regarding financial transactions with banks;The Central Bank dealt with these complaints, which were directed during the month, studying and examining effectively and efficiently, and achieved distinctive response rates for these complaints and requests,
Universities also achieved;Alexandria, Mansoura, Ain Shams, Cairo, Al -Azhar, Zagazig, Assiut, Benha, Menoufia and Sohag;High rates in the completion and speed of resolving complaints against them,
He pointed out that the highest sectors in which complaints received;The housing sector was followed by health services sectors, then social solidarity and security services.The director of the unified government complaints system, in detail, reviewed the efforts made in dealing with complaints during the month of January 2022 in the various sectors,
Where the system is keen to quickly achieve the best possible responses to complaints, appeals and requests in the field of health services;In coordination and cooperation with the devices and bodies of the Ministries of Health and Population, Higher Education and Scientific Research, and University Hospitals,
Where (9707) received complaints, requests and appeals in the field of health during the month of January, which were studied and directed to the relevant authorities, including (3209) complaints and inquiries about the registration of requests to obtain the new Corona virus vaccine (Covid-19), with a rate of 33%Among the complaints and requests received in the health services sector, which were directed to the Ministry of Health and Population, where they examined them;Immediately after receiving it, take all necessary measures against it.
He added that health complaints also included (1761) complaints and distress to citizens from various governorates, which required a quick medical intervention, with many specialties, and these appeals and requests have obtained the utmost importance in dealing with them,
It came from the most important;Impals for plastic surgery and repairing birth defects for children and newborns, as well as providing critical and focused care rooms for children and adults, nurseries for premature infants, as well as heart surgery and catheter, requests for installing cerebral catheters, brain and nerve surgeries, as well as help requests to issue treatment decisions at expenseThe state,
Stressing that these complaints and appeals have received quick responses from the leaders concerned with the Ministries of Health and Population, Higher Education and Scientific Research, and university hospitals also achieved distinguished responses in dealing with the cases they received, and required a quick medical intervention, in coordination with the Supreme Council of University Hospitals.
اقرأ أيضاالسيسي يتوجه إلى مدينة الرياض بالسعودية في زيارة رسميةDr. Tariq Al -Rifai added that in the context of the government's efforts to extend the umbrella of social protection for the various target segments, the Ministry of Social Solidarity has finished research and study (4985) complaints, demand and distress, and it was received during the month of January,
Where it was stated at the forefront of the responses to issue and reactivate (597) takaful and dignity card for families due to the conditional cash support program, and the issuance of (417) integrated services capacity for people with special needs, and also (155) financial assistance to urgent humanitarian cases from social solidarity institutions and NGOs.
The director of the system emphasized that the central intervention teams and the national program for the protection of children and adults without the Ministry of Social Solidarity succeeded in depositing (29) homeless citizens;In the role of various social welfares to receive all social and health care aspects, in addition to the family reintegration of (10) homeless citizens,
In addition to the team of the National Program for the Protection of Children and Adults without shelter to save (3) shelter families, in coordination with civil society institutions, by providing a suitable housing for them, including a family consisting of the father and mother and four children, a suitable housing has been provided and reinterated into themIn society, in the interest of children from homelessness, they also succeeded in providing in -kind and financial assistance and some job opportunities for (41) homeless citizens.
Dr. Tariq Al -Rifai added that the National Social Insurance Authority has finished research and study (1869) complaints, requests and distress, and at the forefront of the responses was to end the actual exchange procedures for insurance dues for (488) citizens of complaints, and linking, registering and determining the exchange patrol of the insurance dues for the number of (305)Citizens who filed complaints and appeals to the system,
In addition to directing (307) citizens who filed complaints to complete some of the necessary documents to end the procedures for paying their dues, after examining their insurance files.
Dr. Tariq Al -Rifai added that the ministries of electricity and renewable energy, housing, facilities and new urban communities, oil and mineral wealth, and the relevant governorates concerned;She dealt efficiently with (4470) complaints, distress and communication to citizens about defects or shortcomings, which could cause damage to people and property, and caused rapid responses to removing most of them,
Including, for example, complaints related to open electricity wires, lighting columns to fall, dilapidated or without bulbs, as well as breaking water pipes, sewage or natural gas leaks, as well as waterproof buildings, as well as the spread of stray animals and the repercussions of weather fluctuations, as well as trimming someLarge trees, and the procedures implemented on complaints were documented as soon as they were completed.
The director of the system added, during the report, that the Ministry of Electricity and Renewable Energy and its subsidiaries, and the relevant governorates dealt with (2408) complaints during the month of January, regarding complaints of electricity tasks and services, and providing the best responses regarding them, including receiving (700) complaints of interruptionThe electrical current or the instability of the current, and the number of (530) complaints of total complaints were resolved immediately, in addition to receiving (223) complaints regarding bills,
(92) complaints were resolved regarding the high value of the electricity bill or the allegation of the estimate.
He added that the complaints of the electricity sector also included receiving and dealing with (138) requests to change or install the electricity meter or complaints of the delay in installing electricity meters, or complaints of stealing an electricity meter,
In addition to receiving and dealing with (35) complaints from some of the citizens affected by the presence of an adapter or an electricity booth near their place of residence, or in agricultural lands, in addition to a number of complaints of damage from the high -pressure networks in the populated areas,
As well as reports and disadvantages of an explosion in one of the stalls and electricity cables, and the requests of citizens regarding the establishment of a network, adapter, or electricity booth in some areas, which are dealt with and included in future action plans to solve the problem, and determine the timing of actual installation,
The work of the work of the Ministry of Electricity and Renewable Energy and the subsidiary companies has replaced and renewed some of the wires, cables, transformers and kiosks to remove the causes of these complaints..
During the report, Dr. Tariq Al -Rifai, Director of the Unified Government Complaints System, confirmed that the Ministry of Housing, Utilities, Urban Communities and the relevant governorates dealt with (13976) complaints, among which was (10133) complaints, requests and distress linked to the housing sector, and (3843) complaints and distress related to the attachmentDrinking water and sanitation.
He added that the new Urban Communities Authority, and the competent governorates examined and studied and dealt with complaints related to the housing sector, according to the nature of each of them.
اقرأ أيضامجلس النواب يوافق نهائيا على قانون تنظيم السجون
One of the most prominent of these complaints and requests came (3897) complaints and requests from citizens wishing to obtain housing units, or those affected by the delay in receiving their housing units, requests for changing housing units, or reporting real estate and buildings to fall,
And (1658) complaints and distress from citizens affected by them to change the activities of some units and the presence of activities that violate the environment and health, demanding that these activities be changed or stopped, along with (893) complaints and request submitted by some citizens demanding the extraction of licenses for real estate or licenses to start a commercial activity.
He added that the complaints of the housing sector also included (1268) complaints and requests from citizens affected by the construction without a license and violation of the laws, or requests to implement the decisions and provisions of removal, or complaints of implementing removal decisions or requests for inspection committees,
In addition to (403) complaints and appeals from citizens affected by some of the infringement of property lands for the state or others, or the reports of some citizens infringe on some public roads.
He stressed that the Holding Company for Drinking Water and Sewerage and its subsidiaries, and the relevant governorates dealt with complaints related to drinking water and sanitation, according to the nature of each of them, and taking the necessary measures to remove them or limit their causes, and included (2453) complaints and distress from citizens affected by water cutsDrinking or poor nutrition for some areas,
In addition to requests to deliver drinking water services to some villages, complaints of water leakage with some real estate, or complaints of high bill value, requests for installing prepaid meters, examinations or changing the meter,
In addition to (1361) distress about the damage of some citizens from the wastewater rash in some areas, or breaking or blocking sewage pipes in other regions,
In addition to requests from some citizens of the different governorates, demanding the necessity of establishing, completing, replacing, and renewing a number of drinking water and sanitation networks in neighborhoods and residential areas residing in them.
Dr. Tariq Al -Rifai added that the Ministry of Interior received (4394) complaints, requests and seeking during the month related to various security services, as its most prominent topics came (2405) complaints and requests related to public security,
Where the ministry implemented campaigns of various formation in the areas in which complaints were stated that there are some manifestations, bullying and drug trafficking, to spread the spirit of safety and reassurance among citizens and extend the prestige of the state, and a number of (219) complaints of monument and fraud were investigated,
And the number of (64) blackmail, insults and slandering crimes that took place on the Internet, in addition to targeting (671) accused, complaints about the implementation of the rulings issued against them, and the arrest of a number of them, and the ministry reported that others are being restricted and monitored to arrest them as an enforcement of the law.
The director of the system confirmed that the Ministry of Supply and Internal Trade received during the month of January (1886) complaints and requests for services and food and food commodities, as it dealt with it according to the nature of each of them,
In the forefront of the responses to these complaints and disabilities, the number of (143) complaints about the damage of some bakeries to manipulate the weight of the subsidized bread or its quality, and inspection campaigns were implemented in coordination with the Supply Investigations by going to the subject of the complaint and editing records against those who are proven to commit any of the violations contained in the complaint,,
In addition to (5) complaints and reports about some merchants or owners of the shops selling expired or not suitable for human consumption, and that some factories produce foodstuffs using unknown source goods and materials, and they were resolved as soon as they are directed to the Ministry in coordination with the Supply Investigation,
Also, the number of (35) complaints resolved that some of the catering had been manipulated in the disbursement of the rations shares, the merchant retaining the exchange cards, and raising the commodities of some foodstuffs or not disclosing them,
Where the Ministry of Supply and Internal Trade dealt with these complaints and included what is required of them within the periodic inspection campaigns in which coordination is being coordinated with the Supply Investigations to go to the subject of the complaint and edit the records against those who prove to be committed by any of the violations received by the complaint.
Dr. Tariq Al -Rifai stressed that in light of the importance of the communications and information technology sector for citizens, the system has received (2548) complaints and requests during the past month, as these complaints and requests were sent to the Ministry of Communications and Information Technology to study and examine them,
اقرأ أيضامصطفى مدبولي يلتقى الرئيس التنفيذي لشركة فوداكوم الجنوب أفريقية التابعة لشركة «فودافون» العالمية (صور)In the forefront of those complaints and requests, (1661) came to replace and renew some of the centrals, increase the capacity of some of the existing centrals, or the interruption of the ground phone service, or requests to connect land lines or new networks, and to create new cabins to increase the number of ground lines in some areas.
He explained that the complaints of the telecommunications sector included (342) complaints of the poor performance of some companies provided for home and mobile internet service, requests to connect the Internet service, or increase the speed of internet service,
And (356) complaints about poor performance or job neglect of some of those working in some centrals, post offices, internet companies, or mobile service providers,
Also (87) complaints and requests from some citizens demanding the establishment or replacement and renewal of post offices in some areas in the governorates, or complaints about the poor performance of the service provided in some post offices, or complaints from some citizens because of the difficulty of disbursing the pension from some post offices,
The Ministry of Communications and Information Technology has dealt with these complaints according to the nature of each of them and taking the necessary measures, to achieve the best possible responses according to the nature of each of them.
The director of the unified government complaints system confirmed that the Ministry of Water Resources and Irrigation has finished researching and studying (524) complaints, requests and distress during the past month.
Where it was stated in the forefront of these complaints to take legal measures regarding (115) citizens regarding violations and violations or seizing the water sewer campus, where coordination was made with the security authorities to remove those violations and violations.
The reasons for (174) complaints were resolved and removed regarding the damage of worn, not to purify or request the replacement and renewalMaintenance of some bridges and bridges with these sewers.
Dr. Tariq Al -Rifai added that, during the past month, the system received (4225) complaints and requests for the job conditions of some workers in the administrative apparatus, the most prominent of which are (1635) complaints and requests from some workers, regarding the claim of eligibility to increase salaries, incentives and bonuses, or on the job staff, Or the right to rewards, in addition to penalties complaints,
Also (1294) requests on installation or exceptional leave, or mandate and transportation requests, assignment, loan, or changing the job title, in addition to (1054) complaints from some citizens affected by the modest level of job performance of some service providers and dealers with the public in some government agencies,Or complaints of claiming the refusal of some employees of the administrative apparatus to provide one of the services to citizens,
In addition to complaints of claiming that there are no service providers in some of the affiliated bodies during the official work timing, these complaints and requests were directed to the competent ministries, governorates, the central agency for organization and administration, and the concerned authorities, to quickly examine them and take the necessary necessary, and provide the best responses to these complaints and requests.
The director of the system confirmed that it is a continuation of the implementation of the Prime Minister’s assignment regarding receiving and monitoring complaints and communications of citizens;Through the WhatsApp application and sources of receiving and recording other complaints, about places that focus the accumulation of garbage, demolitions, construction, etc., which constitute a source of danger to the health of citizens, and the spread of diseases and epidemics,
The most prominent messages came in (18045) messages and image during the month of places of garbage accumulation and waste of all kinds, which were translated into (2005) complaints, reports, registration and directing to the provinces and competent authorities,
It included complaints and appeals from citizens affected by areas of garbage concentration, demolition or construction waste, the spread of unpleasant smells, animal waste and dung, or reports that some citizens raise animals in residential areas, or seeks as harmful activities of citizens' health.
Dr. Tariq Al -Rifai added that a number of (780) complaints and distress from citizens affected by some citizens have been dealt with activities harmful to health and the environment, or complaints of the spread of environmental waste and other waste harmful to the health of citizens..
He pointed out that these complaints and communications were directed to the relevant ministries and governorates' agencies, and through their study and examination, nearly 80% of them were met, and the completion and the necessary measures are taken to deal with the rest of the complaints,
The Ministry of Environment and the Governorates of Cairo, Alexandria, Qaliubiya, Giza, Al -Sharqiya, Menoufia, Western, Beheira, Dakahlia, Minya, Assiut, and Fayoum were specialized in.With distinct achievements in removing the causes of these complaints.
