The authority has handled more than 14,500 complaints and inquiries since the system’s activation, reflecting ongoing improvements in service quality and communication channels with citizens.
The number of complaints decreased from approximately 4,500 in 2024 to 3,338 in 2025, thanks to enhanced follow-up mechanisms and faster response times.
The Egyptian Drug Authority (EDA) announced achieving a completion rate exceeding 99.25% in handling complaints and inquiries submitted through the Unified Government Complaints System under the Prime Minister’s Office during 2025. This reflects the Authority’s commitment to transparency, strengthening citizens’ trust in service quality, and improving community engagement channels.
This achievement comes under the leadership of Dr. Ali Al-Ghamrawi, Chairman of the Egyptian Drug Authority, and under the auspices of Dr. Tarek Al-Rifai, Assistant Secretary-General of the Government Complaints Secretariat at the Prime Minister’s Office, with oversight from Eng. Karam Khalifa Qabel, Director of the Complaints System Follow-up Department at the Prime Minister’s Office, aiming to enhance and develop services provided through the Unified Government Complaints System. These efforts are in line with:
Presidential Decree No. 314 of 2017
Prime Ministerial Decree No. 1855 of 2017
Cabinet Decree No. 2564 of 2024
The Authority received 3,338 complaints and inquiries in 2025, distributed to the relevant departments within the EDA and handled efficiently. Over 99.25% of these cases were resolved, with 25 complaints still under review, contributing to improved service efficiency and higher citizen satisfaction.
This is a significant improvement compared to over 4,500 complaints and inquiries in 2024, reflecting the evolution of follow-up mechanisms, faster response times, and higher service quality. Since the activation of the Unified Government Complaints System until the end of 2025, the EDA has received 14,639 complaints and inquiries, resolving them at a completion rate exceeding 99.82%.
The complaints and inquiries covered various topics, including:
Availability and quality of pharmaceutical products
Reporting violations related to drugs or pharmacy establishments
Inquiries about pharmaceuticals and medical supplies
Support and follow-up of export procedures
Pharmaceutical consultations provided to citizens
All cases were directed to the relevant departments and handled quickly and effectively, adhering to the highest standards of accuracy, data confidentiality, and respect for citizens’ privacy.
The Authority emphasizes continuous improvement in complaint handling mechanisms, training staff to enhance response efficiency and speed, and close oversight by leadership at all levels to ensure complaints are addressed, root causes identified, and institutional sustainability promoted—resulting in faster resolutions, improved service quality, and increased citizen satisfaction.
The EDA encourages citizens to submit complaints and inquiries via the Unified Government Complaints System using the following channels:
Website: www.shakwa.eg
“At Your Service” Mobile App
Hotline: 16528
QR code available on the attached awareness poster
The Authority affirms its ongoing commitment to enhancing transparency and communication with citizens, ensuring safe, effective, and high-quality medicines, and building trust in the services provided, thus reinforcing its public service and societal role.