The Egyptian Drug Authority (EDA) announced that it has achieved a completion rate nearing 100% in addressing approximately 2,450 inquiries and complaints received from the beginning of 2025 until the end of September 2025. These were internally distributed among the relevant departments within the Authority, including around 950 complaints and inquiries received during the third quarter of the year via the Unified Government Complaints System affiliated with the Presidency of the Council of Ministers.
The Authority confirmed that this achievement comes within the framework of strengthening the principle of transparency and reinforcing citizens’ trust in the efficiency of the services provided, in line with the State’s directives to facilitate communication between citizens and government entities and ensure prompt problem-solving, in accordance with Presidential Decree No. (314) of 2017, Prime Ministerial Decree No. (1855) of 2017, and Cabinet Decree No. (2564) of 2024.
These efforts were made under the directives of Dr. Ali El-Ghamrawy, Chairman of the Egyptian Drug Authority, and under the patronage of Dr. Tarek El-Rifai, Assistant Secretary-General of the Unified Government Complaints Secretariat at the Presidency of the Council of Ministers, with continuous follow-up by Eng. Karam Khalifa Qabel, Director of the Follow-up Department at the Unified Government Complaints System. These efforts translate the Authority’s commitment to activating community communication mechanisms within the unified government system.
The Authority clarified that the complaints and inquiries received covered various topics, including: availability and quality of pharmaceutical products, reporting of pharmaceutical violations, technical inquiries related to pharmaceutical and medical supplies products, as well as support and follow-up regarding export activities and pharmaceutical consultations.
All cases were distributed to the relevant departments and handled promptly and effectively in accordance with the highest standards of quality, confidentiality, and fairness, and in compliance with the Constitution and the law.
The Authority affirmed that it places great importance on enhancing staff efficiency and developing the response system through continuous training and close oversight by leadership, ensuring effective resolution of complaints, identifying root causes, and improving the services provided to citizens.
The Egyptian Drug Authority calls on citizens to submit complaints and inquiries through the Unified Government Complaints System of the Presidency of the Council of Ministers via the following channels (with QR Code available in the attached awareness poster):
Online portal: www.shakwa.eg
Mobile application: Fi Khidmitak
Hotline: 16528
This comes as part of the Authority’s keenness to strengthen effective communication with citizens, enhance their satisfaction and trust, and continue efforts to ensure access to safe, effective, and high-quality medicines for all patients—supporting the Authority’s role in continuously improving follow-up and response mechanisms.