Handling Approximately 700 Complaints and Inquiries During the Q1 of 2026 with Full Transparency and Rapid Response
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Egyptian Drug Authority (EDA) announced its success in handling more than 15,000 complaints and inquiries since the activation of the Governmental Complaints Portal (GCP) affiliated with the Cabinet of Ministers until the end of March 2026, all distributed internally to the relevant departments of the Authority, with achievement rate of nearly 100%. This comes as part of EDA’s commitment to supporting the sustainable development of service delivery systems and enhancing the efficiency of responding to complaints and inquiries, thereby improving institutional performance and achieving higher levels of citizen satisfaction.
The Authority clarified that during the Q1 of 2026, approximately 700 complaints and inquiries were received through the Governmental Complaints Portal (GCP) of the Cabinet of Ministers, all of which were addressed with a resolution rate of nearly 100%. The main topics included reporting violations related to pharmaceutical products and pharmacy establishments, inquiries regarding medicine availability, and licensing of pharmaceutical facilities. These were referred to the relevant technical departments and handled promptly and effectively in accordance with the highest standards of quality and accuracy.
Egyptian Drug Authority also emphasized its full commitment to maintaining the system’s code of conduct regarding data confidentiality and beneficiary privacy, ensuring fairness and neutrality in reviewing complaints and inquiries, and providing effective government services that meet citizens’ needs and enhance trust in the pharmaceutical system.
These efforts come in line with the directives of Dr. Ali El-Ghamrawy, chairman of Egyptian Drug Authority, under the patronage of Dr. Tarek El-Refaie, Assistant Secretary-General of the Citizens’ Complaints and Satisfaction Secretariat at the Cabinet of Ministers, and under the continuous follow-up of Eng. Karam Khalifa Qabil, Director of the Follow-up Department at the Governmental Complaints Portal (GCP). This reflects the Authority’s commitment to improving public services and enhancing community communication channels, in implementation of the State’s strategy to improve the quality of government services and raise the efficiency of response to citizens’ complaints, based on Presidential Decree No. (314) of 2017, Prime Minister’s Decree No. (1855) of 2017, and Cabinet Decree No. (2564) of 2024 regarding the Governmental Complaints Portal (GCP).
In the context of continuous development, the Authority affirmed its ongoing efforts to further develop the complaints and inquiries system through continuous staff training, close monitoring of performance indicators, and working to promptly address the root causes of complaints to achieve the highest levels of citizen satisfaction, in line with the State’s direction toward sustainable institutional transformation and improved government service quality.
As part of strengthening community engagement, Egyptian Drug Authority is committed to reinforcing principles of transparency and effective response to citizens’ complaints and inquiries, supporting service development and enhancing operational efficiency within the Egyptian pharmaceutical sector.
Egyptian Drug Authority calls on citizens to submit complaints and inquiries through the Governmental Complaints Portal (GCP) of the Cabinet of Ministers via:
Website: www.shakwa.eg
“Fi Khidmatak” mobile application
Hotline: 16528
QR code available via the awareness poster
This reflects EDA’s vision to build an advanced pharmaceutical system based on rapid response, efficient performance, and enhanced public trust, through activating effective communication mechanisms and prompt handling of complaints and inquiries, in support of the State’s efforts to improve the quality of government services and achieve the highest levels of citizen satisfaction in accordance with best institutional practices.