Egypt’s Minister of Social Solidarity,Dr. Maya Morsy, received a report detailing the performance of the various hotlines operated by the Ministry of Social Solidarity throughout 2024.
In 2024, the ministry’s hotlines received over 2.3 million calls from citizens, covering a range of inquiries, requests, and complaints about the ministry’s diverse services. These included the “Takaful and Karama” cash transfer program, the Integrated Services Card, Nasser Social Bank, and services related to the Anti-Addiction Fund.
The hotline operators responded to more than 1.9 million calls, with a response rate of 89%. Specifically, operators of the “Takaful and Karama” cash transfer program hotline (19680) handled 1.45 million calls, answering 1.29 million of them, achieving a response rate of 90%.
Nasser Social Bank’s hotline (16868) received 402,385 calls, with operators responding to 213,101 calls, resulting in a 58% response rate. For the Integrated Services Card, hotline number 15044 received 191,157 calls, with the ministry responding to 177,305 of them, a response rate of 93%. E-Finance, which manages part of this hotline, answered 106,987 of 112,481 calls, maintaining a response rate of 96%.
The ministry also managed calls to its general hotline (16439), receiving 77,090 inquiries and responding to 75,457 of them, achieving a response rate of 97%. Meanwhile, the Anti-Addiction Fund hotline (16023) received 93,144 calls, responding to 88,919, with a response rate of 97%.
The “Abnaa Misr” hotline, launched to support children and youth without family care, received 2,080 calls on hotline number 19828, with 1,900 calls answered, a response rate of 91%.
Additionally, the ministry’s general hotline (16439), the government complaints system (16528), and dedicated hotlines for the Integrated Services Card (15044), Takaful and Karama (19680), Anti-Addiction Fund (16023), Nasser Social Bank (16868), and Abnaa Misr (19828) remain available 24/7 to receive complaints and inquiries from the public.
