Communicating with people - Egypt - Al-Ahram Weekly
A new initiative to hear out and respond to public complaints is launched.
Ola Chafik, a school employee, is a happy person. After months of complaining about a restaurant and coffee shop that opened illegally on the side street where she lives in the Zamalek neighbourhood, causing inconvenience to residents, the source of the disturbance was finally dealt with: the place was closed down. After filing several complaints with local authorities, what seems to have finally worked was reverting to the initiative 'Your Voice is Heard'.
The initiative was launched by the Ministry of Local Development under the auspices of the prime minister in October 2018 to address citizen complaints and issues across the governorates. It aims to strengthen communication channels with the people and ensure a rapid response to their complaints, according to Khaled Qassem, spokesperson for the Ministry of Local Development.
Minister of Local Development Manal Awad noted that 'Your Voice is Heard' has received close to 900,000 messages from its inception in 2018 to April 2025, including 137,000 complaints. Of these, 135,400 were replied to, representing a 98.7 per cent implementation rate. Another 1,812 complaints are currently being addressed in coordination with relevant authorities, according to a monthly report.
MP Samira Al-Gazzar said she believes the project is important given the absence of an elected local council whose responsibility is solving complaints lodged by citizens about issues including sewage, electricity, and water. The plan is a form of communication between citizens and the state, Al-Gazzar said. However, she added, while the initiative 'is good', there is a need for locally elected councils. A law regulating municipal elections has been years in the making.
According to Awad, the most complaints received in April related to building encroachments, followed by garbage piling up, then infringements on agricultural land and state property, then building violations, steep transportation fares, and price hikes. Complaints concerning corruption were directed to the relevant authorities.
Awad said follow-up results showed that the bulk of complaints was received via WhatsApp, followed by Facebook, a hotline, and an email address. The ministry has 98,500 followers on its page.
'Healthy communication between citizens and officials creates a sense of belonging,' Jihan Al-Nomrosy, a psychology professor at Al-Azhar University, told Al-Ahram Weekly.
Al-Nomrosy said community development refers to a set of organised efforts aimed at improving the economic, social, and cultural conditions of a community by empowering its members and enabling them to actively participate in identifying their needs and developing appropriate solutions. 'It is based on the principle of partnership between society, the state, or institutions, and seeks to achieve sustainable positive change that enhances people's quality of life and strengthens the spirit of solidarity and belonging among them,' she added.
Al-Nomrosy noted that people strive to live in an environment that provides them with comfort and happiness, saying greater awareness enhances community participation.
She said that where she lives, residents formed a group to manage the affairs of the district and elected a representative to communicate with the officials concerned. They collect monthly fees to pay for services including a private security company and putting up signs to identify building numbers. As for concerns related to cleanliness or paving roads, the group's representative communicates with officials.
To ensure success, school employee Chafik recommends continued follow-up by officials with employees and the communication of citizens with officials through the initiative's platforms. 'Your voice is your weapon, preserve it for truth and justice,' Chafik said enthusiastically.
Complaints can be sent via WhatsApp on 01200353111, the initiative's official Facebook page 'Your Voice is Heard'. The email address is [email protected], and the ministry's hotline is 15330.
* A version of this article appears in print in the 15 May, 2025 edition of Al-Ahram Weekly
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