A S U

Ain Shams University, under the leadership of Prof. Mohamed Diaa Zain El-Abedeen, announced the outcomes of its Citizens’ Complaints Response System for 2025, affirming its success in achieving a qualitative leap in performance and responsiveness. This comes within the framework of the University’s ongoing efforts to strengthen direct communication with citizens and enhance the efficiency of administrative and educational services, carried out through the Central Administration of the University President’s Sector – Citizens’ Service.

The annual report of the Unified Government Complaints System, affiliated with the Cabinet of Ministers, revealed that Ain Shams University successfully met its planned targets. Key indicators showed that the University achieved an overall Complaints completion rate of 99.42%, surpassing the targeted rate of 95.10% during the period from January to December 2025.

According to the 2025 statistics, the Central Administration of the University President’s Sector effectively handled thousands of requests and Complaints, recording a total of 3,735 complaints, including 3,216 individual complaints and 519 collective complaints.

The University successfully finalized the handling of 3,855 Complaints, encompassing both those received during the year and those carried over from previous periods. Of these, 3,622 complaints were received and resolved during the current year, in addition to 233 complaints settled from earlier periods.

The System also demonstrated an outstanding response speed, achieving a Complaints completion rate of 96.97% during the reporting period, with an average response time of only 28 days per complaint.

The statistics further reflected diversity among the beneficiaries of the System, with citizens topping the list at 3,521 individuals, followed by 88 government entities, 31 residents, and 17 persons with disabilities, highlighting the inclusiveness of the system and its capacity to serve all segments of society.

These distinguished results, with an overall Complaints completion rate of 96.97%, position Ain Shams University among the leading governmental institutions in terms of responsiveness and engagement with citizens’ needs throughout 2025.