A S U

As part of Ain Shams University’s commitment to facilitating access to services for citizens and members of its community and ensuring a prompt response to their complaints, the University has announced the officially approved mechanisms and channels for contacting and communicating with the Unified Government Complaints System, affiliated with the Cabinet of Ministers.

Complaints and suggestions can be submitted and followed through the following channels:

Online Portal: Direct registration via the System’s website (www.shakwa.eg).

Hotline: Call the dedicated hotline at (16528).

Smart Application: Use the “Fi Khedmetak” (At Your Service) application, available for download via Google Play.

WhatsApp: Send complaints and submissions, supported by photos where applicable, along with the complainant’s full details, via (01555516528) or (01555525444).

Citizen Service Offices: Visit the Citizen Service Departments and Offices at the University and across government entities and authorities.

Under the leadership of Prof. Mohamed Diaa Zain El-Abedeen, President of Ain Shams University, the University reaffirms its full commitment to maintaining continuous coordination with the System to review all complaints received and work to resolve them promptly and effectively. These efforts contribute to improving the quality of services provided, enhancing transparency, and strengthening direct communication with the Egyptian public.

It is worth noting that the Unified Government Complaints System was established pursuant to Presidential Decree No. 314 of 2017 to receive, review, refer, and respond electronically to all complaints. Its scope of operation extends to all ministries, government departments and agencies, local administration units, public authorities, other government entities, and public legal persons, making it an official two-way communication channel between citizens and the government and its various bodies.

Prime Ministerial Decree No. 1855 of 2017 was also issued concerning the Unified Government Complaints System, reorganizing Citizen Service Offices and linking them to the System. The decree further sets out the System’s responsibilities for receiving complaints, following up on their review by the competent authorities, and notifying citizens of the final response to their complaints, while ensuring that no citizen is adversely affected as a result of submitting a complaint, provided that it meets the applicable criteria governing the right to lodge complaints.

The Unified Government Complaints System is available to serve you 24 hours a day, completely free of charge. No donations, gifts, or financial transfers are required in return for the service. To safeguard the confidentiality of your information, you are kindly requested not to disclose any bank card details, bank account information, or related passwords or PINs at any stage while handling your complaints.