Insat platform takes telecom and postal complaints online

The Ministry of Post and Telecommunications has launched Insat, an online platform where users can report faults and complaints about telephone, internet, postal and payment services.

According to Algérie 360, the platform is at insat.mpt.gov.dz and brings together all services in the sector, not only phone operators.

Users can report internet and landline outages, slow internet speeds and problems with satellite connections. The platform also covers network coverage problems and unexpected cuts, as well as delays and problems with parcel delivery at the postal service.

Users can also complain about their postal current accounts (CCP) and CNEP savings accounts. CNEP is the National Savings and Provident Fund.

Complaints about the Edahabia card, a debit card from Algérie Poste, and about BaridiMob, the mobile app of Algérie Poste, have their own options. Complaints about welcome at post offices and agencies can also be filed.

Business users can raise issues on access to public orders, social and professional concerns, and licences and approvals under law 18-04.

To file a complaint, users open the complaints area of the portal and fill in a form in a few steps.

First, they enter personal details: name, first name, mobile number, email address, wilaya and home address.

They then choose the subject from a drop-down menu, name the organisation concerned, and describe the fault or dispute in a text box.

A side panel lets them attach proof, such as screenshots, invoices or other documents, to help services handle the file.

After validation, the user receives a file number to check progress at any time on the platform. The status may show that the file is in progress, that a technical visit is scheduled or that it is resolved.

Repair time depends on the type of fault, such as work on the network, remote setting or replacing equipment.

For a serious fault that needs work on the local cable network, online registration makes sure the file is officially opened and counted by the ministry's central services.