OmantelMergerWebsite

 These Terms of Service and any subsequent amendments hereto shall come into effect 30 days after the date of receiving the approval from the TRA. 

 Every Applicant of the Services shall be provided with a copy of the TRA approved Terms of Service. 

 Printed copies of the current version of these Terms of Service are available at Omantel Customer Service Counters. Electronic version is also posted on the Omantel web site.

 The Customer may communicate with Omantel by phone, in person at any Customer Service Counter, by post, by facsimile and through internet. Communication by Omantel may be sent to the Customer by phone, courier, post, facsimile, e-mail or SMS to the Customer address in the Customer record maintained by Omantel.

 Definitions

 “Force Majeure” means any action outside the control of the Licensee that can not be anticipated or avoided.

 “Telecommunications Services” means Telecommunications Services made available to any person by Omantel.

 “Resale Services” means Telecommunications Services Purchased from the Licensee by a licensed Service Provider and made available to a Beneficiary, together with such additional services as the Service Provider may provide.
 

 “CSR” means Customer Service Representatives.

 Credit Limit” means the maximum amount of all outstanding charges set by Oman  Mobile;

 “Deposit” means the security deposit that Omantel sets with the approval of TRA and may ask before making available any Telecommunications Service and will hold against payment of future bills.

 Application for Service

 Anyone requesting service must accurately complete the appropriate Application Form for the specific service required, provide the documents identified in the Application Form, read and understand the specific terms and conditions and duly sign it.

 An Applicant who is a natural person shall be at least 18 years of age.

 The service is subject to assessment and application of credit limits established by Omantel with the approval of TRA.

 Appropriate deposit is to be paid by the Applicant according to Omantel Deposit Policy approved by TRA.

 A receipt for the deposit shall be provided to the Applicant and shall be held by the Applicant for future refund if any.

However, if the original receipt is misplaced then the deposit amount will be refunded upon receiving a formal request in writing from the customer. The copy of the deposit receipt and the application will be retrieved from Omantel files and the amount will be refunded after verifying the signatures with that on the application and the ID. If the subscriber is a company the amount will be refunded on receiving an official letter from the authorized signatory as in the commercial registration documents of the company.

 

 Omantel shall indicate to the Applicant when service is expected to be received, if this date is known. If the date is not known at the time of the application, the Customer shall be advised within 15 days of the application date when service can be expected to be received.

 Omantel Obligations
 

Omantel shall offer all Customers of the same class the same Terms of Service unless otherwise specifically permitted by TRA. This obligation shall apply to tariffs charged, quality of service provided and the time within which the requested service is made available.
 

 Omantel shall endeavor to provide the best possible service and meet the quality of service requirements as per the license conditions. However service may be adversely affected at certain times due to network congestion or fault, maintenance or other technical and operational constraints. Services may also be affected with network expansion or reconfiguration. Notwithstanding the above, Omantel is committed to provide service within the required quality parameters except in the case of Force Majeure.

 

 In case the service is affected due to technical or maintenance reasons, Omantel shall endeavor to re-establish service as soon as possible. 

 Omantel maintains the highest of standards in marketing campaigns, advertising and promotional offers. Clarification or additional information can be provided through the Customer Service Counter or by writing to Omantel.
 

 Omantel reserves the right to propose new tariffed services, revise the tariffs and/or the terms and conditions of existing services and make promotional offers consistent with TRA regulations. Information related to these is made available through one or more of these channels: Public media, Customer Service Counters, Retail or Agency outlets, Bill inserts and Omantel web site.
 

 Omantel staff is always ready to assist the Customer and carries duly authorized identification which bears his photograph and name. No employee is permitted to demand or accept money or favors in respect of work carried out on behalf of the Company.
 

 In case of any defectiveness in the devices provided to the customer by Omantel during the warranty period, Omantel will replace or repair the defected device.
 

 Omantel has the right to inform the subscriber about any services provided by the company via the address provided at registration or through SMS to the Omantel Mobile number provided as well. If the subscriber is a corporate entity, the communication with the subscriber will be through the authorized contact person.

Furthermore, subject to approval from the TRA, the company has the right to make changes to the clauses of this agreement including the terms and conditions related to services, products, plans and tariffs. In this case, all changes will be published in the local newspapers (English and Arabic) and its website.
 

 Customer Obligations

 The Customer shall pay the TRA approved tariff for the service which is provided. The Customer is responsible for calls made by him/her terminal equipment and is not responsible for any line theft beyond customer premises.
 

 The Customer is obliged to pay the TRA approved charges for the service requested in the application for service. The Customer shall not permit the service to be used for any purpose other than for which it is intended.
 

 Under the Omantel license, only service Providers licensed to provide Additional Telecommunications Services as per article 21 of the Telecommunication Regulatory Act are permitted to Resale of Services. Any other customer shall neither re-sell nor assign the service.
 

 All facilities and equipment (e.g. telephone set supplied with a new fixed line) supplied and used by Omantel to provide service shall remain the property of Omantel and upon termination of service, the Customer must return all facilities and equipment except when these have been paid for or supplied by the Customer.
 

 The Customer must use only TRA type approved devices and comply with all relevant manufacturer’s specification, legislation or regulations related to their use.
 

 A Customer who has deliberately, or by virtue of lack of reasonable care, caused loss or damage to the Company's facilities may be charged the cost of restoration or replacement with the approval of TRA.
 

 The subscriber is obligated to make payments of all the financial expenses that resulted from the usage of the services provided by the company. This also includes usage made by any person as long as it was done through the subscriber’s registered number whether this usage was done legally or illegally.

This commitment remains applicable to the subscriber in case of seizure or theft of the PIN or the line or any equipment connected to it by others by any means till the time and date of reporting the incident to the company to stop the service.
 

 The customer has the freedom to use any data on his/her terminal equipment as long as it is not used to offend any other individual. The Customer is held responsible for complying with public order and public moralities and must not use the service or allow any other person to use the service for any improper, immoral, fraudulent or unlawful purpose or for sending communication which is offensive, abusive, indecent, defamatory or menacing.
 

 The Customer must not cause or knowingly allow others to cause any nuisance, annoyance, inconvenience or harm by sending untrue, mischievous and unsolicited calls or messages or carry out activity which violates public order or public morals. Otherwise the Customer is liable for penalties under Articles 61 and 62 of the Telecommunications Regulatory Act.
 

 Omantel staff is always ready to assist the Customer and carries duly authorized identification which bears his photograph and name. No employee is permitted to demand or accept money or favors in respect of work carried out on behalf of the Company.
 

 Billing:

 Omantel shall issue a clear and detailed monthly bill at the end of each billing cycle for services provided as per approved tariffs showing the chargeable call units for national and international calls, monthly subscription charge, as applicable, and payment due date.
 

 Each call is charged from the commencement of the call at intervals determined by the chargeable call unit.
 

 Tariff information on applicable subscription charge, chargeable call units and any pricing plan options are available on the Omantel website or at Customer Service Counters.

 The bill is sent by mail to the mailing address provided by the Customer. If for any reason, the bill is delayed or not received, a copy of the bill may be obtained at Omantel Service Counters or OIFC (the collection agent of Omantel) offices.
 

 Omantel Customer can pay the bill through one of the following payment channels:

- Omantel Service Centres;
- Omantel Bill Payment Machines where available 24 x 7;
- OIFC Branches;
- Oman National Electric Co. (branches in regions other than Muscat);
- Oman Arab Bank (Bill Payment Machines + Tellers);
- Oman International Bank (for bank customers through tele-banking, direct debit and ATMs);
- Bank Muscat (Bill Payment Machines, tele-banking and ATMs);
- National Bank of Oman (for bank customers through tele-banking, ATMs);
- HSBC.

 

 Customers may note that their accounts are updated only after receipt of the due amount. Delay in payment may result in restriction and eventual disconnection of the service. Bills for a calendar month are issued in the following month of usage and are due for payment before the last day of the month when issued. The customers are allowed a further two weeks grace period to pay their bills after the due date. After the 2 weeks grace period if the overdue bill amount is not settled then the "outgoing calls" will be barred. Incoming calls will also be barred if payment is not received within 30 days from the date of barring outgoing calls.

 

 Upon request for termination of service or with a year of "Good Credit History", i.e. not more than one disconnection for non-payment over a period of last 12 months, a Customer may request the refund of a deposit.

 

 A receipt for the deposit shall be provided to the Applicant and it shall be held by the Applicant for obtaining future refunds, if any. However, if the original receipt is misplaced then the deposit amount will be refunded upon receiving a formal request in writing from the customer. The copy of the deposit receipt and the application will be retrieved from Omantel files and the amount will be refunded after verifying the signatory with that on the application and the ID. If the subscriber is a company the amount will be refunded on receiving an official letter from the authorized signatory as in the commercial registration with the Ministry of commerce and industry.

Request for refund is made at an Omantel Service Counter by completing the appropriate Refund form and providing proof of identity, the Deposit receipt and evidence of settlement of the final bill. Payment is made in cash against a signed acknowledgement of having received the refund. Upon customer's specific request, the deposit amount can be refunded by a direct transfer to the bank account of the customer within 7 working days from the date of request.

 

 Billing and payment enquiries such as billed amount, due date, payment locations, payment details etc can be made by contacting :

- Omantel Service Centers.
- Omantel Call Center by dialing 1300.
- By Email: billing@Omantel.om
 

 Billing
 

 Customer shall check and verify the accuracy of the bill related to the service and shall within 60 days from the bill issue date, bring any error or discrepancy to the attention of Omantel.
 

 Queries relating to billing details other than payments can be made by contacting :

- Omantel Service Centers
- Omantel Call Center by dialing 1300
- By Email: billing@Omantel.om

 

 Types of common billing complaints are:

- Correctness of billing details
- Dispute over genuineness of calls
- Long duration of local, national or international calls
-Customer charged for wrong feature e.g. charged for calling line identification instead of call barring which
should have been the subscribed feature
- Service disconnected without valid reasons

 

 CSR shall review the billing problem and try to resolve it seeking the assistance of the Customer Care Supervisor, if required.

 

 If the problem is not solved by the Customer Service Representative or Supervisor, the Customer shall fill out a Complaint form or submit a letter, which is forwarded to Complaint Handling Team for further investigation and resolution.

 

 Upon the completion of investigation, an official letter will be sent to the customer clarifying the problem and indicating the resolution of the complaint or any other course of action within 15 days from the receipt of the complaint.


 

 Service related

 Inquiries and complaints related to service, features or products are handled by contacting :

- Omantel Service Centers.
- Omantel Call Center by dialing 1300.
- By Email on billing@Omantel.om
 

 If the problem is not solved by the Customer Service Representative or Supervisor, the Customer shall submit a written complaint, which is escalated to Customer Care Manager for resolution.
 

 Upon the completion of investigation, an official letter will be sent to the customer clarifying the problem and indicating the resolution of the complaint or any other course of action within 15 days from the receipt of the complaint.
 

  Faults
 

 A Customer can report fault by calling 1300 or visiting the Omantel Customer Service Counter.

 The Customer is required to provide details including telephone number, contact information and the description of the fault or trouble. A Trouble Ticket is produced and the Complaint Ticket Number identified and provided to the Customer.
 

 Fault shall be investigated and corrective actions taken to remove the fault and restore the service within 48 hours in case of cable faults and within 24 hours in case of other faults. For other than Force Majeure conditions, should the service remain interrupted continuously for more than the above time limits, the customer shall be compensated as per terms stipulated in Clause 4.3 of this agreement.
 

 The Customer is advised upon clearance of the fault and the Trouble Ticket is closed.

 Mischievous, Nuisance and Unwanted Calls

 A Customer who receives mischievous, threatening or unwanted calls to Omantel shall be advised to report the matter to the Royal Oman Police (ROP). In any follow-up action taken by the ROP, Omantel will cooperate to provide the necessary support and information consistent with article 5 of the Telecommunications Regulatory Act and article 24.4 of the Omantel License.

7.5.

 Escalation to the Regulatory Authority

 Where there is an unsatisfactory resolution of a complaint or dispute after the approved Omantel Dispute Resolution Procedures have been followed, the Customer may escalate to the TRA for resolution of any of the following matters:

- Billing, Service or Fault related Complaints
- The access to, or quality of, service provided
- The financial obligations imposed on the Customer as a condition of obtaining or continuing to obtain service;
- The disconnection or reconnection of service
- The interpretation of the Terms of Service
- The interpretation of, or applicability of, any TRA-approved tariff
- The treatment of the Customer's confidential information;
- Any breach of privacy and confidentiality terms of Omantel License; or
- Any other matter that is within the jurisdiction of the TRA.

 

 No complaint shall be brought to the TRA unless the Customer and the Omantel have been unable to reach agreement after negotiating in good faith for a minimum period of 15 working days from the date that Omantel received the written complaint from the Customer. Complaints must request resolution of all the issues that are under dispute. Complaints shall be in writing and shall set out the facts and the relief requested.

Suspension and Termination of Service
 

Service commences and the terms and conditions become applicable for when the service gets activated.

 Service may be terminated either by the Customer or Omantel.

A Customer may initiate termination of service by making a written and signed request and after payment of the final bill. A certificate of no dues is issued after the final payment is made.

  Omantel may, with prior notice, suspend, bar or restrict use of any service in accordance with the procedures duly approved by TRA for:

- breach of the Terms of Service
- exceeding credit limit
- non-payment of charges

However, Omantel may suspend, bar, restrict or terminate use of service in accordance with the procedures
duly approved by TRA for

- use of service for illegal ,fraudulent or criminal activity
- any activity that may damage or adversely affect the operation of the Omantel network.

 

 Service shall be reconnected after all dues are paid. If the operator fails to reconnect the service, after the customer has paid in full the outstanding bill, then the customer would be entitled for compensation equal to prorated monthly subscription for the period during which the service remained disconnected despite making the payment of the outstanding bill.

 Confidentiality of Customer Information

 Omantel or its approved agents may collect personal information about the Customer for the primary purpose of providing service, sending bills, directory information and credit assessment. For any other use, prior consent of the customer shall be obtained.
 

 Upon receiving an authorized request in writing by the customer, Omantel shall give access to Customer personal information and correct such information that is inaccurate or incomplete.

 Omantel shall disclose Customer information to law enforcement agencies to assist in prevention of crime and to emergency services in the performance of their duties, when demanded by these agencies. For all other entities, no personal information of customers will be disclosed without explicit consent of the customer.
 

 In case it is mandated by law, Omantel must provide customer information.

 No Customer will be allowed CLIR feature without the approval of the TRA. For a Customer permitted Calling ID restriction (CLIR), the calling number will be displayed to emergency services. Without CLIR, the calling number will be displayed to the called party.
 

 Operator Assistance and Directory Listing

 Unless otherwise requested by the Customer, personal information limited to name, address and telephone number shall be included in directory entries and used for Directory or other Operator Assistance.

 Transfer of Telephone Numbers

 All assigned telephone numbers are not owned by the customer and may be altered changed or withdrawn at anytime after notification and in accordance with the number plan policy and regulations issued by TRA.

 Omantel has the right to reassign or transfer number with proper notification for technical reasons and is not liable for any loss, damage or cost incurred by the Customer. While reassigning and reallocating the numbers, Omantel will follow the TRA guidelines/directives on the subject.

 

 The Customer has the right to terminate service if the number change is not acceptable and shall pay all dues up to the date of service termination.

 Access to Customer Premises

 Upon written request giving the reasons for the access to the Customer Premises, access should be allowed at all reasonable times to Omantel's employees in the execution of their duty and for the purpose of installing, maintaining, inspecting Company equipment and permission granted to run wires or cables to the Customer premises through a suitable right of way.
 

 In all cases, Omantel shall ensure that there is no damage to property, all debris are removed and the premises are restored to their prior condition. In case of damage to property and/or contents, suitable compensation shall be paid.
 

 Limitation of Liability

 Omantel is not liable whatsoever for any loss however caused including without limitation, non-delivery, misuse, mis-delivery, interruption, suspension, termination of service or for the content, accuracy and quality of information or resources made available, received and transmitted through the use of service.
 

If the Customer suffers direct loss or damage because of Omantel negligence, then Omantel is liable to compensate the customer in accordance with the Laws of Oman.

Application

The first page of the Standard Customer Agreement would contain the current Application GSM service application form with one item added as follows:
 

“Security Deposit Amount [           ].  Any security deposit would be refunded as per clause 3 of the agreement”

Note 1: The amount be filled in manually in the brackets at the time of customer application.  The term Nil would be filled in if no deposit is required.

Note 2: The second part of the Standard Customer Agreement would be the Annex containing terms and condition.  The Annex would be attached to the Application component of the Standard Customer Agreement using perforation so that it can be detached

Annex

General

1.

All Telecommunications Services offered by Omantel Mobile are subject to the terms and conditions duly approved by TRA contained in the following:

• These Terms of Service in the Standard Customer Agreement;

• Applicable provisions of Omantel Mobile Tariffs; and

• The terms and conditions in the signed Application Form fo the Customer

1:1

These Terms of Service and any subsequent amendments hereto shall come into effect 30 days after the date of receiving the approval from the TRA. 

1:2

Every Applicant of the Services shall be provided with a copy of the TRA approved Terms of Service. 

1:3

Printed copies of the current version of these Terms of Service are available at Omantel Mobile Customer Service Counters. Electronic version is also posted on the Omantel Mobile web site.

1:4

The Customer may communicate with Omantel Mobile by phone, in person at any Customer Service Counter, by post, by facsimile and through internet. Communication by Omantel Mobile may be sent to the Customer by phone, courier, post, facsimile, e-mail or SMS to the Customer address in the Customer record maintained by Omantel Mobile.

1:5

2.

“Force Majeure” means any action outside the control of the Licensee that can not be anticipated or avoided.

2:1

“Telecommunications Services” means Telecommunications Services made available to any person by Omantel Mobile.

2:2

“Resale Services” means Telecommunications Services Purchased from the Licensee by a licensed Service Provider and made available to a Beneficiary, together with such additional services as the Service Provider may provide;

2:3

“CSR” means Customer Service Representatives;

2:4

Credit Limit” means the maximum amount of all outstanding charges set by Oman  Mobile;

2:5

“Deposit” means the security deposit that Omantel Mobile sets with the approval of TRA and may ask before making available any Telecommunications Service and will hold against payment of future bills.

2:6

Application for Service

3.

Service provision is subject to credit limits established by Omantel Mobile.

3:1

The applicant shall pay a deposit according to the deposit policy of Omantel Mobile, approved by the TRA, which shall be explained to customers at the time of application.

3:2

A receipt for the deposit shall be provided to the Applicant, and it shall be held by the Applicant for obtaining future refund, if any. However, if the original receipt is misplaced then the deposit amount will be refunded upon receiving a formal request in writing from the customer. The copy of the deposit receipt and the application will be retrieved from Omantel Mobile files and the amount will be refunded after verifying the signatures with that on the application and the ID. If the subscriber is a company the amount will be refunded on receiving an official letter from the authorized signatory as in the commercial registration documents of the company.

3:3

Omantel Mobile Obligations

4.

Omantel Mobile shall offer all Customers of the same class the same Terms of Service unless otherwise specifically permitted by TRA. This obligation shall apply to tariffs charged, quality of service provided and the time within which the requested service is made available.

4:1

Omantel Mobile shall endeavor to provide the best possible service and meet the quality of service requirements as per the license conditions. However service may be adversely affected at certain times due to network congestion or fault, maintenance or other technical and operational constraints. Services may also be affected with network expansion or reconfiguration. Notwithstanding the above, Omantel Mobile is committed to provide service within the required quality parameters except in the case of Force Majeure.

4:2

In case the service is affected due to technical or maintenance reasons, Omantel Mobile shall endeavor to re-establish service as soon as possible.  Other than Force Majeure conditions, should the service remain interrupted continuously for more than 24hours, the monthly subscription charges will be waived pro-rata for the time beyond the 24hours when the service remained continuously interrupted.

4:3

Any SIM card provided to a Customer is the property of Omantel Mobile. Omantel Mobile warrants that the SIM card is free from design, manufacture or material defects provided it is used in accordance with Omantel Mobile’s instruction and recommendation. The warranty is valid for twelve (12) months from the date of purchase.

4:4

Omantel Mobile does not offer any guarantee for Roaming services which depend on the networks of other Operators. Omantel Mobile is not liable for any failure by a Customer to comply with the laws and regulations of another country when using International Roaming.

4:5

Omantel Mobile reserves the right to propose new tariffed services, revise the tariffs and/or the terms and conditions of existing services and make promotional offers consistent with TRA regulations. Information related to these is made available through one or more of these channels: Public media, Customer Service Counters, Retail or Agency outlets, Bill inserts and Omantel Mobile web site.

4:6

Omantel Mobile staff is always ready to assist the Customer and carries duly authorized identification which bears his photograph and name. No employee is permitted to demand or accept money or favors in respect of work carried out on behalf of the Company.

4:7

4:8

Omantel Mobile has the right to inform the subscriber about any services provided by the company via the address provided at registration or through SMS to the Omantel Mobile number provided as well. If the subscriber is a corporate entity, the communication with the subscriber will be through the authorized contact person.

Furthermore, subject to approval from the TRA, the company has the right to make changes to the clauses of this agreement including the terms and conditions related to services, products, plans and tariffs. In this case, all changes will be published in the local newspapers (English and Arabic) and its website.

4:9

Customer Obligations

5.

The Customer is responsible for calls (including SMS/MMS and other value added services) made from his/her telephone number and shall pay for these services as per TRA approved tariffs”.

5:1

Where the charges are based on any particular use identified in the application for service, the Customer shall not permit the service to be used for any other purpose.

5:2

The Customer shall neither re-sell nor assign the service.

5:3

 All facilities and equipment (e.g. SIM Card) supplied and used by Omantel Mobile to provide service shall remain the property of Omantel Mobile and upon termination of service, the Customer must return all facilities and equipment except when these have been paid for by the Customer.

5:4

The Customer must use only TRA type approved devices and comply with all relevant manufacturer’s specification, legislation or regulations related to their use.

5:5

Subject to a determination or decision by a relevant judicial or regulatory body, a Customer who has deliberately, or by virtue of lack of reasonable care, causes loss or damage to the Company’s facilities is liable for direct losses, and may be charged the cost of restoration or replacement.

5:6

The subscriber is obligated to make payments of all the financial expenses that resulted from the usage of the services provided by the company. This also includes usage made by any person as long as it was done through the subscriber’s registered number whether this usage was done legally or illegally.

This commitment remains applicable to the subscriber in case of seizure or theft of the PIN or the line or any equipment connected to it by others by any means till the time and date of reporting the incident to the company to stop the service.

5:7

The Customer shall be held responsible for observing and complying with public order and public morality and for origination of mischievous & unsolicited calls and messages, by him / her and by all others using the service provided to him / her.  The Customer shall not use the service or allow any other person to use the service for any other improper, immoral, fraudulent or unlawful purpose or for sending communication or transmitting data which is offensive, abusive, indecent, defamatory or menacing.

5:8

The customer shall inform Omantel Mobile, in writing, any change of address as soon as such change is affected.

5:9

 The customer shall not copy or manipulate the technical information, security and other features contained in the SIM card.

5:10

If the company provides a credit limit service, the subscriber has the right to request the company to set an agreed credit limit for consumption. Reaching the credit limit specified will result in disconnection of the service by the company. In this case, the company guarantees that the subscribers’ consumption will not exceed the agreed credit limit. As a result, if the subscriber’s consumption is in excess of the limit, the company has no right to request the subscribers to make payment in excess of the agreed amount. However, this excludes International Roaming charges (Voice, Data and Internet).

Billing

6.

Omantel Mobile shall issue a clear and detailed monthly bill at the end of each billing cycle for services provided as per approved tariffs showing the chargeable call units for national and international calls, monthly subscription charge, as applicable, and payment due date.

6:1

The subscription portion of the first monthly bill is calculated by pro-rating the subscription fees to the number of days of subscription in the month.  The subscription portion of the bill is then added to the usage bill to determine the first monthly bill.

Each call is charged from the commencement of the call at intervals determined by the chargeable call unit. (e.g., 30 second increments, 60 second increments, number of Kilo Bytes, etc. based on type of service).   Tariff information on applicable subscription charge, chargeable call units and any pricing plan options are available on the Omantel Mobile website or at Customer Service Counters or by calling the Customer Service Center.

6:3

The customer shall inform Omantel Mobile immediately of the theft or loss of the SIM card as the customer shall remain liable for all charges until the SIM card is blocked following the customer request.

6:4

The bill is sent by mail to the mailing address provided by the Customer. If for any reason, the bill is delayed or not received, a copy of the bill may be obtained at Omantel Mobile Service Counters or OIFC (the collection agent of Omantel Mobile) offices.

6:5

Omantel Mobile Customer can pay the bill through the one of the following payment channels:

• OIFCBranches

• Omantel Mobile Bill Payment Machines where available 24 x 7.

• Omantel Mobile Customer Service Counters

• Oman National Electric Co.

• Any of the banks with which Omantel Mobile has made arrangements for bill payments.  The names of the banks where payments may be made can be obtained from a Customer Service Representative or from the Company’s website.

Corporate customers can pay in cash or by check depending on the credit status of the customer with Omantel Mobile

6:6

Customers may note that their accounts are updated only after receipt of the due amount. Delay in payment may result in restriction and eventual disconnection of the service.  Bills for a calendar month are issued in the beginning of the following month.  Payment of the entire is due within 30 days of the date of the bill.  Customers are allowed a further 2 weeks grace period to pay their bills after the due date. After the 2 weeks grace period if the overdue bill amount is not settled then the ‘outgoing calls” will be barred. Incoming calls will also be barred if payment is not received within 1 week from the date of barring outgoing calls and the service is suspended.  The customer may settle his due bills and apply for service by paying the appropriate charges and obtain the same number within 180 days of the suspension of service.

Upon request for termination of service or within a year of “Good Credit History”, i.e. not more than one disconnection for non-payment over a period of last 12 months, a Customer may request the refund of a deposit.

Request for refund is made at an Omantel Mobile Service Counter by completing the appropriate Refund form and providing proof of identity, the Deposit receipt, and evidence of settlement of the final bill in case of request for termination of service. Payment is made in cash against a signed acknowledgement of having received the refund.

Billing inquiries relating to payment such as billed amount and due date can be made by calling the Omantel Mobile Customer Service Center (1234) or OIFC Call Center (2416 2222).

Emergency Service

7.

In case of emergency the customer is requested to contact 9999 which is free of charge.  The attendant at 9999 will direct the caller to the appropriate emergency agency.

Customer Queries and Complaints

8.

Billing

8:1

Customers may write to Omantel Mobile with any queries, complaints or comments at the following address:

Omantel Mobile Telecommunications LLC,
C/O Customer Services Division,
P.O. Box 694, Postal Code 130, Al-Azaiba, Sultanate of Oman

8:1:1

Customers shall check and verify the accuracy of the bill related to the service and bring any error or discrepancy to the attention of Omantel Mobile within two weeks of the date of the bill.  Types of common billing queries or complaints can be:

• Correctness of billing details

• Dispute over genuineness of calls or charges for SMS

• Long duration of national and international calls

• Customer charged for long service

• Service disconnected without valid reasons

8:1:2

Customers shall check and verify the accuracy of the bill related to the service and bring any error or discrepancy to the attention of Omantel Mobile within two weeks of the date of the bill.

8:1:3

Customers can make queries relating to billing by calling Omantel Mobile Customer Service Centers (1234) or visiting Omantel Mobile Customer Service Counters.  The Customer Service Representatives (CSRs) shall address queries and resolve or escalate as necessary the billing complaints of customers.

8:1:4

If the customer’s billing complaint is not resolved to the satisfaction of the customer, then the customer shall pay his due bill and then file a written complaint providing the details of the specific complaint and the remedy sought by the customer.  Omantel Mobile shall resolve the complaint within 20 days and inform the customer.

8:1:5

Service Related Queries and Complaints

8:2

Inquiries and complaints related to service, features or products can be made by calling the Customer Service Centers (1234) or by visiting Omantel Mobile Customer Service Counters. If the CSR is not able to resolve the complaint, the CSR will escalate for resolution.

8:2:1

Faults Related Queries/Complaint

8:3

A Customer can report fault by calling 1234 or visiting the Omantel Mobile Customer Service Counter.  The Customer is required to provide details including telephone number, contact information and the description of the fault or trouble. A Trouble Ticket is produced and the Complaint Ticket Number identified and provided to the Customer.  Fault shall be investigated and corrective action taken to remove the fault and restore service within 24 hours. Major system faults may take longer depending on the severity of the fault.  The Customer is advised upon clearance of the fault and the Trouble Ticket is closed.

8:3:1

Mischievous, Nuisance and Unwanted Calls

8:4

A Customer who reports mischievous, threatening or unwanted calls to Omantel Mobile shall be advised to report the matter to the Royal Oman Police. In any follow-up action taken by these authorities, Omantel Mobile will cooperate to provide the necessary support and information consistent with Article 5 of the Telecommunications Regulatory Act.

8:4:1

Escalation to the Regulatory Authority

8:5

Any complaints and disputes shall be resolved amicably between the customer and Omantel Mobile. No complaint shall be brought to the TRA until the Customer and Omantel Mobile have negotiated in good faith for a minimum period of 20 days from the date that Omantel Mobile received the written complaint from the Customer and the parties have been unable to reach agreement.  Complaints must request resolution of all the issues that are under dispute. Complaints shall be in writing and shall set out the facts and the relief requested. 

8:5:1

Where there is unsatisfactory resolution of a complaint within the stipulated time period and the customer has exhausted all the steps of “Customer Handling Procedure” of the operator, the customer has the right to raise the issue to the Regulatory Authority for mediation and resolution of the dispute of any of the following matters:

• The access to, or quality of, service provided

• The financial obligations imposed on the Customer as a condition of obtaining or continuing to obtain service, including any disputed Customer Bill

• The disconnection or reconnection of service

• The interpretation of the Terms of Service

• The interpretation of, or applicability of, any TRA-approved tariff

• The treatment of the Customer’s confidential information; or

• Any other matter that is within the jurisdiction of the TRA.

8:5:2

Suspension and Termination of Service

9.

Service commences and the terms and conditions become applicable for a Postpaid Customer when the service gets connected and for a Prepaid Customer when the prepaid account is activated.

9:1

In case of suspension of service due to exceeding of credit limit, loss or theft of SIM or non payment of charges, Omantel Mobile will notify the customer.

9:2

In the cases of suspension either due to non-payment of charges or exceeding of credit limit, service shall be resumed after all dues are paid.  In the case of suspension due to SIM loss or theft, service shall be resumed if and when the SIM Loss / Theft problem is resolved.

9:3

Service may be terminated either by the Customer or Omantel Mobile.  A Customer may initiate termination of service by making a written and signed request and after payment of the final bill. A certificate of no dues is issued after the final payment is made.

9:4

Omantel Mobile may, with prior notice, suspend, bar, and restrict use of any service in accordance with the procedures duly approved by TRA for:

• breach of the Terms of Service

• exceeding of credit limit

• non-payment of charges

However, Omantel Mobile may suspend, bar, restrict or terminate use of any service in accordance with the procedures duly approved by TRA for:

• Use of service for illegal, fraudulent or criminal activity.

• Any activity that may damage or adversely affect the operation of the Omantel Mobile network

9:5

Service shall be reconnected after all dues are paid. If the operator fails to re-connect the service after the customer has paid in full the outstanding bill, then the customer would be entitled for compensation equal to prorated monthly subscription for the period during which the service remained disconnected despite making the payment of the outstanding bill.

9:6

Confidentiality of Customer Information

10.

Omantel Mobile or its approved agents may collect personal information of the Customers for the purpose of providing service, sending bills, giving directory information and credit assessment. For any other use, prior consent of the customer shall be obtained.

10:1

Upon receiving an authorized request in writing, Omantel Mobile shall give access to Customer personal information and correct such information that is inaccurate or incomplete.

10:2

Omantel Mobile shall disclose Customer information to law enforcement agencies to assist in prevention of crime and to emergency services in the performance of their duties, when demanded by these agencies. For all other entities, no personal information of customers will be disclosed without explicit consent of the customer.

10:3

Operator Assistance and Directory Listing

11.

Notwithstanding Clause 10 above, unless otherwise requested by the Customer, name and telephone number, may be included in directory entries and used for Directory or other Operator Assistance but no other personal information may be disclosed except where law permits to do so.

11:1

Transfer of Telephone Numbers

12.

All assigned telephone numbers are not owned by the customer and may be altered changed or withdrawn at anytime after notification and in accordance with the Number Plan Policy and with the approval of  TRA

Omantel Mobile has the right to reassign or transfer number with proper notification and an explanation of the reasons for re-arrangement or transfer. Omantel Mobile is not liable for any loss, damage or cost incurred by the Customer.

12:1

According to the TRA Regulations, no customer is allowed to assign or reassign number to any body. The operators are not allowed to assign or reassign special numbers to another customer without paying the applicable charges for such special numbers and observing TRA relevant directives/regulations

12:2

In case the customer does not agree to alter or re-assign his number, the matter shall be reported to TRA for approval.

12:3

The Customer has the right to terminate service if the number change is not acceptable and shall pay all dues up to the date of service termination.

12:4

Where Number Portability is permitted and is operational, a Customer may keep the same telephone number when changing to another Service Provider.

12:5

Limitations of Liability

13.

Without prejudice to the obligations as a Licensee under the License issued by the TRA, Omantel Mobile is not liable whatsoever for any loss however caused including without limitations over which Omantel Mobile has no direct or indirect control for non-delivery, misuse, interruption, suspension, and termination of service or for the content, accuracy and quality of information or resources made available, received and transmitted through the use of service. Burden of proof of direct or indirect control would be on Omantel Mobile.

13:1

Notwithstanding Clause 13.1 above, if the customer suffers direct loss or damage because of negligence of Omantel Mobile, then the customer is entitled to claim the loss in accordance with the laws of the Sultanate of Oman.

13:2

Changes to Terms and Conditions

14.

Any changes to the terms and conditions of the Agreement will be informed to the customers at least 14 days prior to the effective date with prior approval of the TRA

14:1

Copyright

15.

The content provided through certain services such as Ring tones, MMS, etc. are copyrighted and may not be provided without the express written permission of the copyright owner.

15:1

Governing Law

16.

This term of service is governed by the Telecommunication Regulatory Act issued by Royal Decree No.30/2002, and the amendments to it unforceable including the amendments as promulgated by Sultani Decree No. (64/ 2007). This is in addition to the Consumers Protection Act issued by Royal Decree No 81/2002. The Omani relevant provision of laws and regulations would apply otherwise.