Code of Practice. 1. About Kalaam Telecom

Transcription

1 Cde f Practice 1. Abut Kalaam Telecm Kalaam Telecm is a trading name f Kalaam Telecm Bahrain. Launched in 2005, Kalaam Telecm has grwn t be ne f the leading alternative peratrs ffering vice and data telecm services in the Kingdm f Bahrain. Nw in its 6th year f peratins, Kalaam Telecm prvides inbusiness slutins fr fixed and mbile telecmmunicatins and internet cnnectivity backed with strng after sales service- frm a dedicated crprate accunt manager, nline accunt management prtal, 24/7 dedicated custmer care, t strng and defined service level agreements and state-f-art platfrm based n Next Generatin Netwrk technlgy. Kalaam als has a well-established individual services and prducts i.e. fr individuals and residences, which makes internatinal calling and internet cnnectivity affrdable t anyne. Kalaam Telecm - Cde f Practice Page 1 f 14

2 2. The purpse f the Cde This Cde f Practice is t infrm yu, ur custmer, abut yur relatinship with us, Kalaam Telecm. It is written fr vice and data custmers wh purchase telecmmunicatins and internet services frm Kalaam Telecm directly. This cde f Practice cvers inbusiness services prvided t large and small businesses and individual services fr individuals and their residences. This cde aims t prvide yu with infrmatin n: hw t cntact Kalaam Telecm (Sectin 3) ur cmpany values and cmmitment (Sectin 4) ur services and the Kalaam advantage (Sectin 5) hw t subscribe t an inbusiness service; (Sectin 6a) InBusiness Subscriber Frm (Appendix 1) InBusiness Subscribers Agreement Terms and Cnditins (Appendix 2) Hw t subscribe t an InDividual Services (Sectin 6b) Service Activatin Days fr All Services: (Sectin 7) Kalaam s inbusiness Line Service Level Agreements;(Sectin 8) SLA fr inbusiness Talk Services; (Appendix 4) SLA fr inbusiness KlikNet Services; (Appendix 5a) SLA fr inbusiness KlikDedicated Services; (Appendix 5b) Feedback, cmplaints handling and cancellatin f services: (Sectin 9) Dispute Reslutin: (Sectin 10) Apprval and Review f Cde: (Sectin 11) Telecmmunicatins Authrity f the Kingdm f Bahrain Cntact Infrmatin. (Sectin 12) Nte: The Cde f Practice may be mdified frm time t time. Hwever an updated Cde f Practice can be made available n request by ing: supprt@kalaam-telecm.cm. Kalaam Telecm - Cde f Practice Page 2 f 14

3 3. Hw t cntact us Fr up-t-date cntact infrmatin, please visit ur website: A. By phne Kalaam s Head Office t speak t any department Timings: 8.30 a.m. t 5.30 p.m. Days: frm Sundays thrugh t Thursdays. Kalaam s Custmer Service and Supprt Lines - All custmer service and supprt lines are pen 24 x 7 inbusiness Services Sales Desk ; and Custmer Care ; individual Services Sales Desk ; and Custmer Care B. By fax Kalaam s Head Office & Custmer Care Centre C. By Sales: sales@kalaam-telecm.cm Custmer Care: custmercare@kalaam-telecm.cm Billing & Cllectins: billing@kalaam-telecm.cm Admin: inf@kalaam-telecm.cm D. By letter Kalaam Telecm Bahrain, Office Suite 1002, 10 th Flr, Almayyed Twer, P.O. Bx 21421, Seef District, Kingdm f Bahrain. Cntact details f Telecmmunicatins Regulatry Authrity f Kingdm f Bahrain are given in Sectin 12 f this Cde. Kalaam Telecm - Cde f Practice Page 3 f 14

4 4. Our service values All f Kalaam s inbusiness and InDividual Services cme backed with the Kalaam Advantage: Premium Next Generatin Netwrk technlgy, Dedicated crprate accunt manager fr every client; Online accunt management prtal, Technical supprt with defined service level agreements; Custmer Care: 24 x 7. Our gal at Kalaam is t be the first chice fr best-value fferings in advance vice, data, and valueadded services t business custmers. We are cmmitted t achieving this gal, thrugh cntinuus investment in persnalized service, quality and innvatin. Our values are: Custmer-Fcused: A custmer is f primary imprtance and deserves ur best service, attitude and cnsideratin. We aim t develp lng lasting relatinships with ur valued custmers. Quality-Driven: Quality t Kalaam means clearer telephne lines and fast & stable internet cnnectins. Value-Based Slutins: We ffer yu the best quality and innvative cmmunicatin services at affrdable prices. Kalaam Telecm - Cde f Practice Page 4 f 14

5 5. Our range f services A. Kalaam inbusiness Services fr Crprates and Businesses: inbusiness assists ur clients by prviding high quality f calls with ech cancellatin, nise reductin, and netwrk latency being kept at a minimum. Kalaam s inbusiness Service Line cnsists f vice (Talk) and data (Klik) slutins that prvide significant savings. Vice (Talk) Services TalkMbile -a first f its kind VIP service in the MENA regin allws custmers t make natinal & internatinal direct calls frm their mbiles withut the need t dial any access number. The advantages include significant cst saving, while maintaining the same mbile number; n-line real time accunt management and pst-paid billing services. TalkFixed is cst saving internatinal calling slutin frm fixed lines using existing telephne lines, withut change f land line number; Talk800 is invaluable fr service industries (such as htels, airlines, banks), that want t imprve custmer retentin and reach-ability with a tll-free service. TalkSIP, which enables businesses t pwer fixed-line business calls that are managed by a PBX system, with Kalaam s lcal number range starting with 161. Data (Klik) Services KlikDedicated, a dedicated internet access service thrugh leased lines, Ethernet, wireless r pint-t-pint netwrking slutins ffering custmers the chice f speeds frm 256kbps t 50mbps as well as the flexibility f bandwidth-n-demand. KlikNet, is an ADSL based internet cnnectivity that requires n change in existing internet set-up and prvides custmers with cmpetitive packages. B. Kalaam individual Services fr individuals and residential hmes hala, is a service ffered by Kalaam Telecm which allws yu t reduce the cst f lcal and internatinal calls made using yur mbile phne. hala wrks alng with yur existing mbile service prvider and des nt require yu t change yur mbile phne number. The nly minr step is t insert a small dialer which is placed in yur mbile, under yur existing sim card. Once yur service is active, yur calls will autmatically be ruted using Kalaam. Of curse, yu will still have the ptin f calling thrugh yur existing service prvider. Hala s unique features include pin-less dialing, n need t change yur mbile number, n peak/ff peak call charges and it can be recharged nline, via phne and recharge cards. Residential ADSL: Kalaam Telecm als ffers internet cnnectivity t residential custmers. Kalaam Telecm - Cde f Practice Page 5 f 14

6 6. A. Hw t subscribe t an inbusiness service? Yu can cntact anyne f ur Crprate Accunt Managers wh will review yur telecmmunicatins and/r internet cnnectivity requirements by calling the numbers specified in Sectin 3. Alternative, kindly g t and click thrugh n varius Cntact Us ptins. A Crprate Accunt Manager meets with yu t explain ur services and assess yur needs. In sme cases and fr sme services, a Technical Supprt Engineer will als verify the technical aspects f yur telecmmunicatins and internet requirements. Next, the Crprate Accunt Manger will submit either a Prpsal utlining custmer requirements, prpsed slutin, pricing and any special terms and cnditins that are applicable alng with the Standard inbusiness Services Subscriptin Frm, r a standard inbusiness Services Subscriptin Frm. If Kalaam submits a Prpsal fr yur requirements, it will cntain the fllwing infrmatin: Abut Kalaam Telecm: Cntact details, including ur address, telephne number and address and the direct cntact details f the dedicated crprate accunt manager, wh is attending t yur cmpany s interest. Custmer Requirements: General requirements and Technical specificatins f vice and data service, the custmer has expressed an interest in. Prpsed Slutin: A descriptin f the recmmended service, tgether with internatinal calling rates r package specificatins. Cmmercial Offer: Pricing fr the Service including the cst f any charges, equipment r setup charges tgether with payment terms The minimum cntract perid and minimum cntract charges, if applicable Any special terms and cnditins applicable that are nt mentined in the standard subscriptin frm and terms and cnditins. A subscriptin frm with terms and cnditins, which are required t be filled in and signed as prf f registratin fr the service. And in the case f prpsals, prf f cnfirmatin f acceptance f the prpsal, that was submitted. Kalaam s inbusiness Services Subscriptins Frm (Appendix 1) Yu will be requested t prvide the fllwing infrmatin in the subscriptin frm: Essential infrmatin including yur cmpany s pstal address, telephne and cntact details and website address. Supprting dcuments including Cmmercial Registratin in the Kingdm f Bahrain, and in sme cases, Authrized Signatry verificatin, bank guarantee, if applying fr a certain credit limit r credit line as applicable. Kalaam Telecm - Cde f Practice Page 6 f 14

7 Terms and Cnditins Overview: (Appendix 2): Printed n the back f the inbusiness Subscriptin Frm are the Terms and Cnditins, which cntain the fllwing relevant legal sectins: Custmer s Respnsibilities Kalaam s Rights Liability and Indemnity Terminatin f a Service Suspensin f Service Charges, Billing and Payment Changes Ntices General Prvisins t the Terms and Cnditins Yu will be requested t read and agree t the Terms & Cnditins under Custmer Apprval (Sectin 3 f the Subscriptin Frm), befre signing up fr Kalaam Telecm s inbusiness services. It is stated that the Terms & Cnditins are set ut verleaf, right next t the place f custmer s signature. The inbusiness Service Subscriptin Frm is als available nline at tgether with the terms and cnditins. Minimum subscriptin Perids fr InBusiness Services inbusiness Service Minimum Subscriptin Perid TalkFixed and TalkMbile Nt applicable. Talk800 and TalkSIP One year. KlikNet and KlikDedicated One year. Kalaam Telecm - Cde f Practice Page 7 f 14

8 6. B. Hw t subscribe t an individual service Yu can cntact us fr any f the individual services fr persnal r residential use by calling the numbers specified in Sectin 3. Alternative, kindly g t and click thrugh n varius Cntact Us ptins. Mst ppular individual prducts are sld as starter packs, fr example Hala packs are available in mst majr mbile resellers in the Kingdm f Bahrain, cmplete with Hw-t-Install the smart dialer and the Instant Activatin Card and the Terms and Cnditins f Usage. There is n specific subscriptin frm fr such services. Fr ur InDividual services like residential ADSL, yu will be prvided with an InDividual Subscriptin Agreement utlining package details, set up requirements and installatin guides. Alternative, kindly gt and click thrugh Residential ADSL Service fr the subscriptin frm and fax it t us n Minimum subscriptin Perids fr InDividual Services individual Service Minimum Subscriptin Perid Residential ADSL 1 Year Hala Nt Applicable Kalaam Telecm - Cde f Practice Page 8 f 14

9 7. A. Service Activatin Days fr InBusiness Services: Once the subscriptin frm is prcessed, the service yu have registered fr takes the fllwing business days t activate. Name f Service Days t Activate in Nrmal scenaris (Business days) TalkFixed 3 t 4 TalkMbile 1 t 2 TalkSIP 10 Talk800 2 KlikDedicated 21 KlikNet 10 t 12 Yu will be infrmed by Kalaam s Custmer Care when the service is activated via an Activatin Letter sent via giving yu the fllwing infrmatin: Yur Kalaam Telecm Accunt number The InBusiness Service Subscribed t Yur Accunt Lgin and Passwrd, which enables yu t lgin t ur Real-Time Online Accunt Management Prtal; Cllectins Centres fr payment f bills Kalaam Telecm cntact details fr any enquiries r technical supprt Additinally, fr Talk Services: The telephne/mbile number(s) that are registered Additinally, fr Klik Services Only: Yur username and passwrd Yur IP address and ther technical details as applicable If yu wish t check the prgress f yur service activatin yu may call ur Custmer Care Representative at anytime (See Sectin 3 fr cntact numbers). In case yu wish t cancel yur subscriptin befre the activatin date, please prvide infrm yur crprate accunt manager immediately in writing. Depending n the status f the subscriptin, we will cancel yur subscriptin. Hwever, nce applicatin is submitted, the cancellatin prcedure utlined in Sectin 9, is applicable. Kalaam Telecm - Cde f Practice Page 9 f 14

10 7. B. Service Activatin Days fr InDividual Services: Name f Service Days t Activate (Business days) Residential ADSL 10 t 12 Hala Instant Activatin On subscribing t ur individual services yu will receive a Welcme Letter giving yu the fllwing infrmatin: The individual Service Subscribed t with respective terms and cnditins fr usage. Hw-t Install/Activate Guidelines Yur Kalaam Telecm Accunt number Yur Accunt Lgin and Passwrd, which enables yu t lgin t ur Real-Time Online Accunt Management Prtal; Hw and where t pay yur bills? And in the case f Residential, ADSL: yur username and passwrd fr Residential ADSL in additin t the cnnectivity passwrd Kalaam Telecm cntact details fr any enquiries Kalaam Telecm - Cde f Practice Page 10 f 14

11 8. Service Level Agreements. Each f ur InBusiness Service Line cmes backed with Service Level Agreements. The Service Level Agreements defines the respnse time t receive custmer care service and technical supprt attentin. They als include definite reslutin time fr truble-shting any prblems r service faults riginating frm Kalaam s netwrk. Kalaam s inbusiness Service Level Agreements are detailed as: Talk Services: fr TalkFixed, TalkMbile, Talk800 and TalkSIP (Appendix 4) Klik Services: fr KlikNet (Appendix 5a) Klik Services: fr KlikDedicated (Appendix 5b) And cntain the fllwing cntents: Service Perfrmance and Quality f Service t expect Netwrk Availability Chrnic Service Outages Service Level Definitins Cmmunicatin Ntificatin and Hw t cmplain t Custmer Care: Service Claims Service Exclusins, if any Kalaam Telecm - Cde f Practice Page 11 f 14

12 9. Feedback, Cmplaints Handling and Cancellatin f Services. Feedback If yu have any cmments r cncerns abut ur service we d like t hear abut it yu can cntact us by phne, letter r . Our cntact details can be fund at in sectin 3 f this Cde. We may n ccasin send yu a custmer satisfactin survey t ask hw yu think ur custmer service team handled a recent enquiry there is n bligatin t cmplete the questinnaire but we wuld welcme the feedback. Cmplaints Handling We are cmmitted t prviding yu with a great value and reliable services. Hwever faults can ccasinally ccur, and when they d, we want t crrect them quickly; ur cntact details fr Custmer Care Helpdesk are given in Sectin 3 this Cde. We prvide a cmprehensive cmplaint handling prcess t slve yur prblem as sn as pssible. When yu call us, a custmer service representative will request details like the accunt number f yur service experiencing a prblem, and details f the prblem. The custmer care representative then raises a truble ticket, and will send yu an prviding yu with a truble ticket reference. Cmplaints can als be prvided in writing via , fax r by pst. Please refer t Sectin 3 fr cntact infrmatin. Upn receipt f yur cmplaint, Kalaam will acknwledge yur cmmunicatin and prvide yu with a reference number. We advise yu t keep a cpy f the letter as well as an acknwledgement frm us that we have received yur cmplaint. Kindly prvide us with clear cntact details n hw t reach yu and timings. Kindly als specific the exact cmplaint and if yu are reprting a fault, state what the prblem. Usually, Kalaam Telecm investigates the nn-fault matters and reverts t yu within 14 wrking days and d its best t reslve any cmplaint as amicably and quickly as pssible. Fr any matters relating t Faults, the respnse times fr inbusiness services are as per the service SLAs prvided t the custmer. Fr individual prducts, the respnse times are generally 1 business day. If yu are nt happy with the respnse yu receive frm ur Custmer Care Representative yu may ask fr the matter t be referred t Crprate Accunt Manager/Technical Supprt Engineer fr further investigatin. In the rare event we are unable t reslve yur cmplaint t yur satisfactin after 8 weeks r if yu have received a letter frm us infrming yu that yur cmplaint has reached 'deadlck' yu have the right t refer yur case t the Telecmmunicatins Regulatry Authrity. The TRA's cntact details can be fund at in sectin 12 f this cde. The TRA will want t ensure that yu have fllwed this Kalaam Telecm - Cde f Practice Page 12 f 14

13 prcess befre cntacting them. If this is nt evident that this prcess has nt been fllwed then it is likely, that they will refer the matter back t Kalaam Telecm fr reslutin. An applicatin t the TRA des nt relieve yu frm any bligatin yu may have t pay any amunts nt in dispute. Cancellatin If yu wish t cancel yur service with Kalaam Telecm nce activated, yu can d this in writing r by giving 7 days prir ntice fr Talk Services. Cancellatin f the Kalaam Telecm TalkFixed service takes 7 wrking days frm receipt f a written request t cease as we are bliged t wrk within industry agreed prcesses. When yu cancel yur service, we aim t advise yu f the time lapse between us receiving yur cancellatin request and the time at which the service will be withdrawn. During this perid, yu remain liable fr the csts f any services we prvide yu. If yu wish t cancel yur Klik service yu can d s in writing r by , giving 30 days prir ntice, after the stipulated minimum subscriptin perid nted in the subscriptin frm r prpsal. Any cancellatin fees becme immediately applicable alng with usage charges up t the perid the service is ceased. Cancellatin fees are usually based n the minimum subscriptin perid stipulated in the prpsal r in the general terms and cnditins. 10. Dispute Reslutin Kalaam Telecm is a licensed peratr by Telecmmunicatins Regulatry Authrity (TRA), which prvides a free, independent, service t help srt ut cmplaints when custmers and telecms cmpanies can't agree. TRA s rle is t investigate cmplaints fairly, listen t bth sides f the stry and lk at the facts. If the TRA decides yur cmplaint was justified Kalaam Telecm will hnr their decisin and put things right fr yu. This prcess prvides a straightfrward alternative t legal actin. Cntact details are shwn in Sectin 12 f this Cde f Practice. Kalaam Telecm - Cde f Practice Page 13 f 14

14 11. Apprval and review f Cde This Cde has been apprved by the Telecmmunicatins Regulartry Authrity f the Kingdm f is reviewed annually. We aim t keep this Cde f Practice up t date and yu may btain a cpy frm ur custmer service representatives n the numbers listed in Sectin 3 r visit ur website. It is essential that ur custmers understand, at the pint f registratin, the service being ffered and agreement they are entering int. Hence, reading the terms and cnditins thrughly will avid any unnecessary incnvenience r escalatin f a cmplaint t a dispute. If yu have any questins regarding Kalaam Telecm's cmpliance with ur Cde f Practice, please cntact: Chief Operating Officer, Kalaam Telecm, PO Bx 21451, Kingdm f Bahrain r vpassi@kalaam-telecm.cm 12. Telecmmunicatins Regulatry Authrity: By letter TRA, P.O.Bx 10353, Kingdm f Bahrain By phne / By fax / By cnsumer@tra.rg.bh Website Kalaam Telecm - Cde f Practice Page 14 f 14