Introduction

Mena Telecom WLL ('Mena') is a licensed telecommunications company based in the Kingdom of Bahrain and is an investment subsidiary of Kuwait Finance House (Bahrain). Mena aims to provide customers, both business and mass-market consumers, with a full range of innovative products and services based on quality, reliability and value for money. Our products and services are delivered over a network based on a world-class telecommunications technology solution, which includes a state-of-the-art Wireless Access network. In delivering our products and services, our aim is to make it easy for customers to do business with us.

Mena currently offers the following products to customers in the Kingdom of Bahrain:

• Broadband Internet Access
• Telephony
• Carrier Pre-Select Services
• International Prepaid Calling Cards
• Termination of calls into Bahrain
• Data, Value Added Services and Facilities Management Services
• Total Telecommunication Solutions

The purpose of this Code of Practice

This Code of Practice has been developed as a guide to help you to understand the relationship you have with us as a customer of Mena. It will enable you to:

• Access details of our products and services
• Understand what you can expect from Mena after you have made a purchase or registered for a service
• Find out how to contact us

How to contact Mena Telecom Customer Services

Telephone:              +973 17203040
Fax:                         +973 17200023
Customer Helpline:  +973 07770
Email:                       info@menatelecom.com

Address:                  Customer Services Mena Telecom, NBB Tower, Government Avenue
                                P.O. Box 3173, Manama, Kingdom of Bahrain

Our Customer Helpline is available 24 hours a day 7 days a week. Simply dial the above number.

Details of our services can be found by visiting our website www.menatelecom.com or calling our Customer Services Team on 17203020

Accounts Enquiries or Payments

Our Accounts Department is open Sunday to Thursday from 8.00am to 4.00pm.
Telephone: 07770 with all calls charged at the standard national rate.

Payments can be made as follows: -
• At our retail outlets at the Bahrain World Trade Centre, Bahrain Financial Harbour, Country Mall, GOSI Centre and the KFH car showroom at Sitra.
• At any branch of Kuwait Finance House ('KFH').
• ePayments can be made and you can check your accounts online with eBilling through the Mena website at www.menatelecom.com/myaccount

Cancellations

To cancel your account, call us on 07770. We may require, for the cancellation of certain services that your request to cancel services is also put in writing which could be done by post or fax to the above address given for our Customer Services Team.

Mena will take steps to cancel your services immediately upon receipt of notification of your desire to cancel your services with Mena. The length of time it will take for the services to be cancelled should be no longer than three (3) working days, but could take longer in the event that the cancellation of the service is dependant upon the cooperation of another telecommunications operator. Mena will bill you for the services you have used up until the date upon which cancellation is effective or in accordance with the Terms and Conditions of Service that you signed with Mena, if otherwise agreed. For some of Mena services, such as Broadband Internet Access, Telephony, Carrier Pre-Select Services; Data, Value Added Services and Facilities Management Services; and Two Way Satellite Services you may incur a penalty charge for cancelling the service during the period that your contract is valid or if cancellation occurs outside any relevant test period. The way that these cancellation charges are calculated is set out in the Terms and Conditions of Service that you will have signed with Mena for the provision of these services. You will not be charged for cancelling your Mena International Calling Card (as it is a pre-paid Service) or for cancelling Mena CPS Services.

Complaints

Mena customers are free to call the Customer Helpline (charged at the rate of a standard local call) on 07770 at any time (the line is open 24 hours a day 7 days a week) if they have any problems with a Mena service.

Details of compensation and service rebates shall be publicized on the Mena website and in the Terms and Conditions of Service that you will sign for the provision of your service.

Mena requires that a written complaint form is completed and submitted to us if you have any complaints that we are not able to resolve over the phone using our Customer Helpline number. You can do this by:

• filling out a complaint form available at Mena outlets, on the Mena website www.menatelcom.com, or which you can request to be sent to you by calling the Customer Helpline;
• e-mailing your complaint form to to cps@menatelecom.com for CPS Customers or info@menatelecom.com for other customers, or posting, or faxing it to the above Customer Services Team address.

Contacting the TRA

If Mena is unable to satisfactorily resolve your complaints about the services, you are also able to contact the TRA (http://www.tra.org.bh/) - the independent regulator of the telecommunications industry - in accordance with Section 56 of the Telecommunications Law (Legislative Decree No. 48 of 2002), within sixty (60) days of submitting the complaint to Mena or after exhaustion of Mena’s dispute resolution procedure, should it occur before 60 days.
The TRA's contact details for Customer Complaints is;
Telecommunications Regulatory Authority
PO Box 10353, Manama, Kingdom of Bahrain

E-mail:             consumer@tra.org.bh
Telephone:     +973 17520044
Fax:                +973 17532523

General philosophy

We recognise the importance of customers to our business and our aim is to ensure that we provide customers with a superior experience whenever they interact with us. The customer is our priority and our desire to meet the needs and expectations of customers drives all our actions. We welcome feedback from customers, both good and bad, and we will always use such feedback to enhance and improve the customer’s experience. Our mission is to develop, design and deliver great telecommunications solutions to every customer based on our values of customer-focus, innovation, simplicity, quality, reliability and value for money.

Further information about Mena's services is provided below.

Services

Mena currently provides the following services to its customers in Bahrain and the Middle East:

1. Wireless Services

Mena provides the following services over its Wireless Access Network in Bahrain:
• Broadband Internet Access;
• Broadband Internet Access and Telephony bundles;
• Telephony;
• Data;
• Value Added Services;
• Facilities Management Services.

2. Broadband Internet Access

Mena's Broadband Internet Access services over our Wireless Access Network offer:
• High quality wireless internet access service delivering full broadband access speeds and capabilities;
• Ability to offer symmetrical access, enabling a greater range of services to be utilized over the access network, particularly for business customers;
• Minimum speed to at least 512 kbps for broadband access services, and a range of speeds up to 2Mbps;

3. Broadband Internet Access and Telephony bundles

• Mena offers internet access and telephony services as bundled packages of differing access speeds and inclusive fixed-to-fixed call minutes tailored to different customer needs.
• Mena also offers voice only packages for those customers without an internet access requirement.

4. Telephony

The Telephony services offered over Mena's Wireless Access Network include:
• Virtual PBX services– providing PBX type services to medium and large businesses by means of the Mena public network (also known as 'Centrex');
• Private numbering plans tailored to the needs of the business but without the customer having to manage an on-site PBX;
• Multiple line voice service for PBX based services;
• Single line voice services.

5. Carrier PreSelection Services

Mena offers Carrier PreSelection Services under the 'MenaTelecom' brand name:
• These services allow customers to preselect MenaTelecom’s services to enable them to use Mena’s network for their International calls. This allows customers to benefit from receiving low cost telecommunications services on their land lines.
• Mena’s Terms and Conditions of Service for the provision of PreSelected services are available on our website www.menatelecom.com.
• Mena uses its best endeavors to comply with the TRA Code of Practice on Carrier PreSelected Services as well as the TRA Regulation on Carrier PreSelection at all times. These documents are available on the TRA website www.tra.org.bh. You should, however, be aware that the operation of Carrier PreSelected Services is dependent upon the successful operation of two networks and that Mena cannot be held responsible for any faults or delays caused by the other operator’s network.
• Customers should refer to Mena’s Terms and Conditions of Service for an explanation of the limitation of the Carrier PreSelection Service www.menatelecom.com.

6. MenaTalk International Calling Cards

Mena offers international prepaid calling card products under the 'MenaTalk' brand name:
• The calls require no monthly bills or contracts to be signed; it is a prepaid service with the cost of the call being covered when the customer pays for the card.
• A 24 hour 7 days a week Customer Helpline is available to all International Calling Card customers by dialling 17203020.

7. Termination of calls into Bahrain

Mena terminates the international calls of other international operators into Bahrain. For more information call termination please contact the Mena offices on 17203040.

8. Data

The Data services offered over Mena's Wireless Access Network include:
• High quality data communications and networking solutions including Virtual Leased Lines (either a virtual Ethernet or IP infrastructure);
• Bandwidth guarantees, delay guarantees and jitter bounds;
• Virtual Private Network ('VPN') – managed private IP-based networking providing communication amongst private network endpoints. Traffic within the VPN will be encrypted and subject to integrity checks. Traffic on the VPN will have quality of service ('QoS') parameters for delay and bandwidth.

9. Value Added Services

The Value Added Services offered over Mena's Wireless Access Network include:
• A range of Value Added Services, primarily catering to the business and government sectors, both independently and in conjunction with third party service providers and ICT specialists;
• Systems Integration ('SI') services to enable provision of a complete design/build/integrate service for client communication networks delivered in partnership with 3rd party SI experts;
• Customisable e-business services – a range of e-business services including data centre services for hosting third party systems delivered by Mena in conjunction with partner service providers;
• e-Commerce related services;
• Multimedia applications and content services on a demand request basis (as opposed to a broadcast basis).

10. Facilities Management Services

Mena offers Facilities Management ('FM') services for those corporate customers who need their communications networks and services managed for them delivered by Mena in partnership with third party experts in FM services.

Customer Service

Mena continually strives to ensure that we provide the best service possible by seeking and listening to feedback from our customers. Mena is also committed to ensuring that the purchase and implementation process for our products is as quick and easy as possible. You can even use our web-enabled self service to place orders and sign up for our products and manage your account online via https://online.menatelecom.com/mip.

Sales

Mena solutions can be purchased via our in-house direct sales team and through our network of accredited channel partners. We attribute specialized sales representatives to our individual clients to handle their accounts. You can also visit any of our retail shops at GOSI Centre, Country Mall, Bahrain Financial Harbour, World Trade Centre, KFH car showroom at Sitra, and Seef Mall or you can use our web-enabled self service to place orders and sign up for our products as well as to manage your account and pay your bills via the Internet through our website https://online.menatelecom.com/mip

Quality of Service

The quality of telecommunications services can vary and is dependent on many factors. Unfortunately, some of these factors are out of Mena’s control but Mena strives to offer customers an excellent quality of service at all times. Here are some points on service reliability.

• All of our services are available 24 hours every day, and are consistently monitored by automated programs and skilled engineers.
• Back up is built into all our products and services prior to their release to our customers.
• All planned maintenance and service upgrades are scheduled where possible for completion outside normal business hours.
• Network service status can be checked 24 hours a day by looking on our website www.menatelecom.com and selecting the network status option.
• For services delivered over Mena's National Wireless network, we strive to offer a busy hour call completion rate of at least 95% and to be able to provide services to you at least 98% of the time, averaged over any ninety (90) day period. We also implement measures to comply with recognized international telecommunications standards including those set by the International Telecommunications Union ('ITU') in relation to availability rates, end-to-end error rates, time limits for satisfaction of service requests and the efficiency and speed of network maintenance.
• We offer service-level guarantees with service credit rebates for some of our Services. For greater details of this service credit rebates please see our website www.menatelecom.com and any Terms and Conditions of Service that you may have signed with Mena for the provision of these Services. Mena shall only consider compensation in the form of a service rebate for breaches of Mena's services level commitments in the event that such breach was the responsibility of Mena. With the exception of providing service credit rebates for some of our Services where service-level guarantees are offered, Mena is not under the terms of service liable in any way for indirect or resulting losses resulting from the use of its Services.

Pricing

Mena shall publish its tariffs and charges on the Mena website as well as in other Mena promotional materials such as leaflets and flyers to be made available in Mena retail outlets, where practicable.

Up-to-date prices for our products and services are always available on the relevant websites or by calling our Sales Team on 17203040.

Billing

Payment can be made by any of the approved payment methods that include payment in cash at Mena retail outlets in GOSI Centre, Country Mall, Bahrain Financial Harbour, World Trade Centre, KFH car showroom at Sitra and Seef Mall or at any retail branch of Kuwait Finance House ('KFH') or by way of cheque resulting in cleared funds sent to Mena at the above address or any other method approved and publicized on the Mena website.

eBilling is available for customers and ePayments can be made and you can check your accounts online through the Mena website at www.menatelecom.com/myaccount.

Customers holding accounts with KFH (and any other banks identified on the Mena website) may also pay by way of direct debit from their bank accounts for their ease and convenience.

Disconnections and cancellation of services

Mena reserves the right to suspend or cancel your service in accordance with the Terms and Conditions of Service for the service - for example, if you do not pay your bill or exceed your call credit limit which may be set in the case of Carrier PreSelect customers.

To find out more about the methods Mena uses to disconnect or suspend customers' accounts and the reasons why Mena may need to do this, please see the relevant Terms and Conditions of Service for your service on our home website at www.menatelecom.com.

Mena will use its best endeavours to inform its customers prior to any possible service outage. Where possible, it will give customers 30 days notice and will publish this service information on its website.

Privacy

Mena is committed to protect information about its customers and shall use its most reasonable commercial endeavours to protect any information it holds about its customers and to return it to a customer within five (5) working days of receiving a written request from the customer to do so.

Mena’s Privacy and Data Protection Policy sets out the personal information we collect about you and describes how we may use that information. Our privacy policy also contains details of how you can opt in and out of receiving our marketing information.

Details of our Privacy and Data Protection Policy can be found on our website at www.menatelecom.com.

Mena takes your privacy very seriously and is committed to following any regulations or procedures laid down by the TRA or any laws and regulations in force in the Kingdom of Bahrain. We take all reasonable steps to ensure that the provision of services and the operation of and information transmitted through Mena's National Wireless network is secure.

Communicating with you

Mena tries to make it as easy as possible for you to contact us at any time by telephone, email, fax or post. All contact details are published on our web site. We have to tell you about any changes that affect the terms and conditions of our service, giving you 30 days notice of any changes.

Our current Terms and Conditions of Service are available online at www.menatelecom.com.

We will also keep you up to date with more routine service changes that do not affect our Terms and Conditions of Service. We strongly advise, as detailed in our Terms and Conditions of Service, that you regularly check for any important service information from us on our website www.menatelecom.com.

Receiving marketing and other information

Apart from communicating with you about matters that affect your service, we will give you the opportunity to receive other information, including our customer e-bulletins and information about special offers. You can opt in and out of these communications at any time by following the instructions in the email you have received.

We value your feedback

This Code of Practice has been approved by the Telecommunications Regulatory Authority (“TRA”), the regulator for the Kingdom of Bahrain telecommunication industry. The Code will be regularly reviewed in line with the TRA’s requirements. We take pride in ensuring that our customers remain important to us and we value your feedback. If you have any suggestions or questions about this code of practice, please email us at info@menatelecom.com.

Mena's Terms and Conditions of Service and Code of Practice for the provision of our services can be subject to change due to regulatory, legal or commercial developments.