(Click on the links below to quickly jump to relevant answer)
The purpose of this Code of Practice
How to contact Mena Telecom Customer Services
Accounts Enquiries or Payments
Contacting the Telecommunications Regulatory Authority (the TRA)
Receiving marketing and other information
Introduction
MenaTelecom WLL (previously operating as Mena Broadband), ('Mena') is one of the first GCC based Satellite Access Service Providers (SASP) dedicated to providing high speed WAN connectivity and enabling Internet access through their 2-way Satellite Service Network throughout the Middle East and North Africa. Mena also provides customers with international calling cards (under the trade name 'MenaTalk') and Carrier Pre Selection (“CPS”) services (under the trade name 'MenaTelecom'.)
The purpose of this Code of Practice
This guide has been developed to help you to understand the relationship you have 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; and
- Find out how to contact us.
This Code of Practice has been approved by the Telecommunications Regulatory Authority of the Kingdom of Bahrain (the “TRA”). Customers can access this Code of Practice from all our websites or by requesting a copy to be posted, faxed or emailed to them.
How to contact Mena Telecom Customer Services
| Telephone: | +973 17 20 30 40 |
| Customer Helpline: | +973 17 20 30 20 |
| E-mail: | 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 calling our Customer Services Team on 17 20 30 40.
Accounts Enquiries or Payments
Telephone: 17 20 30 15 or 17 20 30 11. Our Accounts Department is open Sunday to Thursday from 8.00am to 4.00pm with all calls charged at the standard national rate.
Cancellations
To cancel your account, call us on 17 20 30 20. 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 way of e-mail to cps@menatelecom.com for CPS Customers or info@menatelecom.com, or by post or fax to the above address given for Mena Telecom Customer Services. 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 two 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 the Mena Two Way Satellite Services and Mena's Broad Band Applications, you may incur a penalty charge for canceling the Service during the period that the 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 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 17 20 30 20 at any time (the line is open 24 hours a day 7 days a week) if it has 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 with Mena for the provision of your Service.
Mena requires that a complaint form is completed and submitted if you have any complaints that Mena is not able to resolve over the phone, using the Helpline number. This form will be available at Mena outlets, on the Mena website www.menatelecom.com, Mena will send you a copy of the form if you contact Mena by phone (00973 17 20 30 40 requesting Customer Services Department) or if you send us an e-mail message to cps@menatelecom.com for CPS Customers or info@menatelecom.com or posted to the above address.
All complaints must be put in writing (e-mail is acceptable to us).
Customers seeking compensation for a billing error or otherwise should send a completed form to the Finance Department at Mena together with a copy of the disputed bill for the period in question.
Mena shall only consider compensation in the form of a service rebate for breaches of Mena's service level commitments in the event that such breach was the responsibility of Mena.
Mena shall use its best endeavours to satisfactorily resolve all complaints within a maximum of 30 days from receiving a completed complaint form.
Contacting the Telecommunications Regulatory Authority (the TRA)
If Mena is unable to satisfactorily resolve your complaints about its 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.
The TRA's contact details for Customer Complaints is;
Telecommunications Regulatory Authority
P.O. Box 10353, Manama, Kingdom of Bahrain
E-mail: consumer@tra.org.bh
Telephone: +973 17 52 00 44
Fax: +973 17 53 25 23
General philosophy
Mena believes that satellite services are fundamental to the future of high-speed broadband communications and envisions a world of limitless potential that is completely connected. Mena believes that the future of global communications will be enabled via satellite because of its low-cost and ubiquitous reach, enabling our customers' critical business applications and services to bypass costly wire-bound or conventional communication infrastructures.
Mena (under the trade names MenaTalk and MenaTelecom) provides telecommunications services through its international calling cards and international carrier pre selection services to its customers in the Kingdom of Bahrain. Further information about these services is provided below.
Services
Mena currently provides the following services to its customers
in Bahrain and the Middle East:
I. Two Way Satellite Services
Terminals can transmit data to the network hub at speeds up to 1.15 Mbps,
with data downloads of up to 60 Mbps, satisfying bandwidth-intensive applications
using IP data.
Mena Telecom provides:
• The highest return channel rate available.
• Rate-based operation that increases your data throughput.
• Guaranteed information rates for each network location.
• The use of fewer hardware components.
• Lower-cost terminals.
• DVB compatibility with international standards.
A Web-based NMS (network management system) makes it simple to operate
and configure. Operation is over Ku-band frequencies, and
is scalable to small or large networks.
Services include:
• High speed Internet 4Mbps/625Kbps down to 512/128Kbps.
• WEB driven transparent interface.
• Teleconferencing on demand, full screen.
• On-demand Bandwidth.
• Dynamically adjustable Data Rate.
• Cost effective BW useable by selecting the time period for the transmissions.
Broadband Applications:
• Internet access.
• DVB.
• Videoconferencing.
• Distance education.
• Multimedia applications such as VoIP*.
• File transfer.
• Multicasting.
• Virtual private networks.
* Voice over Internet Protocol (VoIP) is provided subject to the local
laws and licensing requirements in force in the Kingdom of Bahrain.
II. MenaTalk International Calling Cards
a. 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.
b. A 24 hour 7 days a week Customer Helpline is available to all International Calling Card customers by dialing 17 20 30 20.
III.MenaTelecom Carrier PreSelection Services
a. MenaTelecom allows 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.
b. MenaTelecom's Terms and Conditions for the provision of PreSelected services are available on our website www.menatelecom.com.
c.
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.
The customer 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.
d. Customers should refer to Mena's Terms and Conditions for an explanation of the limitation of the Carrier PreSelection Service www.menatelecom.com.
IV. Termination of calls into Bahrain
Mena terminates the international calls of other international operators
into Bahrain. For more information on call termination please contact
the Mena offices on 17 20 30 40.
For more information about Mena's services and lines of business, please see the Mena website: www.menatelecom.com.
Customer Service
Mena continually strives to ensure that it provides the best service possible by seeking and listening to feedback from its customers. It is also committed to ensuring that the purchase and implementation process for its products are as quick and easy as possible.
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.
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. - 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 service 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
its terms of service
liable in any other way for indirect or resulting losses resulting from the use of its Service.
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 where practicable in MENA outlets.
Up-to-date prices for our products and services are always available on the relevant websites or by calling our Sales Team on 17 20 30 40.
Billing
Payment can be made by any of the approved payment methods that include payment in cash at or any MENA Customer Service Centre 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.
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 - 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 Services relevant Terms & Conditions 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 them 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 endeavors 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 and Data Protection 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.
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 thirty days notice of any changes.
Our current terms and conditions 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 & conditions, 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 e-mail us at info@menatelecom.com or click here to go to our Feedback form.
Mena's Terms and Conditions and Code of Practice for the provision of its Services can be subject to change due to regulatory, legal or commercial developments.
Mena reserves the right to revise this Code of Practice at any time.
Our broadband applications are key answers to all your business needs:
- Internet Access
- Digital Video Broadcast (DVB)
- Videoconferencing
- Distance Learning
- Multimedia applications such as VOIP
- File Transfers
- Multi casting
- Virtual Private Networks (VPN)