Mena Code of Practice

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 BSC (c) - 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 services to Customers in the Kingdom of Bahrain:

  • Wireless and Wired (Fiber) Services (Broadband Internet Access (Postpaid and Prepaid), Broadband Internet Access and Telephony Bundles, Telephony, Termination of calls into Bahrain, National and International Data Services, Value Added Services and Data Center Services)
  • Carrier Pre-Select Services Carrier Pre-Select Services (“CPS”);
  • 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; 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 our website within one click from the main page of our website.

How to contact Mena Telecom Customer Services

Telephone: +973 77077077
Fax: +973 77077066
Customer Helpline: +973 07770
Email: info@menatelecom.com.
Address:                Customer Services, Mena Telecom WLL
                              P.O. Box 3173, Manama, Kingdom of Bahrain

Our Customer Helpline is available 7 days a week (9:00 AM to 9:00 PM). Simply dial the above numbers.
Details of our services can be found by visiting our website www.menatelecom.com or calling our Customer Services Team on 07770

Accounts Enquiries or Payments

Our Accounts Department is open Sunday to Thursday from 8.30am to 4.30pm. Telephone: 77077077- with all calls charged at the standard national rate.

Payments can be made as follows: -

  • At our retail outlets in GOSI Centre, Country Mall, Isa Town Mall, Enma Mall and Muharraq.
  • At any branch of Kuwait Finance House ('KFH').
  • E-Payments can be made and you can check your accounts online with Mena’s ONLINE SERVICES available on Mena’s website at www.menatelecom.com.

Service Termination

To terminate your service, you are required to complete an application form requesting termination of current subscribed service(s) and indicating reasons thereof.

Mena will take steps to terminate your services within three (3) working days upon (i) receipt of notification of your desire to terminate your services with Mena and (ii) payment of all outstanding amounts against the service to be cancelled. The length of time it will take for the services to be cancelled should be no longer than three (3) working days, depending on Mena’s finalization of all outstanding issues in relation to your account, including issuance of credits, when applicable. Cancellation period could take longer in the event that it is dependent upon the cooperation of another telecommunications operator, in case of services such as CPS. 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, CPS; Data, Value Added Services and Facilities Management Services; you may incur an early termination fee 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 fees are calculated is set out in the Terms and Conditions of the Service that you have signed with Mena for the provision of these services.

Complaints

Mena Customers have the right to make a complaint by calling the Customer Helpline on 07770 if they have any issues mentioned in the below table, which need to be reported about Mena service:

Category of Complaint

Target Response Time

Billing

Within five (5) working days - with no disconnection while an ongoing dispute is unresolved, provided that complainants have paid the undisputed portion of an account

Standard Subscriber Agreement

Ten (10) working days

Number Portability

Two (2) working days

Prices and Tariffs

Ten (10) working days

Quality of Service (QoS)

Ten (10) working days

Fraud or Theft

Shortest time possible, provided that where the complainant requests disconnection of the service to stop any abuse then that request shall be addressed immediately and must not exceed one (1) working day

Installation

Ten (10) working days

Other

Ten (10) working days

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:

The process

  • Filling out a complaint form available at Mena outlets, or by calling the Customer Helpline on 07770; or by e-mailing your complaint to support@menatelecom.com.
  • The complaint will be acknowledged by Mena within (2) working days from receiving the completed form.
  • Within 2 working days, the complaint will be escalated internally and externally (if required).
  • Upon the completion of the investigation, the Customer will be notified of the outcome.

Mena shall use reasonable endeavours to satisfactorily resolve all complaints within a maximum of thirty (30) days from receiving a completed complaint form.

The internal escalation process

  • In case the Customer files a complaint, an agent will contact the Customer to solve the issue over the phone.
  • If the issue cannot be solved over the phone, a ticket will be issued.
  • The relevant department will then investigate.
  • A technician/engineer may require to visit the Customer’s premises.
  • Helpdesk agent will confirm with the Customer that the problem has been solved.
  • If the problem is not solved, another visit by a technician/agent may be scheduled.
  • If the Customer is happy with the resolution, the agent will close the ticket.

The external escalation process

Any dispute may be referred to the TRA by either party prior to the expiration of the 60 days period from the date the Customer submitted the complaint to Mena, if all complaint handling procedures have been exhausted and no resolution to the dispute has been reached.

Contacting the TRA

If Mena is unable to satisfactorily resolve your complaints about the services, you are entitled 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 
TRA call centre:     81188
Telephone:     +973 17520000
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 the Kingdom of Bahrain:

1. Wireless and Wired (Fiber) Services

    Mena provides the following services over its Wireless and Wired (Fiber) Access Network in Bahrain:
  • Broadband Internet Access (Postpaid and Prepaid);
  • Broadband Internet Access and Telephony bundles;
  • Telephony;
  • Termination of calls into the Kingdom of Bahrain
  • National and International Data services;
  • National and International Data services;
  • Value Added Services; and
  • Data Centre Services.

A. Broadband Internet Access

Mena's Broadband Internet Access services over our Wireless and Wired (Fiber) Access Network offer:

  • High quality wireless internet access service delivering full broadband access speeds and capabilities;
  • Ability to offer symmetrical and asymmetrical 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 over 100Mbps; and

B. Broadband Internet Access and Telephony bundles

  • o 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.

C. 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; and
  • Single line voice services.

D. Termination of calls into Bahrain

Mena terminates the international calls of other international operators into the Kingdom of Bahrain. For more information on call termination please contact the Mena offices on 07770.

E. National and International Data Services

The Data services offered over Mena's Wireless Access Network and Fibre optical 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; and
  • 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.
  • International Private leased lines connecting Customers in the Kingdom of Bahrain with their Branches located internationally at different countries.

F. 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;

G. Data Centre Services

Mena offers Data Centre services for those corporate Customers who need to host their communications networks outside their premise for Disaster recovery purposes.

2. CPS Services

Mena offers CPS services under the 'MenaTelecom' brand name:

  • These services allow Customers to preselect Mena'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 CPS Services are available on our website www.menatelecom.com.
  • Mena uses its best endeavours to comply with the TRA Code of Practice on CPS Services as well as the TRA Regulation on CPS at all times. These documents are available on the TRA website www.tra.org.bh. You should, however, be aware that the operation of CPS 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 CPS Service at www.menatelecom.com.

Services include:

  • High speed Internet WEB driven transparent interface
  • Teleconferencing on demand, full screen
  • Dynamically adjustable Data Rate
  • Cost effective BW useable by selecting the time period for the transmissions
  • Internet access
  • 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.

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 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, ,, Isa Town Mall, Enma Mall and Muharraq 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.
  • 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 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 www.menatelelecom.com 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 Call centre on 07770

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, Isa Town Mall, Enma Mall and Muhharaq 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 https://online.menatelecom.com/mip/.

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 will issue a bill to the Customer stating payment's due date, followed by a reminder through SMS, follow up calls or letters in case the Customer defaults in payment.

Should the account remain in arrears after an appropriate time, Mena reserves the right to suspend or cancel your service(s) in accordance with the Terms and Conditions of Service for the service(s).

In the event Mena suspends your service(s), monthly recurring charges shall continue to accrue until full payment against all outstanding amounts is made and service(s) is/are either restored or terminated.

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 3 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 will retain accurate, complete and updated records relating to complaints for one year following the resolution of the complaint

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 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 website. We have to tell you about any material changes and may provide you with notice of non-material changes in a manner consistent with Mena's Terms and Conditions.

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.

Mena reserves the right to revise this Code of Practice at any time.