The Customer’s Rights and Responsibilities
Customer Rights:
The right to know the service details, features, prices, any restrictions and exceptions to the usage, or any penalties for violating these restrictions and exceptions.
The right to get the service as agreed in the subscription contract.
The right to obtain a copy of the service subscription contract: signed and approved by the service provider. Upon request, the customer can obtain a copy of the contract at any time, for up to one year after canceling the service.
The right to receive a receipt (soft or hard copy) for any payment to service provider with details about the paid service: type of service, paid amount, and the date.
The right to be served in all service providers outlets and not limit the services to specific outlets.
The customer`s right of his information and communications confidentiality.
The right to receive clear, correct, and detailed invoices without charge on a regular basis. Upon request, either Arabic or English, Soft copy, or hard copy.
The right to request service cancellation without personal attendance when identity verification tools are available.
The right not to be subject to any financial charges, except those for the services subscribed to.
The right to service continuity, without cancellation: except by a legal request.
The right of the service continuity, not to suspend or cancel the service, except by law.
The right to obtain proof of service cancellation request. Not to charge any fees after the date of the cancellation request is submitted.
The right to refund the excess paid amounts within (10) days from the date of notification or transfer the credit to any other account for the customer, upon request.
The right not to have service charges estimated during an interruption period for which the service provider is responsible.
The right not to charge service fees during interruption due to service provider.
The right to complain to the service provider, through all available channels and obtain a complaint reference number.
The right not to pay the amount, which the customer complained about during the allowed duration. Until his complaint is solved, the service should not be suspended or canceled.
The right to solve customer`s complaint by the service provider within (5) days from the date of filing the complaint
Customer Responsibilities:
To review the terms and conditions of the service carefully before subscription.
To comply with the service terms and conditions; and to avoid the misuse of services.
Check the validity of the invoice at the time of issue, adherence to the allowed period to complain regarding the validity of the invoice before the issue of the next invoice.
Pay due amounts to service provider within the specified periods in the invoice, in order to avoid suspension or cancellation of service.
Follow instructions provided by service provider regarding using the service during international roaming, in order to avoid the high amount invoice.