ethio telecom citizens charter
www.ethiotelecom.et
www.ethiotelecom.et
citizens charterethio telecom
ethio telecom citizens charter
ethio telecom citizens charter
content
1 Acronyms............................................................I
2 Mission, Vision and Value ..............................1
3 Objective............................................................1
4 Subscription and usage price........................1
5 Standards for service delivery........................2
6 Grievance redresing.......................................37
7 Revision of document.....................................37
Page-i
ethio telecom citizens charter
ethio telecom citizens charter
2 Mission, vision and value • Vision, Mission and Values of ethio telecom are stated as follows. Vision • To be a world-class telecom services provider Mission • Connect Ethiopia through state-of-the-art telecom services Provide high quality, innovative and affordable telecom products and services that enhance the development of our nation and ensure high customer satisfaction. • Build reputable brand known for its customers’ consideration • Build its managerial capability and manpower talent that enables ethio telecom to operate at international level • Support community and environmental development Values Lead with vision •Be committed to understand, meet and exceed the telecom needs and ex pectations of the country at large and of customers in particular. Respect •Respect customers and recognize that the revenue generated allows ethio telecom to operate •Recognize employees of ethio telecom as most valuable assets and create conducive working environment that allows them to develop and grow. Excellence •Be committed to high-level performances, customer service quality, orga nizational excellence and continuous improvement of Quality of Services. Integrity •Be ethical and honest in all assignments Accountability •Be accountable to all stakeholders 3.Objective •The main objective of ethio telecom citizen charter is to: Create awareness on products & services provided by ethio telecom and help citizens understand the subscription requirements to get those ser vices •Provide up-to-date information regarding prices and service delivery time •Establish transparency and accountability regarding the services provided to citizens • Provide a system of grievance redressing for complaints raised by citizens • Serve citizens with courtesy, non-discrimination and respect • Establish feedback mechanism from citizens to improve service quality • Enhance citizens’ satisfaction through continual improvement of products and service delivery process 4 Subscription and usage price Prices stated in this document is the latest price, however price change may happen due to various reasons. Thus updated price at any time will • be available on ethio telecom website and sales offices.
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Acronym Definition
2G Second Generation (mobile communication system)3G Third Generation (mobile communication system)ADSL Asymmetric Digital Subscriber LineAPN Access Point Name BB Broad BandCAF Customer Acquisition/Agreement FormCDMA Code Division Multiple AccessCPE Customer premises equipmentDNS Domain Name ServiceE1 A line that has 32 channels. EPON Ethernet Passive Optical NetworkEPON Gigabit Passive Optical NetworkETB Ethiopian BirrEVDO Evolution Data OnlyFL Fixed lineGB Giga ByteGoTa Global Open Trunking ArchitectureGPRS General Packet Radio ServiceGSM Global System for Mobile (communications)IOT Inter-Operator TariffsIP Internet Protocol ISDN Integrated Services Digital Network M2M Machine to Machine(Communication)MB Mega ByteMOC Mobile Originating CallsMTC Mobile Terminating CallsPMP Point-to-Multipoint (Protocol)PSTN Fixed Telephone ServicePTP Point-to-Point (Protocol)PUK PIN (Personal Identification Number) Unlocking KeySIM Subscriber Identification ModuleUSB Universal Serial BusUSSD Unstructured Supplementary Service DataVDSL Very high-speed Digital Subscriber LineVPN Virtual Private NetworkVSAT Very Small-Aperture TerminalWCDMA Wideband - Code Division Multiple AccessWFD Wireless Fixed data Wi-Fi Wireless Fidelity (IEEE 802.11)XPON GPON/EPON
ethio telecom citizens charter
ethio telecom citizens charter
5 Standards for service deliveryService availability response time
For services that need survey to check availability of resources, ethio telecom will respond to customers within 7 days. The response can be posi-tive or negative. The negative response would be when there are no net-work resources at the nearest possible to fulfil the customer request.
Waiting time at shopsWhen customers come to buy new services or products, the maximum wait-ing time in ethio telecom shops is 30 minutes
International Call Tariff
Special zone * Diego Garcia Ascension Island, St. Helena,Tokelau, Norfolk Island, Sao Tome, Antarctica, Wallis & Futuna, Solomon Islands, East Timor, Nauru, Cuba, Falkland Islands, Niue Island, Maldives, Cook Islands, North Korea, Papua New Guinea, Madagascar, Tuvalu, Kiribati And ComorosN.B.15 % VAT will be added on all charges. This tariff will be the same to mobile and fixed networks
Roaming ServiceBrief description and where to get the service
• Mobile roaming service will enable the subscribers to make and receive voice calls, send and receive SMS, or access other services while travel ling abroad by using visited country’s opera tor’s network. • The service is provided only for GSM & WCDMA post paid subscribers• The service is available in any ethio telecom shops
International Call Tariff
Zones Continent Usage fee in Birr/minute
Zone 1 Asia, Europe , Middle East and North America 7.50
Zone 2 Africa, Oceania and South America 8.95
Zone 3 Special Zone* 20.00
Roaming Tariff Zone MOC (USD/min)
Zone 1 Zone 2 Zone 3 Zone 4
Tariff MOC (Mobile Originat-ing Calls)
For visitors coming to Ethiopia making inter-national calls Wholesale tariff (IOT)
2.36 3.44 2.58 2.9
For visitors coming to Ethiopia making calls within Ethiopia Wholesale tariff (IOT)
0.74/0.54
0.74/0.54
0.74/0.54
0.74/0.54
Tariff MTC (Mobile Terminat-ing Calls)
For visitors coming to Ethiopia receiving calls Wholesale tariff (IOT)
0.47/0.42
0.47/0.42
0.47/0.42
0.44/0.42
For visitors coming to Ethiopia sending SMS Wholesale tariff (IOT)
0.37 0.37 0.37 0.37
• For ET customers roaming abroad (Retail tariff)• IOT (roaming partners wholesale tariffs) + 10%
NB: • Tariffs are in USD • Zone 1 - Africa • Zone 2 - Europe and North America• Zone 3 - Middle East• Zone 4 - the rest of the world
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Tariff/Fee & Standard Delivery TimeProduct/Service Usage fee(USD) Standard Delivery
Time
Roaming Service As per the tariff set in the below table
20 Min
ethio telecom citizens charter
ethio telecom citizens charter
Provisioning for Residential Customers Subscription Requirements
Product or service Subscription RequirementGSM & WCDMA (3G) prepaid Common subscription requirements
• Copy of renewed Kebelle ID card or Driving License or Valid Passport• One Photo • Subscription Fee • CAF• In case of foreigners, copy of Valid Visa or Passport or Residence permit• Age 18 and above
WCDMA(3G) with Dongle Internet package CDMA- Full Mobility (1X- CDMA Prepaid)EVDO packagesWi-Fi Internet packagesWireless CDMA with limited mobility (Pre-paid)
GSM & WCDMA (3G) post paid In addition to the above common sub-scription requirements Deposit Guaran-tee is required
Roaming In addition to the above common sub-scription requirements Deposit Guaran-tee and last bill is required
Fixed line and ADSL services In addition to the above common sub-scription requirements the following are required: • Copy of renewed Kebelle ID card on the requestor resident (location). If un-able to provide renewed Kebelle ID, the requestor shall provide officially autho-rized rent agreement• Deposit Guarantee
Residential products and services delivery standards
Fixed Telephone Service (PSTN)Brief description and where to get the service
• Fixed Line is a service used only at homes and offices.• The service is available for sales in all ethio telecom residential shops
Tariff/ Fee & Standard Delivery Time Product/Service
Subscription Fee(ETB)
Monthly rent (ETB)
Usage fee(ETB) Standard Delivery Time
Fixed line/ PSTN
280 9.00 Peak hours • 0.23/6Min with in town• 0.46/Min within zone• 0.83/Min across zone Off peak hours • 0.23/6Min with in town• 0.29/Min within zone• 0.35/Min across zone
7 Days
Prepaid GSM and CDMA with full mobility Brief description & where to get the service
• Pre-paid mobile is service with full mobility used anywhere in ethio telecom network areas • The service is offered through SIM Card• It is available in any ethio telecom residential, distributors & re tailers shops
Tariff/ Fee & Standard Delivery TimeProduct/Service
Subscription Fee(ETB)
Monthly recharge (ETB)
Usage fee(ETB) Standard Delivery Time
Prepaid mo-bile
30 15 0.35/Min during off peak hours
15 Min
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
• አገልግሎቱ በሲም ካርድ የሚሰጥ ነው፡፡ • የድኅረ ክፍያ ሞባይል አገልግሎት ተጠቃሚዎች በየወሩ መጨረሻ የተጠቀሙበትን የአገልግሎት ዋጋ በቢል እንዲከፍሉ ይደረጋል፡፡ • አገልግሎቱ በማንኛውም የኢትዮ ቴሌኮም የሽያጭ ማዕከላት ይገኛል፡፡
የአገልግሎት ዓይነት የደንበኝነት ክፍያ
(በብር)
ወርሃዊ ኪራይ
(በብር)
የአገልግሎት ክፍያ (በብር) አገልግሎቱን
የሚያገኙበት ጊዜ
ድኅረ ክፍያ ሞባይል 30 28.75 • 0.35 በደቂቃ በቅናሽ ሰዓት
• 0.83 በደቂቃ በመደበኛ
ሰዓት
15 ደቂቃ
ማስታወሻ፡- ሁሉም ዋጋዎች ላይ 15% ተ.እ.ታ ታሳቢ ተደርጓል፡፡
5.5.2.4የቅድመ ክፍያ ደብሊው.ሲ.ዲ.ኤም.ኤ /WCDMA/ 3ጂ አገልግሎት
ስለ አገልግሎቱና አገልግሎቱን ከየት ማግኘት እንደሚቻል አጭር መግለጫ
• ደንበኞች በእንቅስቃሴ ላይ እያሉ የአገልግሎቱ ሽፋን ባለበት በየትኛውም አካባቢ/ ቦታ የቅድመ ክፍያ ደብሊው.ሲ.ዲ.ኤም.ኤ/WCDMA/ 3ጂ አገልግሎትን
መጠቀም ይችላሉ፡፡ • ይህ ቴክኖሎጂ የድምፅና የተንቀሳቃሽ ምስል ጥሪ፤ የአጭር መልዕክትና የዳታ አገልግሎት ለመጠቀም ያስችላል፡፡
• የኢንተርኔት አገልግሎትን ለመጠቀም የ3ጂ ሞባይል ቀፎ ያስፈልጋል፡፡ • አገልግሎቱ በሲም ካርድ የሚሰጥ ነው፡፡
• አገልግሎቱ በማንኛውም የኢትዮ ቴሌኮም የግል ደንበኞች የሽያጭ ማዕከላት እንዲሁም በኢትዮ ቴሌኮም ወኪል አከፋፋዮችና ቸርቻሪዎች ይገኛል፡፡
Post-paid WCDMA (3G)Post paid WCDMA (3G)
Post-paid GSM
Brief description & Where to get the service
• Post-paid mobile is a service with full mobility used anywhere in ethio telecom network areas • The service is offered through SIM Card• Post-paid customers are billed at the end of each month based on their usage• It is available in any ethio telecom shops
Tariff/ Fee & Standard Delivery Time
Product/ Service
Subscription Fee(ETB)
Monthly rent (ETB)
Usage fee(ETB) Standard Delivery Time
Post-paid mobile
30 28.75 0.35/Min during off peak hours0.83/Min during peak hours
15 Min
NB: 15% VAT is included on all charges
Prepaid WCDMA (3G)Brief description & Where to get the service
• Pre-paid WCDMA mobile is service with full mobility used anywhere in ethio network areas • Supports voice, video calls, SMS and data• It require to have 3G phones to browse internet• The service is offered through SIM Card• It is available in any ethio telecom residential, distributors & retailers shopsTariff/ Fee & Standard Delivery Time
Product/Service
Subscription Fee(ETB)
Monthly recharge (ETB)
Usage fee(ETB)
Standard Delivery Time
Prepaid WCDMA(3G)
60 15 • 0.35/Min during off peak hours• 0.83/Min during peak hours
15 Min
NB: 15% VAT is included on all charges
Postpaid WCDMA (3G)Brief description & Where to get the service
• Post-paid WCDMA mobile is service with full mobility used anywhere in ethio telecom network areas • Supports voice, video calls, SMS and data• It require to have 3G phones to browse internet• The service is offered through SIM Card• Post-paid customers are billed at the end of each month based on their usage• It is available in any ethio telecom shops
Tariff/ Fee & Standard Delivery Time
Product/Service
Subscription Fee(ETB)
Monthly rent(ETB)
Usage fee(ETB)
Standard Delivery Time
Post-paid WCDMA(3G)
60 28.75 • 0.35/Min during off peak hours• 0.83/Min during peak hours
15 Min
NB: 15% VAT is included on all charges
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3G with dongle Internet PackageBrief description & where to get the service
• 3G Package is mobile broadband internet service which is provided in three packages (1GB, 2GB and 4 GB).• The service is offered through SIM Card with USB dongle • It is provided with prepaid and post paid mode. • The service is available in any ethio telecom shops
ethio telecom citizens charter
ethio telecom citizens charter
Tariff/Fee & Standard delivery time
Product/Service
Subscription fee(ETB)
Monthly packages
Monthly charge(ETB)
Usage above packages(ETB)
Standard Delivery Time
3G
with dongle699
with out dongle 60
1 GB 200
0.46/MB 30 Min
2 GB 350
4 GB 600
8 GB 1000
10 GB 1200
20 GB 2200
30 GB 3000
NB: 15% VAT is included on all charges
EVDO Packages
Description & where to get the service
• EVDO is a Broadband internet service with mobility. • It is provided in three alternative packages -1GB, 2GB and 4GB• It is a prepaid service. • The service is available in any ethio telecom shops
Limited ADSL
Brief description & where to get the service
• Limited ADSL service is a fixed broadband technology for internet with high bandwidth through copper wire line• The service is built in three different monthly packages (2GB, 4GB & 6GB)• The service allows to access both Internet and Fixed telephone service at a time• The service is available in any ethio telecom shops
Product/Service
Subscription Fee (ETB)
Monthly packages
Usage above bundle(ETB)
Usage above bundle(ETB)
Standard Delivery Time
EVDO With dongle739
With out dongle 60
1 GB 300 0.35 /MB
30 Min
2 GB 500
4 GB 700
NB: 15% VAT is included on all charges
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Tariff/Fee & Standard delivery time
ethio telecom citizens charter
ethio telecom citizens charter
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eLimited Wireless CDMA (prepaid)Brief description & Where to get the service • It is similar to the ordinary fixed line telephone service with limited mobility• Offered through Fixed Wireless Terminal (FWT) which enables to get voice, data and other value added services• The service is available in ethio telecom residential shops
Tariff/ Fee & Standard Delivery Time
Product/Service
Subscription Fee (ETB)
Monthly recharge (ETB
Usage fee(ETB) Standard Delivery Time
Prepaid with voice only
85
Peak hours • 0.23/6min with in town• 0.46/min within zone• 0.83/min across zone Off Peak hours • 0.23/6min with in town• 0.29/min within zone• 0.35/min across zone
20 Min
Prepaid with voice and data
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Provisioning for Enterprise Customers Definition of Enterprise CustomerAn enterprise customer is any entity having business license in Ethiopia or legal entity.Subscription requirementsProduct /Service/Offers Common Subscription Requirements
Fixed Line Telephone Service (PSTN) • Authorized service request letter with detail of products/services, name of representative person with his/her ID number and Stamp of the organization • Currently renewed Trade /Investment/ working license (Except government , religious institutions and special cases for organization under formation)• CAF signed and Stamped by concerned authority (Except roaming, GOTA, IP ad-dress and Bulk SMS)• Confirmation letter for request out of address indicated in the investment license for all fixed services (Except Government organization) • For rented house, permission of the owner of the house and valid document of rental agreement for all fixed services (Except Government organization)• Deposit may be requested (only if applicable)• Contractual agreement signed and stamped (only if applicable)
ISDN-E1 Service
Short Code
Prepaid and Postpaid mobile Services (GSM, CDMA-Full Mobility and WCDMA/3G)
Bulk SMS
GOTA (Push to Talk) Service
Wired Fixed BB internet service(ADSL and EPON)
Wireless Fixed BB internet service(Aironet and VSAT)
Mobile BB Internet(EVDO and 3G)
Wired Fixed VPN Service
(ADSL and EPON)
Wireless Fixed VPN Service (Aironet and VSAT)
Mobile Broad Band VPN (EVDO and 3G)
Machine2Machine Business Solution (Narrow band)
Domain Name Service
Web Hosting Service
In addition to the above common subscription requirements, the following services below have the following special requirements:
Internet Protocol (IP) Address Service • Subscription of internet service
Satellite Mobile phone Service • Sign global mobile personal commu-nication by satellite( GMPCS) service subscription form
Roaming service• Customer last bill• Deposit Guarantee
Enterprise products and services delivery standardsFixed Line Services A. Fixed Line Telephone Service(PSTN) B. ISDN – E1 Service C. Short Code Service
Fixed Telephone Service (PSTN)Brief description and where to get the service
• Fixed Line is a service used only at homes and offices.• The service is available for sales in all ethio telecom shops
Tariff/Fee and Standard Delivery Time
Product/Service
Subscription Fee(ETB)
Monthly rent (ETB)
Usage fee(ETB) Standard Delivery Time
Fixed line/ PSTN
280 19 Peak hours • 0.23/6Min with in town• 0.46/Min within zone• 0.83/Min across zoneOff peak hours • 0.23/6Min with in town• 0.29/Min within zone• 0.35/Min across zone
7 days
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Product/Service
Subscription Fee(ETB)
Monthly rent (ETB)
Usage fee(ETB) Standard Delivery Time
ISDN 1E1 (to use 30 lines direct or to use 1 head number as PBX)
19,582.50 484.50 Peak hours • 0.23/6Min with in town• 0.46/Min within zone• 0.83/Min across zoneOff peak hours • 0.23/6Min with in town• 0.29/Min within zone• 0.35/Min across zone
10 days
NB: 15% VAT is included on all charges The fee will vary based on the number of E1 and direct number
ISDN-EI ServiceBrief description and where to get the service
• Integrated Services Digital Network (ISDN) is a service sending voice, video, and data over digital telephone lines or normal telephone wires with data transfer rates of 64 Kbps (64,000 bits per second) • An E1 has 32 channels. Ethio telecom provides 30 channels to users, and the rest 2 are used for internal purpose (signalling purpose)• The service is available at Enterprise Centres
Tariff/Fee and Standard Delivery Time
Short Code ServicesBrief description and where to get the service• Special telephone numbers with short digit less than a normal numbers • Used for television program voting, charity donations and so on• The service is available at enterprise centres
Tariff/Fee and Standard Delivery Time
Digit length Product/Service
Subscription fee(ETB)
Monthly Rent(ETB)
Standard Delivery Time
Four(4) digits
Platinum 17,250 11,500 7 Days
Gold 11,500 5,750 7 Days
Silver 5,750 4,025 7 Days
Bronze 2,875 2,875 7 Days
Three (3) digits
Platinum 23,000 13,800 7 Days
Gold 17,250 6,900 7 Days
Silver 10,350 4,830 7 Days
NB: 15% VAT is included on all charges
Usage charge for Short Code Service ,
SMS Type Usage(ETB)
Non Premium 0.30
Auto- Reply 0.05
Premium tariff option 0.87, 1.09, 1.30, 1.74, 2.61, 3.48, 4.35, 8.70, 13.04
NB: 15% VAT will be added all usage charges
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ethio telecom citizens charter
ethio telecom citizens charter
Mobile ServicesA. Prepaid and post-paid Mobile Telephone Service( GSM , CDMA- Full Mobility & WCDMA/3G) B. Bulk SMS ServicePrepaid and post-paid Mobile Telephone Service (GSM, CDMA- Full Mobility & 3G/WCDMA)Brief description and where to get the service
• Prepaid and Post-paid mobile is a service used anywhere in ethio network areas • The service is offered through SIM Card• Post-paid customers are billed at the end of each month based on their usage• Business Mobile is a bundled post-paid mobile service that allows enterprise customers to make calls at a discounted rate compared to the normal mobile tariff rates• WCDMA/3G supports video call in addition to ordinary services• Post-paid s service is available in any Ethio telecom shops and prepaid service is available in any ethio telecom residential, distributors & retailers shops
Tariff/Fee and Standard Delivery Time
Product/Service
Subscription Fee(ETB)
Monthly rent (ETB
Usage fee(ETB))
Standard Delivery Time
Post-paid mobile: GSM, CDMA- Full Mobility
30 28.75 • 0.35/Min during off peak hours• 0.83/Min during peak hours
15 Min
Post-paid Mobile: 3G/WCDMA
60
NB: 15% VAT is included on all charges
Product/Service
Subscription Fee(ETB)
Monthly rent (ETB
Usage fee(ETB))
Standard Delivery Time
Pre-paid mobile: GSM , CDMA- Full Mobility
30 15 • 0.35/Min during off peak hours• 0.83/Min during peak hours
15 Min
Pre-paid Mo-bile: 3G/WCDMA
60
NB: 15% VAT is included on all charges
Bulk SMS Service Brief description and where to get the service• It is a service used to send SMS messages to a group of mobile subscribers simultaneously.• The service is available at enterprises centres.• The service will be delivered in accordance with the law and regulation of the country.
Tariff/Fee and Standard Delivery Time
Product/Service
Fee(ETB) Standard Delivery Time
Remark
Bulk SMS For example • 634.80 for sending 4,000 SMS• 3,967.50 for sending 25,000 SMS
1 Day The price will vary depending on the number of SMS to be sent
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Voic
e Pr
emiu
m S
ervi
ce T
ariff
Str
uctu
re(F
or C
onte
nt P
rovi
ders
)
Des
crip
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U
sage
(ET
B)
Prem
ium
Ca
lls t
ariff
op
tion
0.87
1.09
1.30
1.74
2.61
3.48
5.22
6.96
9.57
13.0
4
NB:
15%
VAT
will
be
adde
d al
l usa
ge c
harg
es
For
calls
ori
gina
ted
from
all
mob
ile G
SM, W
CDM
A/3G
and
CD
MA
thro
ugho
ut t
he c
ount
ry
Internet ServiceA. Wired fixed BB Internet Service - ADSL, EPONB. Wireless fixed BB Internet Service - Aironet, VSATC. Mobile internet– EVDO, 3G Wired fixed BB Internet Service - ADSL, EPON
Brief description and where to get the service• Wired fixed broadband internet is a service provided through copper or fibber with different Customer Premises Equipment like ADSL, VDSL, EPON and GPON • The service is available in any ethio telecom shops
Product/Service Speed packages
Sub-scrip-tion Fee (ETB))
Monthly rent (ETB))
Standard De-livery Time
Wired fixed BB Internet Service: Unlimited Broad-band internet with copper or fibre
256Kbps 400 546.25 15 Days
512 KB/S 400 1,092.50 15 Days
1 MB/S 400 1,955.00 15 Days
2 MB/S 400 3,536.25 15 Days
3 MB/S 400 5,491.25 15 Days
4 MB/S 400 6,382.50 15 Days
NB: • 15% VAT is included on all charges • Price greater than 4 Mbps is: price= price of 4Mbps + 1208* (X), where x is additional speed needed
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Tariff/Fee and Standard Delivery Time
ethio telecom citizens charter
ethio telecom citizens charter
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Wireless fixed BB Internet Service - Aironet, VSATBrief description and where to get the service
• Wireless Fixed is a service used to connect two fixed locations (e.g., building to building or tower to building) with a radio or other wireless link• Wireless Fixed data (WFD) links are often a cost-effective alternative to leasing fibber or installing cables between the buildings• The Network Architecture is specifically designed and engineered for high performance wireless broadband Internet Protocol (IP) traffic using a combination of Fixed Wireless Point-to-Point (PTP) and Point-to-Multipoint (PMP)• Post-paid customers are billed at the end of each month based on their package and usage• The service is available in any ethio telecom shops
Tariff/Fee and Standard Delivery Time
Product/Service
Speed packages
Subscription Fee (ETB)
Monthly rent (ETB)
Standard Delivery Time
Wireless Fixed BB Internet Service : With-out CPE
256 Kbps 400 546.25 7 days
512 Kbps 1,092.50 7 days
1 Mbps 1,955.00 7 days
2 Mbps 3,536.25 7 days
3 Mbps 5,491.25 7 days
4 Mbps 6,382.50 7 days
Wireless Fixed BB Internet Service : With CPE (Aironet point to point)
256 Kbps 81,489.58 1,785.15 7 days
512 Kbps 81,489.58 2,331.40 7 days
1 Mbps 81,489.58 3,193.90 7 days
2 Mbps 81,489.58 4,775.15 7 days
3 Mbps 81,489.58 6,730.15 7 days
4 Mbps 81,489.58 7,621.40 7 days
Wireless Fixed BB Internet Service : With CPE (Aironet point to multi point)
256 Kbps 16,613.45 2,307.74 32 days
512 Kbps 16,613.45 2,853.99 32 days
1 Mbps 16,613.45 3,716.49 32 days
2 Mbps 16,613.45 5,297.74 32 days
3 Mbps 16,613.45 7,252.74 32 days
4 Mbps 16,613.45 8,143.99 32 days NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Mobile Broadband Internet– EVDO, 3G Brief description and where to get the service
• Mobile Broadband Internet is a broadband internet service with mobility. It is provided in three alternative packages -1GB, 2GB and 4GB• It works both in prepaid & post-paid schemes• Post-paid customers are billed at the end of each month based on their package and usage• The service is available in any ethio telecom shops
Tariff/Fee and Standard Delivery Time
Product/Service
Bundle Subscription fee(ETB)
Monthly Rent/Recharge(ETB)
Usage fee out of bundle (ETB)
Standard Delivery Time
Mobile BB Internet Service: EVDO post-paid and pre-paid
1GB 60 200 0.35/MB 45 Min
2GB 350 45 Min
4GB 600 45 Min
Mobile BB Internet Service: 3G post-paid and pre-paid
1GB
60
200
0.46/MB
15 Min
2GB 350 15 Min
4GB 600 15 Min
8GB 1000 15 Min
10GB 1200 15 Min
20GB 2000 15 Min
30GB 3000 15 Min
NB: 15% VAT is included on all charges
VPN (data) Services
A. Wired fixed VPN Service - ADSL, EPONB. Wireless fixed VPN Service - Aironet, VSATC. Mobile BB VPN– EVDO, 3G Wired fixed VPN Service - ADSL, EPONBrief description and where to get the service
• VPN uses tunnelling protocols and procedures that enable secured communications• Fixed VPN service is a wide area data networking service providing end to end connectivity to transport customer application data between customer sites via copper or fibber wire• The service is available in any ethio telecom shops Product/Service
Speed Subscription Fee(ETB)
Monthly usage fee (ETB
Standard Delivery Time
Wired fixed VPN Service- ADSL, EPON
256 Kbps 1,580.01 819.38 ADSL=7Days & EPON= 15days
512 Kbps 1,580.01 1,638.75 ADSL=7Days & EPON= 15days
1 Mbps 1,580.01 2,932.50 ADSL=7Days & EPON= 15days
2 Mbps 1,580.01 5,304.38 ADSL=7Days & EPON= 15days
3 Mbps 1,580.01 8,236.88 ADSL=7Days & EPON= 15days
4 Mbps 1,580.01 9,573.75 ADSL=7Days & EPON= 15days
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Product/Service
Speed Subscrip-tion Fee
Monthlyusage fee
Standard Delivery Time
Wireless fixed VPN Service - Aironet, VSAT
256 Kbps 1,580.01 955.94 15 Days
512 Kbps 1,580.01 1,911.88 15 Days
1 Mbps 1,580.01 3,421.83 15 Days
2 Mbps 1,580.01 6,188.44 15 Days
3 Mbps 1,580.01 9,609.69 15 Days
4 Mbps 1,580.01 11,169.38 15 Days
NB: 15% VAT is included on all charges
Wireless fixed VPN Service - Aironet, VSATBrief description and where to get the service
• Wireless Fixed is a service used to connect two fixed locations (e.g., building to building or tower to building) with a radio or other wireless link • Fixed wireless data (FWD) links are often a cost-effective alternative to l easing fibber or installing cables between the buildings.• The Network Architecture is specifically designed and engineered for high performance wireless broadband Internet Protocol (IP) traffic using a combination of Fixed Wireless Point-to-Point (PTP) and Point-to-Multi point (PMP)• Post-paid customers are billed at the end of each month based on their package and usage• The service is available in any ethio telecom shops
Tariff/Fee and Standard Delivery Time
Mobile Broadband VPN– EVDO, 3G Brief description and where to get the service
• Mobile VPN (Movable VPN) is a data service that can be provided within any Mobile network that supports authenticated routing to access their corporate data network and transfer data among area of presence and/ or Employees of a given organization• Mobile VPN is an extension of Virtual Private Network (VPN) to the mobile broadband access mechanism• It is designed to meet the diverse needs of today’s businesses by provid ing it as a primary link; in case the wires are not available, or as a sec ondary backup to avoid any service interruption in case the main VPN link is down• Mobile VPN services allow people or branches to access the LAN environment in a secure and simple manner whilst away from the office environment• Ethio telecom provides this service in two ways: 3G VPN for Addis customer only and EVDO VPN for customer in 200 cities in the country• Post-paid customers are billed at the end of each month based on their package and usage• The service is available in any ethio telecom shops
Tariff/Fee and Standard Delivery Time
Product/Ser-vice
Average Speed Subscrip-tion Fee(ETB))
Monthly us-age fee(ETB
Standard Delivery Time
Mobile Broad-band VPN– EVDO
512 Kbps 3,160.02 2,185.00 2 Days
Mobile Broad-band VPN– 3G
1 Mbps 1,000.00 3,000.00 2 Days
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Type of service
Product/ServiceFee( ETB
How/where to get the service
Standard Delivery Time
Reconnec-tion
CDMA wireless (prepaid)
with voice only 15Any ethio telecom shops
13 min
voice with data 15 15 min
Limited ADSL 15 7 days
EVDO 126 15 min
3G dongle internet service
Reconnection with SIM
30 15 min
Reconnection without SIM
15 15 min
WCDMA/3G Prepaid Mobile
Reconnection with SIM
30 15 min
Reconnection without SIM
15 15 min
Post-paid Mobile
Reconnection with SIM
15 Any ethio telecom shops
15 min
Reconnection without SIM
15 15 min
Prepaid GSM Mobile
Reconnection with SIM
30 15 min
Reconnection without SIM
15 15 min
Fixed line(PSTN) 15 7 days
SIM Replace-ment
3G dongle internet service 15 15 min
3G Prepaid Mobile Telephone Service
15 15 min
Post-paid Mobile Telephone Service
15 15 min
Prepaid Mobile Telephone Service
15 15 min
After sales servicesResidential Sales after sales service delivery standards
Type of service
Product/ServiceFee( ETB
How/where to get the service
Standard Delivery Time
Change from pre-paid to post-paid
EVDO Free
Any ethio telecom shops
15 Min
Mobile Telephone Service Free 15 Min
Upgrading Upgrading ( 2G to 3G) 30 15 Min
Limited ADSL Free 15 Min
EVDO Upgrading from 1GB to 2 GB
200 15 Min
Upgrading from 2GB to 4 GB
200 15 Min
From 1GB to 4 GB
400 15 Min
Change of Location /Line Shift-ing/
Fixed line(PSTN) Within<= 500M= 140 &>500M as per LMT Policy
7 days
Limited ADSL Within <= 500M= 140 &>500M as per LMT Policy
7 days
Change of Number
Fixed line(PSTN) 27.83 15 min
Change of Device ESN (Electronic Serial Num-ber )
EVDO Free 15 min
CPE Replace-ment
Limited ADSL •If it is technical problem, it will be replaced freely•If it is the fault of the cus-tomer, full cost will
14 min
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ethio telecom citizens charter
ethio telecom citizens charter
Enterprise Sales after sales service delivery standards
Type of service
Product/Service
Fee(ETB) How/where to get the service
Standard Delivery Time
Recon-nection
EVDO Postpaid 60 Any ethio telecom Shops
15 Min
Wireless Fixed VPN services
10 Days
Wired fixed VPN Service
Within <= 500M= 140 & And >500M as per LMT Policy
XDSL =7 DayXPON= 14 Days
Wired fixed BBInternet Service
15 XDSL =7 DaysXPON =14 Days
Wireless Fixed BB Internet
As per the tariff (Current-ly there is not tariff)
10 Days
Mobile BB Internet: EVDO, 3G
Recon-nection with SIM
30 10 min
Recon-nection without SIM
15 15 Min
Type of service
Product/Service
Fee(ETB) How/where to get the service
Stan-dard Delivery Time
Standard Delivery Time
Reconnec-tion Short Code
Recon-nection of Platinum
10,350.00 Ethio Enter-prise Shops
7 Days
Recon-nection of Gold
6,900.00 7Days
Recon-nection of Silver
3,450.00 7 Days
Recon-nection of Bronze
1,725.00 7 Days
ISDN- E1 Services15 Any
ethio telecom shops
10 Days
Fixed line(PSTN)15 7 Days
Pre-paid and post-paid Mobile Telephone Service(GSM, CDMA- Full Mobility & 3G -WCD-MA)
Reconnec-tion with-out SIM
15 10 Min
Reconnec-tion with SIM
30 15Min
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ethio telecom citizens charter
ethio telecom citizens charter
Type of service
Product/Service Fee(ETB) How/where to get the service
Standard Delivery Time
Change of Location /Line Shifting/
Wired fixed BB Internet Service
Within <= 500M= 140 &>500M as per LMT Policy
XDSL = 7DaysXPON= 14 Days
Wired fixed VPN Service
Within <= 500M= 140 &>500M as per LMT Policy
XDSL = 7DaysXPON= 14 Days
Change of Domain Name
Domain names Service
Full cost(the subscription fee paid up on subscrip-tion as a new subscription
15 Min
Reconfigu-ration)
Mobile BB VPN( EVDO & 3G)
15 20 Min
GOTA(Push to Talk) Service
15 20 Min
CPE Replace-ment
Wired fixed VPN Service
300 for ADSL and VDSL600 for EPON and GPON
14Days
Wireless Fixed BB Internet
As wireless BB service( Aironet and VSAT) is exit-ing, there is not tariff
14Days
Wired fixed BB Internet Service
300 for ADSL and VDSL600 for EPON and GPON
14Days
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Type of service
Product/Service
Fee(ETB) How/where to get the service
Stan-dard Delivery Time
Standard Delivery Time
Recon-nection of Bronze
1,725.00 7 Days
ISDN- E1 Services 15 Any ethio telecom shops
10 Days
Fixed line(PSTN) 15 7 Days
Prepaid and post-paid Mobile Telephone Service( GSM , CDMA- Full Mobility & 3G -WCD-MA)
Recon-nection without SIM
15 10 Min
15 Min
30Recon-nection with SIM
SIM Re-placement
M2M Business Solution (Narrowband VPN)
7 Min
SIM Replacement of 3G 7 Min
Prepaid and post-paid Mobile Telephone Ser-vice( GSM , CDMA- Full Mobility & 3G -WCDMA)
15 7 Min
Change of Location /Line Shift-ing/
Fixed line(PSTN) Within <= 500M= 140 &>500M as per LMT Policy
7ays
ISDN- E1 Services Within <= 500M= 140 &>500M as per LMT Policy
10ays
ethio telecom citizens charter
ethio telecom citizens charter
Change of Number
Fixed line(PSTN) 27.83 15 Min
ISDN- E1 Services 27.83 15 Min
Short Code service
Change of Num-ber for Platinum
1,725.00 15 Min
Change of Number for Gold
1,150.00 15 Min
Change ofNumber for Silver
575.00 15 Min
Change of Number for Bronze
287.50 Any ethio telecom shops
15
Adding Fax on existing Fixed Line
Fixed line(PSTN) • If the machine is supplied by ethio telecomAdding Fax=Free• Monthly Rent=69If the machine is supplied by subscriber• 7Min 7Min Monthly rent = 19
10 Min
Change from pre-paid to post-paid
Prepaid and post-paid Mobile Telephone Ser-vice( GSM , CDMA- Full Mobility & 3G - WCDMA)
Free Any ethio telecom shops
15 Min
Mobile BB Internet: EVDO, 3G
free 15 Min
Change from Post-paid to pre-paid
Prepaid and post-paid Mobile Telephone Ser-vice( GSM , CDMA- Full Mobility & 3G - WCDMA)
30 15 Min
Mobile BB Internet: EVDO, 3G
30 15 Min
በ994 በኩል የሚሰጡ የድህረ ሽያጭ አገልግሎቶች
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Product/service
Type of service
Definition Require-ment
Fee(ETB)
How/where to get the service
Stan-dard delivery time
Self-care service
SIM Restore request
Request raised by the customer to lock their SIM card when they have found their lost SIM card
_ FreeDial 909/904-->press 4-->then 2-->en-ter service Number #Pin#
_
• Owner name•The most repetitively calls and•Last three calls the customer made
Call 994 5 min-utes
Support & complains
Fraud locked release
A request raised when the SIM is locked due to repetitive unsuccessful recharging trial
Free Call 994 2 min-ute
PUK code request
Personal un-locking key request
• Knowing the profile data ICCID or Repeat-edly dial-ling number and last three num-bers the customer dialled
Free Call 994 3 min-ute
ethio telecom citizens charter
ethio telecom citizens charter
Product/service
Type of service
Definition Requirement Fee(ETB)) How/where to get the service
Standard delivery time
EVDO lost to be locked
Request raised by the cus-tomer to lock their EVDO ser-vice when it is lost
•Calling us-ing the or-ganization’s service number if the service is registered in the name of the orga-nization• Owner name
Free Call 994 3 minute
Deac-tivate roaming service
Request raised by the customer when they wants to deacti-vate their roaming service
•Knowing profile data •PUK
Free Call 994 5 minutes
Collection Period Change
Request raised by the customer when they wants change their payment period
•Knowing the profile data •PUK num-ber, for ser-vices which has PUK number•Last three paid bill amount for services that no PUK number
Free Call 994 3 minute
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Bill related complain (over billed, under billed and charged other cus-tomer’s bill)
Complain raised by the customer when there is any issue related to bill like, over billed, under billed and charged other cus-tomer’s bill)
Can only re-quest within six months
Free Call 994/ any ethio telecom shop
15 days
Maintenance service delivery standardsNo Type of service Customer’s
CategoryService area
Standard de-livery time
1 FL Voice or FAX or short-code over fixed line
Enterprise All 7days
Residential All 10 days
2 ISDN E1 service over fixed line
Enterprise All 7days
3 Broadband Inter-net over fixed line through xDSL
Enterprise All 7days
Residential All 10 days
4 Broadband Internet over fiber cable through xPON
Enterprise All 7 days
5 Broadband Inter-net over wireless through VSAT
Enterprise All Best ef-fort will be exerted to restore the service
6 Wired Fixed VPN Enterprise All 7days
ethio telecom citizens charter
ethio telecom citizens charter
6. Grievance redressing
Ethio telecom customers can call toll-free numbers both to request information and to register complaints.
1st Level complaint
Complaint regarding any grievance relating to or arising out of any failure in the delivery of ethio telecom service can be filed by customers through call centre: • 994 call centre
2nd Level complaint
If the issue is not resolved within the standard delivery time of the particular product or service, customers can call 994 after 2 days from the completion of the standard delivery time.E.g. For fixed line maintenance, the standard delivery time is 7 days. If it is not solved within this time, customers should call on the 9th day again.
7. Revision of this document
This citizen charter document will be updated every year and made available on ethio telecom website. Physical document will also be distributed for those who can’t access our website.
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