ethio telecom - ICTET teleom itiens arter etio teleom itiens arte r 2 Mission, vision and value •...

ethio telecom citizens charter

www.ethiotelecom.et

www.ethiotelecom.et

citizens charterethio telecom



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

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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



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



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


Monthly recharge (ETB)


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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• 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


Monthly rent (ETB)


Post-paid mobile

30 28.75 0.35/Min during off peak hours0.83/Min during peak hours

15 Min


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


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


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


Product/Service


Monthly rent(ETB)

Usage fee(ETB)


Post-paid WCDMA(3G)

60 28.75 • 0.35/Min during off peak hours• 0.83/Min during peak hours

15 Min


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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



Tariff/Fee & Standard delivery time

Product/Service

Subscription fee(ETB)

Monthly packages

Monthly charge(ETB)

Usage above packages(ETB)


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


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)


EVDO With dongle739

With out dongle 60

1 GB 300 0.35 /MB

30 Min

2 GB 500

4 GB 700


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Tariff/Fee & Standard delivery time



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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


Product/Service


Monthly recharge (ETB


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


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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


Monthly rent (ETB)


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


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Product/Service


Monthly rent (ETB)


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


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


Digit length Product/Service

Subscription fee(ETB)

Monthly Rent(ETB)


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


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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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


Product/Service


Monthly rent (ETB

Usage fee(ETB))


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


Product/Service


Monthly rent (ETB

Usage fee(ETB))


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


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.


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


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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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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


Product/Service

Speed packages


Monthly rent (ETB)


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

Page-20 Page-21



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


Product/Service

Bundle Subscription fee(ETB)

Monthly Rent/Recharge(ETB)

Usage fee out of bundle (ETB)


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


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


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





Page-22 Page-23



Product/Service

Speed Subscrip-tion Fee

Monthlyusage fee


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


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


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


Product/Ser-vice

Average Speed Subscrip-tion Fee(ETB))

Monthly us-age fee(ETB


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


Page-24 Page-25



Type of service

Product/ServiceFee( ETB

How/where to get the service


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


30 15 min


15 15 min

Post-paid Mobile


15 Any ethio telecom shops

15 min


15 15 min

Prepaid GSM Mobile


30 15 min


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



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

Page-26 Page-27



Enterprise Sales after sales service delivery standards

Type of service

Product/Service

Fee(ETB) How/where to get the service


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


Stan-dard 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

Page-28 Page-29



Type of service

Product/Service Fee(ETB) How/where to get the service


Change of Location /Line Shifting/

Wired fixed BB Internet Service

Within <= 500M= 140 &>500M as per LMT Policy

XDSL = 7DaysXPON= 14 Days


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


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

Page-30 Page-31

Type of service

Product/Service


Stan-dard 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



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


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


30 15 Min

በ994 በኩል የሚሰጡ የድህረ ሽያጭ አገልግሎቶች

Page-32 Page-33

Product/service

Type of service

Definition Require-ment

Fee(ETB)


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



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

Page-34 Page-35

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


3 Broadband Inter-net over fixed line through xDSL


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



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.

Page-36

www.ethiotelecom.et

www.ethiotelecom.et

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COMING SOON

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