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ethio telecom citizens charter
ethio telecom
citizens charter
www.ethiotelecom.et
www.ethiotelecom.et
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
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ethio telecom citizens charter
AcronymDefinition
2G
Second Generation (mobile communication system)
3G
Third Generation (mobile communication system)
ADSL Asymmetric Digital Subscriber Line
APN
Access Point Name
BB
Broad Band
CAF
Customer Acquisition/Agreement Form
CDMA Code Division Multiple Access
CPE
Customer premises equipment
DNS
Domain Name Service
E1
A line that has 32 channels.
EPON Ethernet Passive Optical Network
EPON Gigabit Passive Optical Network
ETB
Ethiopian Birr
EVDO Evolution Data Only
FL
Fixed line
GB
Giga Byte
GoTa
Global Open Trunking Architecture
GPRS General Packet Radio Service
GSM Global System for Mobile (communications)
IOT Inter-Operator Tariffs
IP
Internet Protocol
ISDN
Integrated Services Digital Network
M2M Machine to Machine(Communication)
MB
Mega Byte
MOC Mobile Originating Calls
MTC Mobile Terminating Calls
PMP
Point-to-Multipoint (Protocol)
PSTN Fixed Telephone Service
PTP
Point-to-Point (Protocol)
PUK
PIN (Personal Identification Number) Unlocking Key
SIM
Subscriber Identification Module
USB
Universal Serial Bus
USSD Unstructured Supplementary Service Data
VDSL Very high-speed Digital Subscriber Line
VPN
Virtual Private Network
VSAT Very Small-Aperture Terminal
WCDMAWideband - Code Division Multiple Access
WFD
Wireless Fixed data
Wi-Fi Wireless Fidelity (IEEE 802.11)
XPONGPON/EPON
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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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ethio telecom citizens charter
ethio telecom citizens charter
5 Standards for service delivery
Service availability response time
Tariff/Fee & Standard Delivery Time
For services that need survey to check availability of resources, ethio
telecom will respond to customers within 7 days. The response can be positive or negative. The negative response would be when there are no network resources at the nearest possible to fulfil the customer request.
Product/Service
Usage fee(USD)
Standard Delivery
Time
Roaming Service
As per the tariff set in the
below table
20 Min
Waiting time at shops
Roaming Tariff Zone MOC (USD/min)
When customers come to buy new services or products, the maximum waiting time in ethio telecom shops is 30 minutes
International Call Tariff
International Call Tariff
Zones
Continent
Usage fee in Birr/minute
Zone 1
Asia,
7.50
Zone 2
Africa, Oceania and South America
8.95
Zone 3
Special Zone*
20.00
Europe , Middle East and North America
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 Comoros
N.B.
15 % VAT will be added on all charges.
This tariff will be the same to mobile and fixed networks
Roaming Service
Brief 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
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Tariff MOC
(Mobile
Originating Calls)
Tariff MTC
(Mobile
Terminating Calls)
Zone 1
Zone 2
Zone 3 Zone 4
2.36
3.44
2.58
2.9
For visitors coming to
0.74/
Ethiopia making calls
0.54
within Ethiopia Wholesale
tariff (IOT)
0.74/
0.54
0.74/
0.54
0.74/
0.54
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 visitors coming to
Ethiopia making international calls Wholesale
tariff (IOT)
• 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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ethio telecom citizens charter
ethio telecom citizens charter
Provisioning for Residential Customers
Subscription Requirements
Subscription Requirement
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
GSM & WCDMA (3G) post paid
In addition to the above common subscription requirements Deposit Guarantee is required
In addition to the above common subscription requirements Deposit Guarantee and last bill is required
In addition to the above common subscription requirements the following are
required:
• Copy of renewed Kebelle ID card on
the requestor resident (location). If unable to provide renewed Kebelle ID, the
requestor shall provide officially authorized rent agreement
• Deposit Guarantee
Fixed line and ADSL services
Fixed Telephone Service (PSTN)
Brief description and where to get the service
Product or service
GSM & WCDMA (3G) prepaid
WCDMA(3G) with Dongle Internet package
CDMA- Full Mobility (1X- CDMA Prepaid)
EVDO packages
Wi-Fi Internet packages
Wireless CDMA with limited mobility (Prepaid)
Roaming
Residential products and services delivery standards
• 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 Time
Product/
Service
Subscription
Fee(ETB)
Monthly recharge
(ETB)
Usage fee(ETB)
Standard
Delivery
Time
Prepaid mobile
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
Post-paid GSM
Postpaid WCDMA (3G)
Brief
& Where
get the
service
• description
አገልግሎቱ በሲም
ካርድtoየሚሰጥ
ነው፡፡
• የድኅረ ክፍያ ሞባይል አገልግሎት ተጠቃሚዎች በየወሩ መጨረሻ የተጠቀሙበትን
• Post-paid mobile is a service with full mobility used anywhere in ethio
የአገልግሎት
ዋጋareas
በቢል እንዲከፍሉ ይደረጋል፡፡
telecom
network
•service
አገልግሎቱ
በማንኛውም
የኢትዮ
• The
is offered
through
SIMቴሌኮም
Card የሽያጭ ማዕከላት ይገኛል፡፡
• የአገልግሎት
Post-paid
at the
of each
on their
ዓይነትcustomers
የደንበኝነት are
ክፍያ billedወርሃዊ
ኪራይ endየአገልግሎት
ክፍያmonth
(በብር) based
አገልግሎቱን
usage
(በብር)
(በብር)
የሚያገኙበት ጊዜ
• ድኅረ
It is
available
in any ethio telecom
ክፍያ
ሞባይል
30
28.75 shops• 0.35 በደቂቃ በቅናሽ
15 ደቂቃ
Tariff/ Fee & Standard Delivery Time
Product/
Service
Subscription
Fee(ETB)
Monthly
rent (ETB)
ሰዓት
• 0.83 በደቂቃ በመደበኛ
ሰዓት
Usage fee(ETB)
ማስታወሻ፡- ሁሉም ዋጋዎች ላይ 15% ተ.እ.ታ ታሳቢ ተደርጓል፡፡
Post-paid 30
mobile
5.5.2.4የቅድመ
28.75
ክፍያ
3ጂ አገልግሎት
0.35/Min during
off peak hours
ደብሊው.ሲ.ዲ.ኤም.ኤ
0.83/Min during
peak hours
Standard
Delivery
Time
15 Min
/WCDMA/
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 Monthly
Fee(ETB)
rent(ETB)
Post-paid
60
WCDMA(3G)
28.75
NB: 15% VAT is included on all charges
ስለ አገልግሎቱና አገልግሎቱን ከየት ማግኘት እንደሚቻል አጭር መግለጫ
• ደንበኞች
በእንቅስቃሴ
Prepaid
WCDMA
(3G) ላይ እያሉ የአገልግሎቱ ሽፋን ባለበት በየትኛውም አካባቢ/
Brief description
&
Where
to get the service
ቦታ የቅድመ ክፍያ
ደብሊው.ሲ.ዲ.ኤም.ኤ/WCDMA/
3ጂ አገልግሎትን
መጠቀም ይችላሉ፡፡
• Pre-paid WCDMA mobile is service with full mobility used anywhere in
•
ይህ ቴክኖሎጂ
ethio
network የድምፅና
areas የተንቀሳቃሽ ምስል ጥሪ፤ የአጭር መልዕክትና የዳታ
• Supports
voice,
video calls,
SMS and data
አገልግሎት
ለመጠቀም
ያስችላል፡፡
• It
require
to
have
3G
phones
to browse
• የኢንተርኔት አገልግሎትን ለመጠቀም
የ3ጂinternet
ሞባይል ቀፎ ያስፈልጋል፡፡
• The service is offered through SIM Card
• isአገልግሎቱ
ካርድ
የሚሰጥ
ነው፡፡residential, distributors & retailers
• It
availableበሲም
in any
ethio
telecom
shops
•
አገልግሎቱ በማንኛውም የኢትዮ ቴሌኮም የግል ደንበኞች የሽያጭ ማዕከላት
Tariff/
Fee & Standard
Delivery
Time
እንዲሁም
በኢትዮ ቴሌኮም
ወኪል
አከፋፋዮችና ቸርቻሪዎች ይገኛል፡፡
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
Post-paid WCDMA (3G)
Post paid WCDMA (3G)
Usage
fee(ETB)
Standard
Delivery
Time
• 0.35/Min during 15 Min
off peak hours
• 0.83/Min during
peak hours
NB: 15% VAT is included on all charges
3G with dongle Internet Package
Brief 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
NB: 15% VAT is included on all charges
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ethio telecom citizens charter
ethio telecom citizens charter
Tariff/Fee & Standard delivery time
Tariff/Fee & Standard delivery time
Product/
Service
Subscription
fee(ETB)
with dongle
699
3G
with out
dongle 60
Monthly Monthly
packages charge
(ETB)
1 GB
200
2 GB
350
4 GB
600
8 GB
1000
10 GB
1200
20 GB
2200
30 GB
3000
Usage
above
packages
(ETB)
Standard
Delivery
Time
Product/
Service
Subscription
Fee (ETB)
Monthly
packages
Usage
above
bundle
(ETB)
Usage
above
bundle
(ETB)
Standard
Delivery
Time
EVDO
With dongle
739
1 GB
300
0.35 /
MB
30 Min
2 GB
500
4 GB
700
With out
dongle 60
0.46/MB
30 Min
NB: 15% VAT is included on all charges
EVDO Packages
NB: 15% VAT is included on all charges
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
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
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ethio telecom citizens charter
7 Days
Limited Wireless CDMA (prepaid)
Brief description & Where to get the service
0.23/MB
• 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
280
Product/
Service
Prepaid
with voice
only
580
Free
300
550
2Mbps
6GB
Subscription Monthly
Fee (ETB)
recharge
(ETB
Prepaid
with voice
and data
85
Usage fee(ETB)
Standard
Delivery
Time
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
NB: 15% VAT is included on all charges
NB: 15% VAT is included on all charges
280
Free
300
580
Free
300
1Mbps
4GB
400
512Kbps
2GB
Limited
ADSL
250
Existing
FL require
ADSL
without
CPE
Access
Speed
Monthly
Packages
Monthly
package
charge
Existing FL
& require
ADSL with
CPE
580
280
Tariff/ Fee & Standard Delivery Time
Product/
Service
Tariff/Fee & Standard Delivery Time
subscription fee (ETB)
No existing
FL & require
ADSL with
CPE
No existing
FL & require
ADSL without
CPE
Usage
above
bundle
(ETB)
Standard
Delivery
Time
ethio telecom citizens charter
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ethio telecom citizens charter
ethio telecom citizens charter
Provisioning for Enterprise Customers
Definition of Enterprise Customer
An enterprise customer is any entity having business license in Ethiopia or
legal entity.
Subscription requirements
Product /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 address 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)
Enterprise products and services delivery standards
Fixed 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 Monthly
Fee(ETB)
rent
(ETB)
Fixed line 280
/ PSTN
19
Usage fee(ETB)
Standard
Delivery
Time
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
NB: 15% VAT is included on all charges
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 communication by satellite( GMPCS) service
subscription form
Roaming service
Page-12
•
•
Customer last bill
Deposit Guarantee
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ethio telecom citizens charter
ethio telecom citizens charter
ISDN-EI Service
Brief 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 Services
Brief 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
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
Platinum
23,000
13,800
7 Days
Gold
17,250
6,900
7 Days
Silver
10,350
4,830
7 Days
Tariff/Fee and Standard Delivery Time
Product/
Service
ISDN 1E1
(to use 30
lines direct
or to use
1 head
number as
PBX)
Subscription Monthly Usage fee(ETB)
Fee(ETB)
rent
(ETB)
19,582.50
484.50
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
NB: 15% VAT is included on all charges
The fee will vary based on the number of E1 and direct number
Standard
Delivery
Time
10 days
Three (3)
digits
Subscription
fee
(ETB)
Monthly
Rent(ETB)
Standard
Delivery Time
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 Services
A. Prepaid and post-paid Mobile Telephone Service( GSM , CDMA- Full
Mobility & WCDMA/3G)
B. Bulk SMS Service
Prepaid 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
15 Min
Post-paid
Mobile: 3G/
WCDMA
60
• 0.35/Min
during off
peak hours
• 0.83/Min
during peak
hours
NB: 15% VAT is included on all charges
Page-16
Product/
Service
Subscription
Fee(ETB)
Pre-paid mobile: 30
GSM , CDMAFull Mobility
Pre-paid Mobile: 3G/WCDMA
Monthly
rent (ETB
Usage
fee(ETB))
Standard
Delivery
Time
15
• 0.35/Min
during off
peak hours
• 0.83/Min
during peak
hours
15 Min
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
Bulk SMS
Fee(ETB)
Standard
Delivery Time
For example
1 Day
• 634.80 for sending
4,000 SMS
• 3,967.50 for sending
25,000 SMS
Remark
The price will
vary depending
on the number
of SMS to be
sent
NB: 15% VAT is included on all charges
Page-17
ethio telecom citizens charter
ethio telecom citizens charter
Page-18
13.04
A. Wired fixed BB Internet Service - ADSL, EPON
B. Wireless fixed BB Internet Service - Aironet, VSAT
C. Mobile internet– EVDO, 3G
Wired fixed BB Internet Service - ADSL, EPON
Brief description and where to get the service
6.96
9.57
• 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
Subscription Fee
(ETB))
Monthly
rent
(ETB))
Standard Delivery Time
Wired fixed BB
Internet Service:
Unlimited Broadband internet with
copper or fibre
256Kbps
400
546.25
15 Days
512 KB/S
400
1,092.50
15 Days
NB: 15% VAT will be added all usage charges
0.87
1.09
1.30
1.74
2.61
3.48
5.22
Tariff/Fee and Standard Delivery Time
Premium
Calls tariff
option
Usage (ETB)
Description
Voice Premium Service Tariff Structure(For Content Providers)
For calls originated from all mobile GSM, WCDMA/3G and CDMA throughout the country
Internet Service
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
Page-19
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ethio telecom citizens charter
10 Days
Wireless fixed BB Internet Service - Aironet, VSAT
Brief description and where to get the service
280
280
280
0.23/
MB
• 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
NB: 15% VAT is included on all charges
580
580
Free
Free
300
Product/
Service
Speed
packages
Subscription
Fee (ETB)
Monthly
rent (ETB)
Standard
Delivery
Time
Wireless Fixed
BB Internet
Service : Without 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
300
550
400
1Mbps
2Mbps
6GB
4GB
2GB
512Kbps
250
300
Free
580
Tariff/Fee and Standard Delivery Time
Limited
ADSL
Existing
FL require
ADSL
without
CPE
Existing FL
& require
ADSL with
CPE
Product/
Service
Monthly
Packages
Access
Speed
Monthly
package
charge
Subscription fee(ETB)
No existing
FL & require
ADSL with
CPE
No existing
FL & require
ADSL
without CPE
Usage
above
bundle
(ETB)
Standard
Delivery
Time
ethio telecom citizens charter
Wireless Fixed
BB Internet
Service : With
CPE (Aironet
point to point)
Wireless Fixed
BB Internet
Service : With
CPE (Aironet
point to multi
point)
6,382.50
7 days
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
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-21
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
Standard
out of bundle Delivery
(ETB)
Time
Mobile BB
Internet
Service:
EVDO postpaid and
pre-paid
1GB
200
0.35/MB
Mobile BB
Internet
Service: 3G
post-paid
and prepaid
60
45 Min
2GB
350
45 Min
4GB
600
45 Min
1GB
200
15 Min
2GB
350
15 Min
4GB
8GB
600
60
1000
15 Min
0.46/MB
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, EPON
B. Wireless fixed VPN Service - Aironet, VSAT
C. Mobile BB VPN– EVDO, 3G
Wired fixed VPN Service - ADSL, EPON
Brief 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/
Speed
Subscription Monthly
Standard Delivery
Service
Fee(ETB)
usage fee
Time
(ETB
Wired fixed
VPN ServiceADSL, 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
Page-22
Page-23
ethio telecom citizens charter
ethio telecom citizens charter
Wireless fixed VPN Service - Aironet, VSAT
Brief description and where to get the service
Mobile Broadband VPN– EVDO, 3G
Brief 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 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/
Service
Wireless
fixed VPN
Service
- Aironet,
VSAT
Speed
Subscription Fee
Monthly
usage fee
Standard
Delivery
Time
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
Tariff/Fee and Standard Delivery Time
Product/Service
Average Speed Subscription
Fee(ETB))
Mobile Broadband VPN–
EVDO
512 Kbps
Mobile Broadband VPN–
3G
1 Mbps
3,160.02
1,000.00
Monthly usage fee(ETB
Standard
Delivery
Time
2,185.00
2 Days
3,000.00
2 Days
NB: 15% VAT is included on all charges
Page-24
Page-25
ethio telecom citizens charter
ethio telecom citizens charter
After sales services
Residential Sales after sales service delivery standards
Type of
service
Product/Service
Reconnection
CDMA
wireless
(prepaid)
with voice only
15
voice with data
15
Limited ADSL
15
EVDO
Page-26
How/
where to
get the
service
Any ethio
telecom
shops
Standard
Delivery
Time
Change from
pre-paid to
post-paid
EVDO
Free
15 Min
Mobile Telephone Service
Free
15 Min
Upgrading
Upgrading ( 2G to 3G)
30
15 Min
Limited ADSL
15 min
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
Reconnection
without SIM
15
Reconnection
with SIM
Reconnection
without SIM
Change of
Location /
Line Shifting/
Change of
Number
30
15 min
15
15 min
Fixed line(PSTN)
15
7 days
Change of
Device ESN
(Electronic
Serial Number )
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
Standard
Delivery
Time
15 Min
200
15 Min
Upgrading from
2GB to 4 GB
200
From 1GB to
4 GB
400
15 Min
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
27.83
15 min
Free
15 min
•If it is
technical
problem,
it will be
replaced
freely
•If it is the
fault of
the customer, full
cost will
14 min
15 min
15 min
How/
where to
get the
service
Free
7 days
126
Fee( ETB
Upgrading from
1GB to 2 GB
EVDO
15 min
Reconnection
with SIM
Any ethio
telecom
shops
Product/Service
13 min
3G dongle
internet
service
Prepaid
GSM Mobile
SIM Replacement
Fee( ETB
Type of
service
Fixed line(PSTN)
EVDO
CPE Replace- Limited ADSL
ment
Any ethio
telecom
shops
15 Min
Page-27
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
Reconnection
EVDO Postpaid
60
Any ethio
telecom
Shops
15 Min
Wireless Fixed VPN
services
Wired fixed VPN
Service
Wired fixed BB
Internet Service
10 Days
Within <=
500M=
140 & And
>500M as
per LMT
Policy
XDSL =7 Day
XPON= 14
Days
15
XDSL =7
Days
XPON =14
Days
Type of
service
Product/
Service
Reconnection
Short Code
Fee(ETB)
How/
where to
get the
service
StanStandard
dard
Delivery
Delivery Time
Time
Reconnection of
Platinum
10,350.00
Reconnection of
Gold
6,900.00
Ethio
Enterprise
Shops
Reconnection of
Silver
3,450.00
7 Days
Reconnection of
Bronze
1,725.00
7 Days
ISDN- E1 Services
Page-28
Wireless Fixed BB
Internet
As per
the tariff
(Currently there
is not
tariff)
10 Days
Mobile BB
Internet:
EVDO, 3G
Reconnection
with SIM
30
10 min
Reconnection
without
SIM
15
15 Min
Fixed line(PSTN)
Prepaid and
post-paid
Mobile
Telephone
Service
(GSM,
CDMA- Full
Mobility &
3G -WCDMA)
15
15
Any
ethio
telecom
shops
7 Days
7Days
10 Days
7 Days
Reconnection without SIM
15
10 Min
Reconnection with
SIM
30
15Min
Page-29
ethio telecom citizens charter
Type of
service
Product/
Service
Change of
Location /
Line Shifting/
Page-30
Fee(ETB)
How/
where to
get the
service
Reconnection of
Bronze
1,725.00
ISDN- E1 Services
15
Fixed line(PSTN)
15
Prepaid and
post-paid
Mobile
Telephone
Service(
GSM ,
CDMA- Full
Mobility &
3G -WCDMA)
SIM Replacement
ethio telecom citizens charter
Reconnection
without
SIM
15
Reconnection
with SIM
30
StanStandard
dard
Delivery
Delivery Time
Time
7 Days
Any
ethio
telecom
shops
10 Days
Type of
service
Product/Service Fee(ETB)
Change of
Location /
Line
Shifting/
Wired fixed BB
Internet Service
XDSL =
7Days
XPON= 14
Days
Wired fixed VPN Within <=
Service
500M= 140
&>500M as per
LMT Policy
XDSL =
7Days
XPON= 14
Days
Change of
Domain
Name
Domain names
Service
Full cost(the
subscription
fee paid up
on subscription as a new
subscription
15 Min
Reconfiguration)
Mobile BB VPN(
EVDO & 3G)
15
20 Min
GOTA(Push to
Talk) Service
15
20 Min
10 Min
M2M Business Solution
(Narrowband VPN)
7 Min
SIM Replacement of 3G
7 Min
Prepaid and post-paid
Mobile Telephone Service( GSM , CDMA- Full
Mobility & 3G -WCDMA)
15
7 Min
Fixed line(PSTN)
Within <=
500M= 140
&>500M
as per LMT
Policy
7ays
ISDN- E1 Services
Within <=
500M= 140
&>500M
as per LMT
Policy
10ays
Standard
Delivery
Time
Within <=
500M= 140
&>500M as per
LMT Policy
7 Days
15 Min
How/
where to get
the service
CPE
Replacement
Wired fixed VPN 300 for ADSL
Service
and VDSL
600 for EPON
and GPON
14Days
Wireless Fixed
BB Internet
As wireless
BB service(
Aironet and
VSAT) is exiting, there is
not tariff
14Days
Wired fixed BB
Internet Service
300 for ADSL
and VDSL
600 for EPON
and GPON
14Days
Page-31
ethio telecom citizens charter
Change of Fixed line(PSTN)
Number
ISDN- E1 Services
Short Code
service
Adding
Fax on
existing
Fixed
Line
Change
from
pre-paid
to postpaid
Change
from
Postpaid to
pre-paid
Page-32
ethio telecom citizens charter
27.83
15 Min
27.83
15 Min
Change of Number for Platinum
1,725.00
15 Min
Change of
Number for Gold
1,150.00
15 Min
Change of
Number for
Silver
575.00
15 Min
Change of
Number for
Bronze
287.50
Fixed line(PSTN)
• If the machine
is supplied by
ethio telecom
Adding Fax=Free
• Monthly
Rent=69
If the machine
is supplied by
subscriber
• 7Min 7Min
Monthly rent
= 19
Any
ethio
telecom
shops
Product/
service
Type of
service
Definition
Requirement
Fee
(ETB)
Self-care
service
SIM
Restore
request
Request
raised by the
customer to
lock their
SIM card
when they
have found
their lost SIM
card
_
Free
15
10 Min
Support &
complains
Prepaid and post-paid
Mobile Telephone Service( GSM , CDMA- Full
Mobility & 3G - WCDMA)
Free
Any
ethio
telecom
shops
Mobile BB Internet: EVDO,
3G
free
15 Min
Prepaid and post-paid
Mobile Telephone Service( GSM , CDMA- Full
Mobility & 3G - WCDMA)
30
15 Min
Mobile BB Internet: EVDO,
3G
30
15 Min
Fraud
locked
release
A request
raised when
the SIM is
locked due
to repetitive
unsuccessful
recharging
trial
PUK
code
request
Personal unlocking key
request
15 Min
• Owner
name
•The most
repetitively
calls and
•Last three
calls the
customer
made
• Knowing
the profile
data ICCID
or Repeatedly dialling number
and last
three numbers the
customer
dialled
How/where to
get the service
Dial
909/904-->press
4-->then 2-->enter service
Number #Pin#
Standard
delivery
time
_
Call 994
5 minutes
Free
Call 994
2 minute
Free
Call 994
3 minute
Page-33
ethio telecom citizens charter
Product/
service
Type of
service
EVDO
lost to be
locked
Deactivate
roaming
service
Collection
Period
Change
Page-34
ethio telecom citizens charter
Definition
Requirement Fee(ETB))
How/where
to get the
service
Standard
delivery
time
Request
raised by
the customer to
lock their
EVDO service when
it is lost
•Calling using the organization’s
service
number if
the service
is registered
in the name
of the organization
• Owner
name
Free
Call 994
3 minute
Request
raised
by the
customer
when
they
wants to
deactivate their
roaming
service
•Knowing
profile data
•PUK
Free
Call 994
5 minutes
Request
raised
by the
customer
when
they
wants
change
their
payment
period
•Knowing
the profile
data
•PUK number, for services which
has PUK
number
•Last three
paid bill
amount for
services
that no PUK
number
Free
Call 994
Bill
related
complain
(over
billed,
under
billed and
charged
other customer’s
bill)
Complain
raised
by the
customer
when
there is
any issue
related
to bill
like, over
billed,
under
billed and
charged
other customer’s
bill)
Can only request within
six months
Free
Call 994/
any ethio
telecom
shop
15 days
Maintenance service delivery standards
No
Type of service
Customer’s
Category
Service
area
Standard delivery 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 Internet 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 Internet over wireless
through VSAT
Enterprise
All
Best effort will be
exerted to
restore the
service
6
Wired Fixed VPN
Enterprise
All
7days
3 minute
Page-35
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
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.
4G
LTE
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.
COMING SOON
www.ethiotelecom.et
www.ethiotelecom.et
Page-36
© Augest 20014