Code of Practice
Introduction to Nuetel
Nuetel is a national triple play telecommunications operator in Bahrain with regional infrastructure and alliances. Thanks to our fully converged IP architecture and the selective use of fiber, copper and wireless network. Nuetel is optimizing the delivery of converged services including Voice, Internet and TV over a single broadband connection.
These intelligent utilities are all managed from a core Network Operation Centre at Amwaj Islands.
The purpose of this Code of Practice is to inform you about our products, services, the manner in which to contact us and customer care policies. This Code of Practice has been prepared in accordance with the Telecom Law and the Guidelines published by the Telecommunication Regulatory Authority, Kingdom of Bahrain (“TRA”) which can be accessed by customers by visiting Nuetel’s website at www.nue-tel.com or alternatively contact us on 16033000.
How to Contact Nuetel
Telephone: +973 160 33 000
Mail: P.O. Box 50960, Amwaj Island, Bahrain
Nuetel’s call center is available for customer queries on the following (24 hours a day/7
days a week) on:
Nuetel Products and Services Portfolio
Nuetel has a wide range of products and services which are outlined below:
Customers can apply to any of Nuetel’s services by completing the relevant application form. When applying for a Nuetel service, customers will need to provide the following information and documentation:
Nuetel main office at Amwaj Islands is welcome to contact all the customers and subscribers if needed an advice, information, or assistance with any matter including general information, accounts, payments, complaints and sales. You may contact us using the following channels:
Service Disconnection and Termination
All Nuetel’s customers are may cancel, terminate or suspend any service provided from Nuetel; by visiting Nuetel’s main office at Amwaj Islands – NOC Building to fill and sign the relevant Application Form. At this stage Nuetel will then proceed with the disconnection order as per the customer notification to cancel his/or service. Thus, Nuetel will issue a last bill for the customer up to date of the cancellation request comprising any due charges/subscription fees in addition to the applicable termination fees.
Keep in mind that international call charges might occur after the cancellation date due to the international calls agreements, Nuetel will notify you of any applicable charges by issuing a new bill containing all international charges that occur after cancellation date.
The bills are generated either on 1st, 31st or 30th of each month with 28 days to make a payment. You will receive two payment reminders if the payment is not yet made. If you fail to make the payment by the due date; the service in question will be disconnected by Nuetel. And if the payment is not made for two consecutive months, your account will be automatically terminated due to non-payment. Customers may contact Nuetel’s Call Centre on +973 16033000 or alternatively, visit www.nue-tel.com for any assistance or support regarding bill payment.
To reconnect your interrupted services, all you will need to do is to make a payment equivalent to your overdue bill amount. Once payment is made, Nuetel shall restore your services within one (1) working day. The reconnection fee of BD10 might be applied once the service is restored. The reconnection fee will be included in your next month bill.
Billing and Payment Methods
Your bill will be sent to you by email. A printed copy containing summary bill will be available only upon your request at BHD 0.900. Nuetel provides many payment methods which you can use. You can pay your bills by using the following methods:
Nuetel’s may ask you to pay a deposit amount upon signing the agreements for certain services. However, Nuetel’s reserves the right to revise the deposit amount whenever required.
Nuetel’s subscriptions should have a complaint about Nuetel service, please follow the complaint-handling process as outlined in the following stages:
1.Initial contact by complainant: Contact Nuetel Customer Care and Service Centre on +973 16033000 or visit the main office at Amwaj Islands to discuss your complaint with our Customer Service Representative during the business hours
as specified under Customer Inquiries section. Accordingly, you will be asked about the nature of your complaint and the advisor will seek to resolve the problem. However, if your complaint is not resolved, our Customer Service Representative will inform you about the actions to be taken and a case email ticket will be logged on the system.
Additionally, you may submit your complaint:
2.Acknowledgement of the complaint: Once the complaint is logged, you will be notified within (2) days about the expected resolution timeframe below:
3. Investigation of the complaint and notification of outcome: The ticket will be investigated and you will be notified of the resolution once your issue is resolved. You will be also kept informed at regular intervals of the progress of the complaint to investigate and resolve the complaint within the expected resolution timeframe as stated above.
4. Internal escalation: The ticket will be escalated internally to Nuetel’s Customer Service and Care management team. And if you are not satisfied with the resolution provided. The target time for a response to a customer on an escalated
case will not exceed two (2) working days.
5. If for any reason, Nuetel are not able to resolve your issue within the communicated resolution timeframe, you will be notified accordingly.
6. External escalation: If you are not satisfied with the resolution, you have the right to contact Telecommunication Regularity Authority on (www.tra.org.bh). Nuetel will provide the contact details on the Complaints Escalation Process
section at Nuetel’s Code of Practice.
Complaints Escalation Process
The Telecommunications Regulatory Authority contact details are:
Telecommunications Regulatory Authority
P.O.Box 10353 Manama, Kingdom of Bahrain
5th Floor, Building No. 852, Road No. 3618, Seef 436
Fax: +973 17532523
Quality of Service
Nuetel strives to offer customers an excellent quality of service on a 24/7 basis in accordance with the provisions of the Quality of Service Regulation issued by the TRA. Should any interruption or breakdown occur in the provisioned services, Nuetel will notify the customers impacted and will immediately take necessary steps to remedy such interruption or breakdown and improve the quality of the affected service as soon as acceptably possible, after it becomes aware of the occurrence.
All of Nuetel services are available 24 hours every day and are consistently monitored by automated programs and skilled engineers. Nuetel does not guarantee that the services will be available in all areas of the country with the same quality at all times. Thus nuetel does not guarantee that the services will be free of interruptions or interferences that could occur as a result of factors beyond our control. In addition, Nuetel Back up is built into all products and services prior to their release
to our customers. All planned maintenance and service upgrades are scheduled where possible for completion outside of normal business hours.
Approval and Review of this Code
This Code is being reviewed by the Telecommunications Regulatory Authority of the Kingdom of Bahrain. We aim to keep this Code of Practice up to date and you may obtain a copy from our customer service representatives or visit our website. It is essential that our customers understand, at the point of registration, the service being offered and agreement they are entering into. Hence, reading the terms and conditions thoroughly will avoid any unnecessary inconvenience or escalation of a complaint to a dispute. If you have any questions regarding Nuetel’s compliance with our Code of Practice, please contact us on email: firstname.lastname@example.org