آسیاتک اینترنت یک

مطالب مرتبط

Customer Bill of Rights

 

Commitments of AsiaTech

In line with its strategies in customer orientation and respecting customers, AsiaTech data Transmission Company has proceeded to implement and receive international certifications of customer satisfaction management on the basis of ISO 10003:2007, ISO 10002:2004, ISO 10001:2007 and ISO 10004:2010 standards. In this regard AsiaTech Company requires itself to comply with the commitments in the following table.

 

 
  • Selling ADSL Internet
  • Selling Intranet and Bandwidth
  • Service Extension and Service Change
  • Technical Support
  • Cancelling
  • Installing the service for subscriber
  • Complaints
  • Sales agent (commission agent)

Target

Order ADSL service and receive related services during a specified time and volume

Liability company

  • Providing service according to ordered volume and time
  • Considering overnight download half-price for 2GB and 3GB downloads and free for 5GB and upper for volume based services
  • Provide service according to contract
  • 1 year replacement warranty if you purchase a modem from the company
  • Selling added volume to the service
  • Installing service within 72 hours after registration (except limited centers and telecommunication problems)
  • 100% payment refund if the service delivery is failed (in case the problem is from AisaTech side or because of fiber, PCM, etc.)
  • Registration and shopping guide by the customer affairs unit and registration portal
  • Providing customer number and password to use subscriber profile and to provide any other request that needs this information
  • Providing invoice for the subscriber in company’s portal
  • Creating easy payment service

What restrictions

  • Possibility to provide service according to regulatory rules
  • ارائه سرویسProviding limited services in some communication centers because of limited resources or the conditions of the center to provide service
  • Failure to provide services in a number of communication centers
  • Failure to provide services on fiber, PCM, etc.
  • Failure to guarantee the speed in overnight download (volume-based services)
  • In case the failure to provide service is because of subscribers line break, the activation fee will be deducted and the remainder returned to the customer.
  • Inability to receive cash from customers in person
  • Disorder in the online payment system

Asia Tech company obligations

Target

  • Order intranet platform for inter-organizational communications within the country
  • Order bandwidth

Liability company

  • Examining requests and possibility to provide the services required by the applicant
  • Installation of necessary equipment to provide the requested services

What restrictions

  • Possibility to provide service according to regulatory rules
  • Failure to provide service in areas with lack of vision for telecommunications equipment
  • Failure to provide unlimited bandwidth
  • Frequency and communication limitations

Asia Tech company obligations

Target

  • Service extension or order extra volume for the remaining time
  • Subscriber purchased service change
  • Port maintenance

Liability company

  • Informing the subscriber if getting close to completion of the service or termination of subscriber volume to extend the service and order volume
  • Service extension and ordering extra volume through creating easy payment service through communication channels
  • Maintaining subscriber’s port between one month to three months on a daily basis according to the specified price
  • Upgrading the service( within the limitations of previously purchased service)

What restrictions

  • Inability to receive cash from customers in person
  • Disorder in online payment system
  • According to the formula defined in the software the subscriber is required to extend the service in the specified time, otherwise negative days of the subscriber will be accounted in the next invoice on daily basis
  • Inability to maintain ports due to the lack of available port in limited communication centers
  • Inability to change unlimited services to volume-based services and visa versa

Asia Tech company obligations

Target

Troubleshooting customer problems

Liability company

  • Resolving the problem by telephone by experts
  • Sending expert to the communication center and if necessary to subscribers place
  • Fixing customer‘s broken service within 72 hours
  • Fixing subscriber’s modem technical problems in personal references

What restrictions

  • Temporary interruption of service because of interruption or failure by Telecom due to various reasons
  • Temporary interruption of service because of converting copper wire to fiber by Telecom

Asia Tech company obligations

Target

  • Terminating the contract after completion of the period of service
  • Transferring the service from one line to another

Liability company

  • Guiding the subscriber to cancel and remove the service
  • Performing the removal process within 72 hours
  • Informing the subscriber about the removing process
  • Accepting the removal request through customer affairs system
  • No need for dialing and entering Username و Password
  • Cheaper cost than wireless

 

What restrictions

  • Inability to get back the remaining service according to the contract

Asia Tech company obligations

Target

  • Delivering internet and logging the service
  • Speed test

Liability company

  • Sending SMS to the subscriber after company’s expert’s approval in customer affairs system
  • Delivering the service within 48 hours
  • Step by step subscriber training in setting up by phone

What restrictions

  • No closed loop connected line
  • Line noise
  • Subscriber modem failure
  • Wiring problems inside subscribers building

Asia Tech company obligations

Target

  • Failure to receive appropriate and high quality service from the company or the agencies. According to the contract
  • Compensating moral and material damages for the subscriber

Liability company

  • Responding to complaints in a timely manner and responsibly
  • Access to channels of complaint
  • Issuing tracking number after receiving the complaint
  • Examining subscriber’s complaint in the specified time
  • Surveying after complaint

What restrictions

  • Some sites have server issues that can not be raised in complaints
  • Problems for the customer modem after the guarantee period
  • Interruption across the country or region in transport infrastructure

Asia Tech company obligations

Target

  • Sales agent license
  • Sales affairs flow up
  • Service support
  • Fixing panel and online payment system problems

Liability company

  • Providing internet service according to the mentioned commitments for selling ADSL (first row in the table)
  • Advertisement help
  • Panel training and sale strategies
  • Full support for users
  • Establishing of new centers based on increased sales
  • Supporting the agency according to the contact between

What restrictions

  • Possibility to provide service according to regulatory rules
  • Possibility to provide service in centers declared to the agency

Asia Tech company obligations


Customer Bill of Rights

The customer has the right to…..

The customer has the right to know about the type of company’s service.
The customer has the right to receive free information about the services received.
The customer has the right to be informed of changes in the company's service.
The Customer has the right to require information about the services received at any time.
The customer has the right to receive support around the clock.
The customer has the right to express his opinion about our service.
The customer has the right to criticize us.
The customer has the right to complain about our service or support.
The customer has the right to choose the type of service based on his need or taste.
The customer has the right to expect mutual respect and expert staff in AsiaTech.
The customer has the right to contact with management in a defined manner.
The customer has the right to complain about the delay in service providing

Customer Bill of Rights Document

 

 

Introducing regulatory and administrative provisions

Communications Regulatory Authority was established according to the article 7 of the functions and powers law of the ministry of Communications and Information Technology passed by the Islamic Consultative Assembly in 19/2/1382 from the integration of Communication Department of the Ministry of Communications and Information Technology and General Department of Radio Communications in order to perform governance, regulatory and administrative functions and powers in the Communications Regulatory department related to the Ministry of Communications and Information Technology. This organization is an independent legislative and regulatory institution that plays the role of making the market of telecommunication services competitive and enhancing the quality of services. The importance and role of this institution in the private sector boom is clear from the duties that are laid upon it according to the statute.

Communications Regulatory Authority has established in the Radio Communications Department in order to implement the Telecommunications Regulatory Commission approvals and achieve the objectives and perform the desired tasks and the head of this organization is the Deputy Minister.

 

Regulatory approvals and Administrative Regulations