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Subscription Form

About You

Mr. Mrs. Miss Dr. Other

Full Name
Nadia Hamdy Ismail

Family Name Ali

Gender Male Female

Nationality Egyptian Date of Birth 03.06.1972

Mobile No. Other No.


98579493

Email Nadyhhmdy527@gmail.com

Type of ID National ID Resident Card Passport ID No. 68620382

Location

House Way No./


P.O.Box P.C.
No. Street Name

Products & Services


Select your desired home broadband package.

32 OMR 35 OMR 38 OMR 73 OMR 102 OMR


21 OMR 24 OMR

Total price with VAT: Total price with VAT: Total price with VAT:
VAT 5% Total price with VAT: VAT 5% OMR 25.200 VAT 5% Total price with VAT:
OMR 33.600
VAT 5% OMR 36.750 VAT 5% Total price with VAT: VAT 5% Total price with VAT:
OMR 76.650 VAT 5% OMR 107.100
OMR 22.050 OMR 39.900

SPEED SPEED SPEED


150
SPEED SPEED
20 40 80
SPEED SPEED

/5Mbps
Mbps Mbps
/10Mbps
Mbps
/20Mbps
Mbps
/37.5Mbps
300
Mbps
/75
Mbps 500
/125Mbps
Mbps 1 Gbps
/250Mbps

SafeNet SafeNet SafeNet SafeNet SafeNet SafeNet SafeNet

Jawwy TV Jawwy TV Jawwy TV Jawwy TV Jawwy TV Jawwy TV Jawwy TV


App App App App App App App

Jawwy TV Home Jawwy TV Home Jawwy TV Home Jawwy TV Home Jawwy TV Home Jawwy TV Home Jawwy TV Home
(Device & Subscription) (Device & Subscription) (Device & Subscription) (Device & Subscription) (Device & Subscription) (Device & Subscription) (Device & Subscription)

I acknowledge that the information I have provided on this form is correct and I have read and accepted
Awasr contract terms and conditions:
Promotion _______________

Signature

Date 12.05.2022
Please be sure to include the following with this form: • Copy of : Type of ID

For Official Use Only


Signature & Stamp Customer Tag ID
As an Awasr customer, the terms and conditions set out below will govern your use Awasr suspects customer of using the Services for any illegal or fraudulent activity;
of our Services, and the contractual relationship between us. customer’s use of a Service or the activity when using a Service has, or in our opinion
Our core values as a company are Simple, Caring, Agile and Smart. We try to may have, a negative impact on the Awasr Network such as abuse of network or
makesure these values are a part of everything we do. These terms and conditions attempts of hack or security breach.
are important. Please read them carefully. b) If Awasr suspend the use of our Services, Awasr will endeavour to communicate
The customer may also contact us by: this to the customer before doing so.
• sending us an e-mail to care@awasr.com, c) Where Awasr suspend, re-direct or restrict the Services all Charges will continue
• visiting one of our Awasr stores or kiosks during opening hours, or to apply based on the approved policy by Telecommuniaction Regulatory
• sending us a letter addressed to:Awasr OmanKnowledge Oasis Muscat,Facility Authority.
Building, 4th Floor,P.O. Box 53, PC 135, Muscat,Sultanate of Oman. d) In case of failure to pay any amount after the Due Date, Awasr shall suspend the
Please do contact us if you experience any problems with your service or if you think Services, until the customer pays the outstanding amount. Customer will
we can help in any way. continue receiving monthly invoices for his/her monthly plan subscription.
e) Customer will be suspended after 32 days from the bill generartion date &
Interpretation customer will remain in suspension until the opend dues are fully paid. Once dues
The following definitions apply in these terms and conditions: are fully paid customer service will be restored within 24 housr.
"Agents" means any contractors, providers or dealers appointed by Awasr to f) In case customer fails to pay the dues within the suspension period , customer
perform any of Awasr's obligations under the Agreement; conectivty will be terminated after 50 days from the bill generation date.
"Agreement" means the agreement between us and the customer relating to the If the customer terminates the Service before Connection and after Awasr has
supply of our Services to the customer, which includes these terms and conditions commenced the Installation process , the customer will pay a cancellation charge
and any other terms stipulated by us; according to approved Tariff.
"Bill Cycle" means the period of approximately one month for which the customer If the customer relocates premises, the services will be terminated and the customer
will be invoiced, which will begin on a set date each month and will last until the day will have to place a new order. Fees for Change location applied as per approved
before that date the following month (e.g. the 1st of one month to the end of that Tariff.
month). The number of days in Customer’s Bill Cycle is variable in accordance with If the customer terminates the Service after activation and within the minimum
the number of days in a calendar month. The customer will be informed of the Bill commitment period specified in the agreement customer will be charged for
Cycle when the customer signs up for the Services; early termination charges penalty, plus the discount applied under any
"Charges" means all monthly access charges, and any additional charges payable by promotional plan that the customer subscribed to previously during the minimum
the customer; commitment period.
"Connection" means an Awasr Service that has been configured to attach to the On any termination, the customer must return all equipment Awasr have provided to
Network so that the customer can use the Services supplied under the Agreement; the customer ("Equipment") and pay for all not returned or damage Equipment
"Coverage" means the geographical area where Awasr can provide the Service; according to approved Tarif.
b) The customer can terminate his/her Service by signing a termination request form
"Customer Care" means the Awasr Customer Care Centre; in any Awasr outlet or store. The termination is effective from date when the
"Equipment" means the customer premises equipment provided by Awasr that customer clears all the applicable dues including returining the devices or pays
connects the customer to our Network for the provision of the Services; the non returned of damaged device charges.
"Due Date" means the date 30 calendar days after the Invoice Date; c) After the minimum subscription period, this Agreement automatically continues
"Invoice Date" means the date on which the relevant invoice is generated; indefinitely until the customer terminates the Service. The termination is effective
"Outside Awasr Network" means any network element, locally or internationally that from date when the customer clear the dues and either submits the device or
Awasr does not have any control over; pays device charge.
"Service(s)" means Awasr’s telecommunication services including broadband
services, voice services, value added and other services that are made available by Coverage and Services
Awasr or our agents under the Agreement; a) Awasr likes to keep things simple. Awasr is a specialized fixed telecommunications
"Suspend" means barring access to Services; service provider and as such Awasr strive to offer superior services in the Sultanate
"User" means any individual who uses the Services; that is in line with quality of service requirement set by the TRA. Awasr offer services
"we" or "us" means Awasr and "our" has a corresponding meaning; where Awasr network is available.
"Website" means our website at www.awasr.om; b) To continue offering the customer the best services, customer needs to:
"The customer" means the customer under this Agreement who is liable for all of the not use the Services or allow anyone else to use them in a way which breaks any laws
Charges under this Agreement and "your" has a corresponding meaning. or infringes anyone's legal rights;
for abusive, illegal, or fraudulent purposes.
Commencement of Agreement and Term to obtain unauthorised access to anyone's computer or communications equipment;
a) The customer is legally bound by the terms of this Agreement from the time when to interfere with anyone else's use of our Services.
the customer places & sign for an order through Awasr ordering channels and Awasr c) Awasr reserve the right to remove any content which Awasr consider, in our
confirms that it can deliver the order. A copy of Terms & Condition & the signed order reasonable opinion, to breach the terms of this Agreement, or to breach any law, or
will be shared to the customer email promptly after submission of the order. to be contrary to good morality.
b) For any Service, Awasr requires the customer to stay with the company for a d) Awasr reserves the right to change, modify, suspend, remove or substitute any
minimum subscription period specified in our agreement with the customer current Service with a new Service after communicating the prospective change,
c) After the initial minimum subscription period, the subscription shall continue & modification, suspension, removal or substitution to the customer.
automatically renew monthly basis unless the customer terminates the service. After e) The customer agrees to indemnify us against all claims and liabilities and to meet
any losses Awasr may incur as a result of his or her use of the Services. The customer
the minimum commitment period customer will not be charged for any penalties is responsible for the use or misuse of the Services Awasr provides.
related to the minimum commitment period. f) The customer must not resell, in any way whatsoever, the whole or any part of the
d) The customer can upgrade his or her Service at any time. There will be no Services Awasr provides, and he or she must not provide a connection to, or enable
additional upgrade charges, but Awasr will require the customer to pay the charge the use of Customer’s Services by, anyone in any other premises than the premises in
for the plan to which the customer upgraded from the date of the request (on a pro which Awasr installed the Services. If the customer does any of these things, then
rata basis for the month in which Customer’s upgrade was made). The charges on the Awasr may take legal action against the customer.
upgraded package will commence on the date of the activation. g) The customer agrees that if he or she uses the Services in any way that may
e) The customer is not permitted to downgrade the Service during the minimum negatively impact our Network or the provision of any of our Services, Awasr may
subscription period unless if the customer pays the Early Termination Charges of the restrict or suspend their use of the Services.
minimum commitment period. h) Awasr is not responsible for any drop in desired or expected speed or latency for
f) After the minimum commitment period the customer can downgrade their speed. connections to servers Outside Awasr Network.
However,. The downgrade will take effect from the start of the next Bill Cycle.
Downgrade fees will applied according to the approved downgrade fee tariff by the Fair Usage Policy
Telecommunication Regualtion Authortiy a) The Services are offered for reasonable use only. Excessive use of the Services
beyond which, at our discretion, Awasr considers is normal and reasonable usage,
Termination may result in us restricting or suspending the Services, which may impact the desired
a) The Customer can terminate the Service at any time, subject to payment of the or expected speed.
applicable termination charges as follows:
a) Awasr can suspend, re-direct or restrict the use of any or all of the Services or Equipment
disconnect the connection if: a) Unless provided otherwise in this Agreement, all Equipment supplied by Awasr as
The customer does not abide by the terms and conditions in the Agreement; part of a Service shall remain the property of Awasr. Awasr will ensure all
The customer behaves in an abusive, offensive, or malicious way, or use any of our provided equipments are comatitable with provided services.
Services in an offensive way; b) The customer is responsible for keeping all Equipment in good condition, and for
its security, and protection from unauthorized access. n) In case customer fails to pay the dues within the suspension period ,
c) The customer is responsible for loss or damage to the last mile equipment, with customer conectivty will be terminated after 50 days from the bill
the exception of normal wear and tear. Damage caused to the Equipment generation date.
supplied to the customer by Awasr which requires that equipment to be repaired Deposits and credit
or replaced will incur a charge according to the approved Tariff or any other a) In some circumstances Awasr may require the customer to pay a deposit
amount specified in the agreement with the customer. to us before Awasr connect the Service.
d) Awasr reserves the right to inspect or test any Equipment provided by us remotely b) Customer can overpay the invoice and such overpayment will appear as
or at customer’s premises at such time as agreed between us. a credit.
e) The customer will ensure that Users and other parties do not, remove or obscure
any logo or writing on Equipment provided by Awasr Limitation of Liability
f) The customer will ensure that Users or other parties do not tamper with or attempt a) To the greatest extent permitted by law, Awasr exclude all liability
to repair or service the Equipment or allow any party other than Awasr to do so (whether in contract, tort, equity or otherwise) to the customer or
and Awasr will ensure to repair the service within Telecommunication Regulatory anyone claiming on the customer’s behalf, relating to any loss of profits
Authority guidlines . Any attempt to do this may invalidate the manufacturer's or revenue, loss of data, lost business or missed opportunities, wasted
warranty. expenditure or savings customer might have had, and any form of
g) The customer will not sell any Equipment, place a charge on it or otherwise direct, indirect, consequential or other loss whatsoever, arising from:
transfer or dispose of it. customer’s connection to our network or the content or supply of any
h) Replacement Equipment supplied to the customer is subject to the stock Services;
available, and may not be the same as the Equipment it replaces. Yet the replaced non-delivery of any Services;
devices will either be at the same quality & effectrivncess or higher. the failure, interruption or delay in the supply of, any services or any part of
them or any negligence in this regard;
i) Where Equipment becomes faulty for reasons other than through customer acts, the fitness of all or any of the Services for any particular purpose;
omissions or misuse within the minimum subscription period, Awasr will repair or failure to provide all or any Services as envisaged;
replace the Equipment. the inaccurate or incomplete transmission of any data;
j)Customer agree not to use any hardware provided by Awasr to connect to internet any other matter which relates to this Agreement.
services provided by any other internet service provider. If customer do, Awasr b) In respect of all other liability (including in respect of negligence and
reserve the right to terminate Customer’s Service. breach of contract), to the greatest extent permitted by law, our liability
is limited to OMR 5,000.
Charges and Payments c) Except as set out above, Awasr have no other liability to the customer or
a) The customer agrees to pay us the relevant Charges for the provision of the any other person in respect of this Agreement.
Services, whether the customer’s or someone else uses the Services.
b) The customer agrees to pay us the monthly rental and lease Charges for the Relocation of Premises
equipment’s according to the approved Tariff & agreed Monthly Rental Charges a) If, after the customer has placed an order, the customer relocates to
with the customer throughout the lifetime of the customer and the other relevant different premises, the customer will have to place a new order if the
charges customer wish to receive any Service at the new premises by paying
c) The customer agrees to pay the installation charges for the service per connection applicable charges to connect the new premise, but the existing Service
as per the approved Tariff. (and any request relating to the existing premises) will not be transferred
d) The customer agrees to pay the modification of service charges according to to the new premises, and the customer will remain subject to any minimum
approved Tariff that applies to any modification to the Oman Broadband subscription period applicable to the existing Services as per approved
Company Fibre Optic infrastructure within the customer'se premises as a result Tariff. The customer may terminate a Service (or order placed) at
of a request to modify the network within the end user’s premise, for example customer’s existing premises if the customer relocates, but this will be
re-positioning the customer access point to a different location, or re-routing of subject to any applicable termination charges applying under Clause 3,6
the conduit and fibre cable across his premises and 7 above.
e) The customer agrees to pay cancellation charges if he/she cancels a request prior b) Whether or not Awasr can supply a Service at the new premises will
to the installation date or prior to any actual installation in the case where the depend on availability, and Awasr will not be able to supply a Service if
survey has already been completed and the customer’s approval to start the work Awasr do not have coverage in the area where customer’s new premises are
was obtained, the cancellation charge will be applicable based on the approved located.
Tariff. c) In case customer will request for shift location the following charges will
f) The customer agrees to pay the installation charges and the change location be applied :
charges according to the approved Tariff and this is applicable if the customer 1. Customer Changes location within the minimum commitment period &
requests change location within the minimum commitment period. takes Awasr device (CPE) from his exsisiting location to his new location :
g) The customer agrees to pay for any damage caused by customer including but not Awasr will charge the customer an early termination charges.
limited to the customer CPE, the fiber (above or under ground) and or any other 2. Customer Changes location within the minimum commitment period &
damage that causes an interruption to the ongoing service according approved Customer loss or damage Awasr Device ( CPE): Customer will be charged
Tariff. an early termination charges plus the CPE replacement charges
h) The customer agrees to pay the technician visit charge whenever a technician visit 3. Customer Changes location after the minimum commitment period &
is requested by the customer and no fault is found or the fault is due to customer Customer loss or damage Awasr Device ( CPE): Customer will be charged
damage the CPE replacment charges.
i) The customer will be invoiced once a month at the end of each Bill Cycle. Invoices 4. Customer Changes location after the minimum commitment period &
may be delivered by e-mail, or SMS. The customer shall check and verify the Customer takes exsisiting location CPE to the new location : No penalties
accuracy of the bill related to the service and bring any error or discrepancy to will be applicable.
the attention of Awasr within 180 days from the date of the bill.
Non-Awasr Hardware/Software and third-party services
j) If, once the Customer Access Point (CAP) has been installed, the customer a) If the customer has acquired hardware/software from some other
postpones the activation of the broadband connection for any reason, the source, and it does not support all of the Services offered by Awasr, Awasr
customer will be liable to pay 10 OMR monthly for Residential and 15 OMR are not under any obligation to take any action so that the customer can
Monthly for SME customers from the date of installation of the customer access access any of our Services
point, until the date when the activation request is received. b) Awasr do not make any warranty as to the accuracy, completeness or
k) The customer must pay the account balance in full each month by the due date currency of any content or material which customer may access using our
which is within 30 days of the Invoice Date. If, under any circumstances, the Services. Where Services are provided by a third party Awasr accept no
customer fails to receive his or her bill it is their responsibility to inform Awasr so responsibility or liability for their quality or the nature of their content.
that the bill can be resent. Payment can be made by visiting an Awasr store,
online, application or via other Awasr channels. If the customer has provided us Regulatory Resources: numbering, domain names, IP addresses and SIMs
with the credit/debit card details, Awasr may deduct the due amount from a) If the Services Awasr offeres the customer includes the use of a
telephone number, domain name, or any other numbering and IP resources,
Customer’s card. Awasr will ensure to make all reasonable efforts to inform the
customer must acknowledge that these resources are the property of the
customer with the payment status.
regulatory body, the Telecommunications Regulatory Authority, and that
l) In case of failure to pay any amount after the Due Date, Awasr shall suspend the customer are not the owner of these resources. Customer may be
Services, until the customer pays the outstanding amount. Customer will requested to return any of these resources Allocated to him or her, if
continue receiving monthly invoices for his/her monthly plan subscription. needed by the Regulator.
m) Customer will be suspended after 32 days from the bill generartion date &
customer will remain in suspension until the opend dues are fully paid. Once dues Content services and software
are fully paid customer service will be restored within 24 housr.
a) Awasr is not responsible for any content that is not its own. Awasr also do service Awasr provide to you. You can visit our website without disclosing any
not Similarly, Awasr do not endorse any content, views, messages or personally identifiable information about yourself (although please note that
information accessed by way of customer’s service. Awasr leave it to Awasr may use cookies and collect other non-personally identifiable
customer’s discretion to determine what content the customer access and save information about your browsing activity). If you do submit personal
where required by law, Awasr do not restrict or otherwise monitor or control information, Awasr will only use it to support our continuing relationship with
the content that customer access. That said, Awasr strongly recommend that you.
the customer monitor access to content by children or minors.
b) Awasr at its discretion and without notice to the customer deny access to, Collection of Personal Information
remove or modify any content that may be defamatory, offensive, indecent, 1.1. Awasr commit to collect and use your personal information only with your
objectionable, illegal or that may infringe any third party's intellectual property knowledge and consent. Usually, this will be when you use our services, make
rights. enquiries, register or request information or other services, submit a job
application or when you respond to communications from us.
Privacy 1.2. Subject to clauses 4 and 5 Awasr will not disclose your personal
a) Awasr's use of customer’s personal information is governed by this information for any purpose unless required or permitted by Law or
Agreement and by the Awasr Privacy Policy which can be accessed on our regulation.
1.3. Awasr may collect information such as your name and postal address, date
Website, in accordance with the relevant TRA regulations. That Privacy
of birth, gender, telephone and fax numbers, email address, and credit / debit
Policy forms an integral part of this Agreement.
card information as well as lifestyle and other information collected on
registration or through surveys.
Disconnection of Services 1.4. If you choose to provide us with personal information it will be used in
a) Awasr can suspend, re-direct or restrict the use of any or all of the Services support of the intended purposes stated at the time at which it was collected,
or disconnect the connection if: and subject to any preferences indicated by you.
The customer does not abide by the terms and conditions in the Agreement;
The customer behaves in an abusive, offensive, or malicious way, or use any of Recording of Calls
our Services in an offensive way; 2.1 Awasr may record calls made by customers and others to our multi-media
Awasr suspects customer of using the Services for any illegal or fraudulent contact center for purposes such as Quality of Service & training, or any other
activity; purpose in accordance with the applicable laws.
customer’s use of a Service or the activity when using a Service has, or in our
opinion may have, a negative impact on the Awasr Network such as abuse of Other Information
network or attempts of hack or security breach. 3.1 Awasr may also collect other non-personal information about your visit to
b) If Awasr suspend the use of our Services, Awasr will endeavour to our Website, based on your browsing activities. This information may include
communicate this to the customer before doing so. the pages you browse and services viewed for example. This helps us to better
c) Where Awasr suspend, re-direct or restrict the Services all Charges will manage and develop our sites and to provide you with a more enjoyable,
continue to apply based on the approved policy by Telecommuniaction customized service and experience in the future.
Regulatory Authority.
d) In case of failure to pay any amount after the Due Date, Awasr shall suspend How will Awasr use the information you provide?
the Services, until the customer pays the outstanding amount. Customer will 4.1. Awasr may use your information for a number of purposes such as:
continue receiving monthly invoices for his/her monthly plan subscription. - making a credit assessment,
e) Customer will be suspended after 32 days from the bill generartion date & - processing your orders and managing and administering your account,
customer will remain in suspension until the opend dues are fully paid. Once including billing you,
dues are fully paid customer service will be restored within 24 housr. - delivering any services or information you have requested,
f) In case customer fails to pay the dues within the suspension period , - responding to your enquiries, or verifying your identity when required,
customer conectivty will be terminated after 50 days from the bill generation - giving directory information.
date. 4.2. Awasr may also undertake selected marketing about our products or
services or carefully selected third parties based on your use of our services.
Transferring Responsibilities This may include contacting you with information about new developments,
a) The interests in this Agreement are personal to the customer and the offers, services and special promotions by post, telephone and automated
customer may not transfer or on-sell the Agreement or any benefit or means such as text messages (SMS), email, fax, WAP and the world wide web.
obligation under it to another person without our consent. You may opt out of these services at any time through a mechanism that
Awasr will be providing
Notices and Variations of Charges, Terms and Pricing Plans 4.3. By providing data to us, you consent to us using your data in accordance
a) Awasr may change this Agreement and any Services at any time and the with our Privacy Policy.
customer will be legally bound by these changes. Changes will be posted on 4.4. You can contact us to update your information or to otherwise tell us how
our Website. Please check this regularly for updates. Awasr will communicate you would like to receive or limit information about Awasr and / or third party
such changes as directed by the TRA offers and services.
4.5 Upon receiving an authorized and verified request in writing, Awasr will
Force Majeure allow customers and others whose information it holds to correct or update
a) Neither the customer, nor Awasr, will be liable for any delay or failure of the any of their personal information that may be inaccurate, incomplete or out of
Services or failure to perform any obligations or responsibilities under this date.
Agreement, or for any loss or damage from such delay or failure to the extent
that it was caused, in whole or part, by an act of God, war, terrorism, civil When will Awasr disclose your information to others?
disobedience, industrial stoppage or unrest, fire, volcanic eruption, 5.1. Awasr will not sell or pass your personal information to unrelated entities
earthquake, shortage of suitable labour, materials, equipment or energy or any unless you have given us permission to do this or unless it is required by a law
other event beyond our control. or relevant regulation.
5.2. Awasr may disclose your personal information, information about your
Subcontracting account, mobile phone, or other equipment
a) Awasr shall be entitled to allow third parties to perform any of our - to assist in the prevention or discovery of a crime in response to a request
obligations under this Agreement. from law enforcement and legally authorised entities;
- If necessary for the protection of the person from whom data is collected;
Updating Customer’s Information - to emergency services in the performance of their duties
a) It is important that Awasr to have accurate information regarding it is - if the information is required or authorized by any court decision;
customers. Awasr rely on the information the customer have provided to us as - if necessary for the estimation or collection of any taxes or fees;
part of the application form for a range of purposes and therefore it needs to - in other situations when Awasr ios required to do so to meet our legal or
be current. If the information the customer have provided to us changes, Awasr regulatory obligations.
request that the customer let us know as soon as possible. If Awasr become
aware that information the customer have provided us is no longer accurate Cookies
Awasr may suspend or terminate the Service. Awasr will endeavour to notify 6.1. Awasr may use cookies to record details such as a user identity and
customer before Awasr do this but it may not always be possible. general registration details on your PC. This helps us recognize you on
subsequent visits so that you don't have to re-enter your registration details
Disputes and Complaints each time you visit us and it also allows us to provide you with a more
a) Any complaint or dispute between customer and us will be governed by the enjoyable, customized service.
Awasr Dispute Resolution Policy which can be found on our Website.
Information Security
Awasr Privacy Policy 7.1. You should be aware that communications over the Internet, such as emails
As a valued customer or visitor to our website, or someone else who has and web mails, are not secure unless they have been encrypted. Your
contacted us and given us personal information (each referred to as "you" communications may route through a number of countries before being
below), Awasr is committed to respecting your privacy and to complying with delivered because this is the nature of the World Wide Web / Internet. Awasr
applicable laws. do not accept responsibility for any unauthorized access or loss of personal
Our Privacy Policy is designed to explain how Awasr collect, use and protect information that is beyond our control. However Awasr will use reasonable and
your information. You should read this notice in conjunction with the Website industry standard efforts to prevent such unauthorized access.
terms and conditions and any specific terms and conditions that relate to any
Privacy Support
8.1. Awasr may amend or modify our Privacy Policy at any time and in response to changes
in applicable legislation.
8.2. Awasr value our customers and users of our website, therefore, if you have any
questions about our Privacy Policy, you can contact us 24 hours a day, 365 days a year by
phone 80001000, or e-mail care@awasr.com.

Awasr Policy on Resolution of Disputes and Complaints


1. If you have a complaint in relation to any of the Services supplied by Awasr, or you wish to
raise any dispute with Awasr, you must first seek to resolve your complaint or dispute by:
- contacting us on 1000 8000, orAwasr Website and Awasr Application
- sending us an e-mail to care@awasr.com,
- visiting one of our Awasr stores or kiosks during opening hours.

2. You must obtain our acknowledgement of receipt for your Complaint.


3. Your Written Complaint to TRA must explain (a) what Service you are purchasing from
Awasr (b) what your complaint is in relation to that Service (c) your account number or
other identification that you are an Awasr customer (d) what you are claiming that Awasr
should do (e) the efforts you have made to resolve your dispute before submitting your
written complaint (f) proof of your identity such as a copy of your ID or resident's card. You
must attach copies of all relevant documents to your complaint.
4. Awasr may contact you to resolve the Written Complaint, and if Awasr do, you may
negotiate with us in good faith.
5. Awasr will indicate our final decision (the "Final Decision") as to the resolution or
proposed resolution of your Complaint based on Telecommunication Regulatory Authority
Policy.
6. If you are not satisfied with our Final Decision, and (if offered the opportunity to discuss
the matter) you have negotiated with us in good faith, you may express the same to the
Telecoms Regulatory Authority of the Sultanate of Oman (the "TRA").
7. If the complaint or dispute is not resolved to your satisfaction, or you have not received a
response within 15 calender days by Awasr representative, you have the right to escalate the
complaint to the Telecommunication Regulatoory Authority ( TRA).
8. You may only submit a complaint to the TRA, as per TRA’s Complaint Handling Procedure

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