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 CONSUMER's Code of Practice

 

  • Introduction to Code of Practice. click here to download.
  • Standard timelines for Consumer Services 
     
    Brief
     
    Prescribed time
    Remarks
     
     
     
    Activation or Installation
    (re-installation)
    -      Maximum 1 working day for activation of wireless/fixed services.
    -      Maximum 30 working days for installation works to reach customer premises
                                                              
    If service cannot be readily provided at any location, the applicant customer should be informed within 07 days since the day of accepted application.
    Processing Service requests from existing customers
    -      02 working days for 90% cases after the request(s) have been accepted
    -      Maximum 03 working days for 100% cases after the request(s) have been accepted
     
     
    Curative Maintenance-
    Faults, Repair & restoration
    -      01 working day for main connectivity, leased and
    Managed-IP lines
    -      03 working days to complete 70% of the reported cases
    -      Maximum of 07 working days to complete 100% of the reported cases
     
     
    Notice to existing customers regarding service outages
    -      07 days in advance for any scheduled outage
    -      Within the same day for unscheduled outage
     
     
    Notice to existing customers regarding change in terms & conditions of the subscribed services
     
    -      One month advance notice to be provided
    -      Pre-committed subscriptions (tenure plans, prepaid packages etc.) may not change during the committed period without seeking customer consent.
     
     
    Maximum tenure period
    -      24 months for one-time tenured subscription
     
     
    Pro-rata billing adjustments
    due to outage
    -      In a case where subscribed service is not available for at least 07 continuous days
    -      To be auto-adjusted in the subsequent billing cycle
    -      Equivalent for prepaid users
     
    This adjustment shall be made without seeking any request from customer(s).
     
    This provision does not apply during force majeure conditions and may not apply for defaulting customers.
     
    Itemised billing information
    -       Within 07 days of accepted request from a customer
    A customer may make a request for the information pertaining to last 90 days.
     

 

  • Subscriber Registration Guidelines for Prepaid SIM Cards for Cellular Mobile services. (will update soon)
  • AITI Licensees, Services available and important information-links
     
    Sr. No.
    Business Name
    with Address
    Main Services
    and Facilities
    Information links for Consumers
     
     
     
     
    1
    Arinc (Asia Pacific) Pte Ltd
     
    C/o Tricor (B) Sdn Bhd, Room 308B,
    3rd Floor, Wisma Jaya, Jalan Pemancha,
    Bandar Seri Begawan BS8811
     
    ·  Private Network Services
    Phone: 22 32 780 / 1 / 2
    Fax:      22 32 783
     
     
     
    2
    Astrata (B) Sdn Bhd
     
    Lot 5357, Spg: 194, Jalan Maulana
    Kuala Belait KA1931
     
    ·    Value Added Services (Tracking System)
    Phone: 33 31 700
    Fax:      33 31 808
     
     
    3
    Atika Arif Enterprise
       
    P.O. Box 82, No.4, Bangunan Hj Sulaiman
    Sengkurong, BG1121,
    Negara Brunei Darussalam
     
    ·   Public Payphone Services
      (IP Based Network)
    Phone: 26 60 614
    4
    B1 Communications
    Sdn Bhd
    TelBru Headquarters, Old Airport, Berakas BB3510
    Bandar Seri Begawan
     
    ·    Resale of telecom services
    ·    Prepaid telecom services
    Phone: 23 21 321
    Fax:      23 80 469
    5
    Brunei International Gateway Sdn Bhd (BIG)
     
    Level 3, Tungku Submarine Cable Station
    Tungku Link Road, BE3619
    Brunei Darussalam
     
    ·   Fixed-wired Telecommunications Infrastructure
    Phone: 23 83 838 Ext 1170
     
     
     
    6
    BruGPS Technologies
    Sdn Bhd
     
    Unit 24, 2nd floor, Block B,
    Regent Square, Spg 150
    Kg Kiarong, Bandar Seri Begawan BE1518
     
    ·   Value Added Services
    (GSM-based Tracking System)
    Phone: 22 33 538
    Fax:      22 33 537
     
     
     
    7
    Bru-Haas (B) Sdn Bhd
     
    Spg 21, Unit 30, Block D
    Gadong Central, Kg Menglait
    Bandar Seri Begawan
    BE 4119
     
     
    ·    Special Purpose Infrastructure
    Email:
     
    8
    B-Mobile Communications Sdn Bhd
     
    B-Mobile Headquarters
    Block C, Spg 493 Jalan Gadong
    Kg Beribi BE1118
    ·   Public Mobile Telecommunications Service
    ·   Resale of Telecommunications Service
    ·   Public Internet Access Service
    ·   Prepaid Telecommunications Service
    ·   Value Added Services
     
     
    ·   Non-Fixed Telecommunication Infrastructure
     
    Phone: 177
     
                Recent news
    FAQs -Postpaid       
               Tips while Roaming
     
     
     
    9
    DST Communications
    Sdn Bhd
     
    DST Headquarters
    Tungku Link
    Bandar Seri Begawan
    BE 3619
     
    ·    Public Mobile Telecommunications Service (Public 2G and 3G Mobile Service)
     
    ·    Resale of Telecommunication Service
     
    ·    Value Added Service
     
    ·    Internet Access Service
    Phone: 151 (General)
     
                  +673 8987151
                  (Roaming subscribers)
                                 
    Fax:        22 49 998
               (for enquiry & complaints)
                                 
     
              Self Help Portal
              Recent news
     
     
    10
    DST Multimedia Services
    Sdn Bhd
     
    DST Headquarters
    Tungku Link
    Bandar Seri Begawan
    BE 3619
    ·   Internet Access Service
     
    11
    DST Technical Services
    Sdn Bhd
    DST Headquarters
    Tungku Link
    Bandar Seri Begawan
    BE 3619
     
    ·   Non-fixed
    Telecommunication Infrastructure
     
    ·    Public Non-fixed Telecommunications Service
     
    12
    Datastream Technology Sdn Bhd
    DST Headquarters
    Tungku Link
    Bandar Seri Begawan
    BE 3619
     
    ·   Mobile Telecommunication Infrastructure
    (Public GSM and 3G Mobile Infrastructure)
     
    13
    Elite Phoenix
    Communications &
     Services Sdn Bhd
    Unit No: 3, 2nd floor, Tian & Chuan Building,
    Kg. Kiulap  BE1518
    Bandar Seri Begawan
     
    ·    Prepaid Telecommunication Service (VOIP Calling Card over Public Switch Telephone Network and Public Mobile Network Infrastructure)
    Telefax:  22 31 492
     
    14
    Inc Link Technologies
    Unit 2,3 & 4, 1st Floor Hassanin Complex
    Spg 42, Kg Delima Satu
    Mukim Berakas, Jalan Muara Bandar Seri Begawan
    BB 4513
     
    ·   Prepaid Telecommunication Service (VOIP Calling Card over Public Switch Telephone Network and Public Mobile Network Infrastructure)
    Tel: 2332229
    15
    Mext-G Communication
    Services
    BEDB i-CENTRE, Block B 28,
    Spg 32-27, Kg Anggerek Desa
    Jalan Berakas BB3713
    ·    Value Added Services
    Phone:  23 82 616 Ext 144
    Fax:       23 82 619
     
    16
    NiAT Sdn Bhd
    Level 1, i-Centre Building, Block B28, Spg: 32 - 37,
    Kg Anggerek Desa, Jalan Berakas    BB3713
    Bandar Seri Begawan
    ·    Public-Non Fixed
    Telecommunication Service
     
     
    ·    Resale Telecommunication Service
    ·    Private Network Service
    ·    Prepaid Telecommunication Service
    Phone:   2384 660
    Fax:         2382 551
    E-mail:    info@niat.com.bn
     
     
    17
    Paradise Communication
     
    No.8, 1st Floor, Block C,
    Pg Hj Menudin & Anak-Anak Shopping Complex
    Pengkalan Gadong, Jalan Bata Bersurat,
    Negara Brunei Darussalam
    ·    Public Payphone
    (IP Based Network)
     
    ·    Prepaid Telecommunication Service (VOIP Calling Card over Public Switch Telephone Network Mobile Network Infrastructure)
     
    Tel: 2456236
    Fax: 2456237
    18
    Rahmaniyah Sdn Bhd
     
    No.99A, Jalan Mckerron
    Kuala Belait KA1131
    Negara Brunei Darussalam
    ·   Public Payphone (IP Based Network)
    Tel: 3330427
    19
    S.I.T.A.
     
    No.99A, Jalan Mckerron
    Room 3D-3E, 3rd Floor, Wisma Raya, Jalan Sultan,
    Bandar Seri Begawan BS8811
    ·   Private Network Service
    Tel: 224 0233
     
    20
    Telehub Sdn Bhd
    No: 2, Spg: 91
    Kg Sengkurong Mulaut
    Jalan Sungai Tampoi
    Brunei Darussalam BG2121
    ·   Prepaid Telecommunication Service (VOIP Calling Card over Public Switch Telephone Network and Public Mobile Network Infrastructure)
     
    21
    Telekom Brunei Berhad
     
    Telekom Brunei Berhad Headquarters, Unit 1.01, Block D
    Yayasan Sultan Haji Hassanal Bolkiah Complex, Jalan Pretty
    Bandar Seri Begawan  
    BB 8711
    ·    Public Non-fixed Telecommunication Service
     
    ·    Public fixed Telecommunication Service
     
    ·    Resale of Telecommunications Service
     
    ·    Internet Access Service
     
    ·    Bandwidth Exchange Service
     
    ·    Private Network Service
     
    ·    Public Payphone Service
     
    ·    Prepaid Telecommunication Service
     
    ·    Value Added Service
     
     
     
    ·    Non-fixed Telecommunication Infrastructure
     
    ·   Fixed-wired Telecommunication Infrastructure
     
    ·   Fixed-wireless Telecommunication Infrastructure
     
    Phone:   111
     
    Links:
                  Website
     
                  Customer Care centres
     
     
                  Recent news
     
     
      Online request for subscription
     
     
     
     
    Disclaimer(s):
    1.       The compilation of the information is meant for general information to consumers.
    2.       The original information belongs to the respective entities.
    3.       The compilation may undergo periodic updates without any prior notice. Hence, AITI does not assume any responsibility for the correctness and update schedules beyond its jurisdiction.
    4.       For any discrepancy and suggestions, kindly inform AITI on info@aiti.gov.bn or the respective licensee(s).
    5.       Consumers are advised to contact the respective licensees for further enquiry about subscription offers.

     

  • Consumer Complaints and Online form. click here to download
  • Press Releases. (will update soon)