We, our or us – Telenor Myanmar Limited.
You or your - you, the customer.
Agreement - these conditions, your price plan and the price plan guide.
Charges - all charges for services, as published in our price plan or which we otherwise provide. These include the usage charges and any other charges for the services we provide to you or someone using your mobile equipment.
Mobile equipment - your mobile phone or other equipment and the SIM card used to access the services.
Network - the electronic communications systems we use to provide the services in Myanmar.
Price plan - the package of services you have chosen to receive which you can ask us for by calling 979, or by visiting our website.
Price plan guide - the terms and charges which apply for your price plan available by calling 979 or by visiting our website. We reserve the right to update the priceplan from time to time.
Services - the communications services you receive through the network and other services we may make available to you.
2.Prepaid SIM Lifecycle
We encourage you to regularly top-up your number to keep your Telenor line active. When you make a top-up recharge, your balance will be valid for 365 days from the date of recharge.
If a first recharge has not been made within 60 days after your first voice call, your SIM will be in Suspend state starting from the 61st day after your first voice call. Similarly, when your SIM card is expired on the 366th days from the last recharge date, your SIM will be in Suspend state if you has not made the recharge within 365 days from the last recharge date. In Suspend state, outgoing calls, SMSes and all other chargeable services will be barred. If a customer recharges then the customer is moved into ‘active’ state from ‘suspend’ state.
If a recharge has not been made 90 days after the number goes into suspend state, all calls (incoming/outgoing), SMSes, and all other chargeable services will be barred (in disable state) starting from the 90th day. However, if you make a recharge within 90 days after the number goes into suspend state, your balance will be valid for 365 days from the date of recharge.
If a recharge has not been made within another 90 days after going into ‘disabled’ state, all balance will be forfeited and the number will go into a ‘pool’ state, where all services will be disabled and it will not be possible to make a recharge. However, if you make a recharge within 90 days after the number goes into disabled state, your balance will be valid for 365 days from the date of recharge.
All numbers in ‘pool’ state will remain inactive for 30 days before being released for recycling.
Therefore, we would like to encourage you to regularly top-up your number to keep your Telenor line active.
***As per the Ministry of Transport and Communications’ Numbering Rules Section 15 (A)9, users must bring their number into service within 180 days in order to prevent number hoarding. Failure to do so may result in reallocating the inactive numbers to new users. ***
3. Services and coverage
3a. You agree to keep to this agreement, when:
you first top up your account with us; or
use the services whichever happens first.
3b. We aim to provide you with the services at all times. However, due to the nature of mobile technology, it is impossible to provide a fault-free service.
3c. We will use reasonable efforts to give you access to networks in other countries. We call this ‘roaming’. Overseas networks may be limited in quality and coverage. Any access to overseas networks will depend on the arrangements between us and the foreign operators. Please call 979 or visit our website for details.
4. Using the services
4a. You must keep to this agreement and our instructions on using the services. You are responsible for anyone who uses your mobile equipment.
4b. You must not use your mobile equipment or the services for any purpose we believe is abusive, illegal, fraudulent, a nuisance or for criminal activities.
4c. You must not sell to anyone else all or any part of the services.
4d. We will choose a number for you to use with your mobile equipment on the network. The number does not belong to you. We may need to change your phone number or other number. If you have registered with us, we will let you know if this is the case.
4e. The SIM card does not belong to you and we are licensing it to you to use with the services only. We may change your SIM card or tell you to return it at the end of this agreement. If you need a replacement SIM card, we will charge you the price set out in our most current price plan.
4f. You may use the services to access the internet but we accept no responsibility for any content or services you may access.
4g. You must only use mobile equipment which is legally approved for connection to the network.
4h. We may decide to refuse to provide any part of the services to you. For example, we may bar you from using overseas networks and from making international calls or premium-rate calls. If you feel that we should not bar you in this way, please call 979.
5a. You will pay for each call according to the rates set out in the relevant price plan. We will add calling credit to your account when we accept the top-up in line with the rules relating to the service or the price plan.
5b. You pay for the services by topping up your account with us. You do this by buying top-ups. We will not repay any top-ups you make or pay you any interest on any credit you have with us. Each time you use the services (or someone else uses them using your mobile equipment), it reduces your credit balance on your top-up account. Except in the case of an obvious mistake, our records show how much you have topped up your account and how much you have used the services.
5c. We will charge VAT if it applies. If you owe us any money and you do not pay this when it should have been paid, we may take this from any credit balance on your top-up account or from any debit or credit card details you have given us. We may also charge you interest on the unpaid amount. We charge interest daily at the rate of 4% above the base lending rate of the Central Bank of Myanmar.
6. Losing the mobile equipment
If your mobile equipment is stolen, damaged, destroyed or lost, we do not have to give you any refund for any services that you have paid for in advance or for the cost of the mobile equipment. You must contact us immediately so that we can prevent any further calls being made from your handset.
7. Suspension, disconnection and ending the agreement
7a. We can suspend (in other words bar), restrict or stop providing the services (all or part of them) in the following circumstances:
If we believe your mobile equipment or the services are being used in a way we do not allow under this agreement.
If we believe that the right to use any number or password used in relation to the services or your mobile equipment is or has been gained in an unauthorised, illegal, improper or fraudulent way.
You choose not to use the service for 180 days. Using this service means making any chargeable outbound calls (but not calls to our Customer Care number) or topping up your account. Your account will be suspended if you choose to not top up for 365 days.
If you do not keep to this agreement.
If we believe that when you have topped up (or have tried to top up) your service, you have paid or are trying to pay using a stolen or otherwise barred or false debit or credit card or if the debit or credit card transaction is at some time charged back to us. In these circumstances, we may also:
bar the mobile equipment for outgoing service; or
bar the mobile equipment number so that it is no longer available for use for top-ups with the top-up line or other electronic facility. We may remove the bar when we have been paid the amount you owe us.
If you tell us that your mobile equipment has been lost or stolen.
If you do anything (or allow anything to be done) which we think may damage or affect the operation or security of the network or the services.
If you become bankrupt or make any arrangement with your creditors or you go into liquidation or if an administration order is made or a receiver is appointed over any of your assets.
If we are permanently unable to provide the services to you.
If the emergency services or authorities require us to, or a law or regulation is passed which means we need to do so.
7b. If we suspend the mobile equipment (as defined in 6a3 above) for 90 days, we will, if you top up within 90 days of the suspension, reconnect the services and make available any previous credit held on your account at the time of the suspension. If you have not kept to this agreement, and we disconnect your mobile equipment, you will lose any remaining credit in your account. If you have not topped up your account within 90 days from suspension, we will disable your account and you will lose your number.
7c. We will try and tell you when we suspend, restrict or end your use, but we do not have to.
8a. We may change our charges or introduce new charges. If we increase our charges, we will give you at least 30 days’ notice in a way which we consider is reasonable, for example by sending messages using the services. If we believe any change in our charges will not disadvantage you, we may do so without informing you in advance.
8b. We may make changes to or withdraw services at any time and we can make changes to or introduce new terms to this agreement at any time. If possible we will give reasonable notice of these changes. The changes will apply when we publish details of them in a way which we consider is reasonable, for example by sending messages using the services.
8c. By continuing to use the services, you agree to these changes. If you are not happy with any of these changes, you do not have to continue to top up your account or use the services.
9. Legal responsibility and exclusions
9a. We will be legally responsible to you if our negligence causes death or personal injury. We will not be legally responsible to you for:
loss of income or profit;
loss of use of the services;
lost business or missed opportunities; or
any loss or damage that is not directly caused by us or which we did not reasonably expect at the time you entered into this agreement.
We will not be legally responsible to you if we cannot provide the services because of something outside our reasonable control.
9b. Unless our negligence causes death or personal injury, our liability to you will not be more than Kyats 500,000 for each claim or a series of related claims.
9c. If you are a consumer, the terms of this agreement will not affect any rights which you may have under any law and which we cannot exclude by agreeing it with you.
10. Personal information
10a. We and our group companies may use your information to:
Manage your account, carry out customer-care activities and train our staff, including monitoring calls, emails or text messages that you send us;
Monitor the quality and security of the network and test and maintain our IT systems;
Analyse your use of the services for marketing purposes, including, but not limited to, the calls and messages you send and receive and your location at the time these communications take place, as well as your browsing history and use of our websites;
Send to the emergency services (if you make an emergency call), including your approximate location;
Contact you with marketing messages if you have not objected. These messages may include marketing from other organisations, but we will not pass responsibility of your information to these other organisations. If you do not want to receive marketing messages from us, please contact us through our website or by calling 979.
10b. Your details may be published in any directory or directory-enquiry service we or third party service providers may offer. If you do not want to have your information included in these services, you should contact us.
11a. We may transfer this agreement to anyone else at any time. If you want to transfer your agreement with us, you can if we agree. We will not unreasonably refuse the request. If we agree, we will treat you as having accepted this agreement and being responsible for the mobile equipment, including any debt connected with it.
11b If you or we fail to enforce rights under this agreement, it will not prevent you or us from taking further action.
11c When you use your mobile equipment, your number may be shown to the equipment you are contacting. Your number will always be shown if contacting an emergency services.
11d If you have a complaint, please contact us. We will do our best to sort out your issues. You or we may bring legal proceedings in a court in Myanmar to sort out a dispute under this agreement.
11e This agreement is under Myanmar law.
Contact us by
- Email: care @telenor.com.mm
- Phone: +95(0)9790097900 or 979 from Telenor customers.
Registered in Myanmar,
number 387 FC/2013-2014.
Head Office: No. 40, Sattmu-1 Road, Yankin Township 11081,