15 YEARS - Zain

Respecting our CustomersClarity of ChargesWe respect the customer’s right to clear information oncharges. Zain Jordan provides customers with information onour products, services, tariffs and charges through all availablechannels. Channels used include our Interactive VoiceRecognition (IVR) system, call centre and our website.Ease of BillingWith regards to ease of billing, the most recent IPSOS reportfrom 2010 has shown that our customers are highly satisfied inthis area. We continue to improve our billing and collectionsservices to cater to the customers’ needs.Protecting our CustomersInformation SecurityZain Jordan has a set policy and a management systemin place for data protection and information security. Ourmanagement system is ISO 27001 certified and is in-line withthe TRC regulations with which we are working to ensure theypromote and align with the GSMA Mobile Privacy Principles -principles that Zain Jordan officially endorses.As part of our existing policy Zain Jordan does not discloseany customer information to any third party except in casesof national security and crime detection. Governmentalagencies are required to provide warrants that enableaccess to the required information. All such cases requirethe CEO’s approval. We conduct regular vulnerability testsand produce regular reports for system breaches, if any.Zain Jordan has not encountered any major breaches ininformation security to date.EMFAs stated previously in the Networks section of this report ZainJordan fully complies with the TRC regulations with respectto Electromagnetic Fields and radio-waves. We also continueto participate and monitor developments in this area throughthe GSMA and other respected bodies.Mobile MisuseDemonstrating our commitment to tackling the problem ofmobile misuse, we are fully compliant with the campaigninitiated by the TRC for the official registration of all mobilelines. This initiative will result in the reduction of mobile phoneharassments and misuse.Additionally, Zain as a group, has formally joined the GSMAMobile Alliance against Child Sexual Abuse Content, in effortsto prevent the exploitation of minors.55