Direct Debit Business It is no longer necessary to pay your monthly invoice by visiting us every month. You can take advantage of the Direct Debit service! This is a service that makes it easier for ONE subscribers with tariff plans to pay their invoices.

Activation:

To activate the service, subscribers must first enter into an agreement with one of the following banks. To do so, it is necessary to show ONE invoice to the bank and fill in the service activation form there. In the following months, their bank account is automatically debited with a value equal to the value of ONE monthly invoice. The service is offered to all individual subscribers, businesses, as well as companies that have several ONE accounts.

Below you can find the banks and the relevant data:

The payment will be displayed in your ONE account within several days depending on banks system.

By means of this service, 6 subscribers can be connected at the same time (including the organizer).

The organizer can talk privately with any participants while the conference is going on. After starting the conference, the organizer can remove any participants. Removed participants can be replaced by others. Conference participants can only see organizers phone number but not the numbers of other participants.

Conference Call does not have a monthly subscription. Conference participants are not charged. The organizer is charged for all calls, according to the tariff plan to which he/she belongs. This service can be enabled for the fixed telephony network, the mobile network, as well as for the subscribers located abroad.

Usage method:

• Step 1: Make a call
• Step 2: Once the line is available, put the call on hold.
• Step 3: Make a second call.
• Step 4: The word “conference” appears in the mobile menu. Click on it. Conference Call will be activated.
• Step 5: In the same way you can add up to 5 participants.

How to talk privately with one of the participants:

• The organizer can talk to one of the conference participants privately.
• The organizer presses 2X and YES, where X is the number of the participant (1-5).
• Each participant receives a number depending on the order in which he/she entered the Conference.

How to remove a participant:

• The organizer presses 1X and YES, where X is the number of the participant to be removed. (1-5).
• Each participant receives a number depending on the order in which he/she entered the Conference.

How to add more participants instead of those removed:

How to remove a participant:

• The organizer can introduce a new participant to the Conference, who receives the smallest free number. If participants 2 and 5 are removed, the new participant will receive number 2.

ONE offers Voicemail Service so you cannot miss a single call.

Voicemail Service can be used:

• When the phone is turned off or out of coverage area
• When the subscriber cannot answer
• When the line is busy
• In all other cases

In such cases, the person that has called you is automatically connected with your voicemail service, listening to the recorded message, and leaving the desired message.

Activation

To activate the voicemail service, contact 139 (Customer Care Service). You can perform this activation via item codes “Call transferring”.

The method of entering the menu

Each time you enter the Voicemail service menu, you must use the code 777 and the call button. After this action, the service asks you to enter your personal password.

Notification when a new voice message arrives

Every time a new message comes to your voicemail service, you are notified by the message centre with a short message (SMS), suggesting you contact the number 777 to listen to the message.

Listening to messages from another phone.

Voicemail service also offers you to listen to your messages from another phone, in case you do not have your mobile with you. To receive messages left in your mailbox from another phone, dial the code: 7777777 call button – number of your mailbox(xxyyyyy)# code # Voicemail service has the capacity to receive 10 messages with a maximum duration of two minutes each. Non-listened messages are saved for 2 days, while listened messages, if you have saved them, stay for 5 days. If you want to disable Voicemail or have other questions, contact 139 (Customer Care Service).

Call transferring can be activated according to the following ways:

When the subscriber’s phone is turned off or is out of coverage area:

• Transfer code is: ** 62 *+35568777 xxyyyyy # and call button. Then, the code of transferring calls will appear on the screen of your phone. In this case, calls transfer will work when your phone is turned off or is out of coverage area.
• Deactivation code is: ## 62 # and call button.
• The status check code is: *# 62 # and call button.
• Select divert menu manually: +35568777 xxyyyyy and OK.

When the subscriber is not able to answer

• Transfer code is ** 61 *+355 68777 xxyyyyy # and the call button. Then, transfer code of your calls will appear on your mobile screen. In this case, call transferring will function when you are not able to answer.
• Deactivation code is ## 61 # and the call button.
• Status control code *# 61 # and call button.
• Manually, select divert menu: +35568777 xxyyyyy # call button.

When the line is busy

• Transfer code is ** 67 *+355 68777 xxyyyyy # and the call button. Then, transfer code of your calls will appear on your mobile screen. In this case, call transferring will function when your phone is busy.
• Deactivation code is ## 67 # and the call button.
• Status control code *# 67 # and call button.

Note:

Before you activate the option “line is busy”, please deactivate the option of call waiting. Manually, +35568777 xxyyyyy call button.

For all calls:

• Transfer code is: ** 21 *+35568777 xxyyyyy # and call button. Then, transfer code of your calls will appear on your mobile screen. In this case, call transferring will function for all incoming calls.
• Deactivation code is ## 21 # and call button.
• Status control code *# 21 # and call button.

ONE is obliged to review Subscribers’ complaints and requests related to orders, the beginning, interruption, invoicing, and generally the quality of provided services.

1 - Complaints may be submitted:

1. Via these numbers 139, 144, 165 for “technical Defects” and “Billing complaint”.
2. through the ONE counter where a written complaint statement is received.
3. via mail for various complaints to ONE's official address: "Rr Vangjel Noti, Laprakë, Tirana".
4. by email, at complaints@one.al.

2 - The deadline complaints submission is:

1. Complaints about "Technical Defects" are presented any time (24-hour service).
2. Complaints about ONE's decisions or actions regarding access or actions performed by ONE, within the deadline defined in the decision.
3. Invoicing complaints are submitted by the end of the payment deadline of the complained invoice.
4. Complaints for non-repair of defects must be submitted immediately after the deadline, according to the relevant clauses of the contract.
5. Other complaints, of any kind, are submitted as soon as possible.

3 - Complaints, after they are received by the complaints office, depending on their nature, are examined by the relevant structures of ONE, based on the data received from other Branches or Sectors, and in accordance with the rules, they are analysed and resolved, as per the deadlines provided in the subscription contract.

4 - The deadline for informing the subscriber in writing about the result of the complaints review according to clauses 2.b, 2.c, 2.d, and 2.e is within 15 (fifteen) days from their receipt..

5-In case of decision extension on the complaint, ONE undertakes to contact the subscriber every 3 (three) days to inform him about the submitted complaint.

6 - ONE keeps a special register for the complaints submitted according to clauses 2.b, 2.c, 2.d and 2.e. and the answers given in writing according to clause 4, giving each of them a reference number.

7 - Subscribers have the right to appeal to court for the decision made by ONE in accordance with contract provisions on dispute resolutions.