CODE OF PRACTICE
This Code of Practice is published by AI DIAL TONE (BAHRAIN) FOR SALE AND INSTALLATION OF TELECOMMUNICATIONS EQUIPMENT AND PARTS COMPANY W.L.L (“Sama X”), a licensed telecommunications service provider in Bahrain, acting as an authorized reseller of Starlink satellite broadband services.
This Code applies to (i) all subscribers in Bahrain who obtain Starlink internet services through Sama X; and (ii) all employees, agents, and contractors of Sama X are involved in customer service, billing, or complaint handling.
Internet access is delivered via the Starlink satellite network. Performance levels (speed, latency, coverage) are subject to Starlink’s technical capabilities.
Sama X will ensure:
All marketing and sales material will clearly state that the service is provided through the Starlink satellite network.
Prior to subscription, customers will be informed of:
Any changes to pricing or terms will be notified at least thirty (30) days in advance.
Sama X is responsible for billing and collection of charges from subscribers. Bills will be clear and itemized, showing:
Disputed bills will be investigated and corrected within 15 working days.
If subscriber has opted in to automatic or recurring billing in the order forms attached to its subscription agreement, then customer shall be automatically billed per Sama X billing cycle. Subscriber shall retain the right to withdraw its consent to automatic or recurring billing or opt out at any time by cancelling its subscription through Sama X call center or by email (support@samax.com).
Sama X provides all customers with dedicated support services via telephone and email (support@samax.com). Through this service customers will be able to resolve issues like billing, connectivity, hardware, and performance.
As Sama X we are committed to providing exemplary customer service and therefore provide a procedure that allows customers to raise complaints to a dedicated complaints department. various reasons, including billing disputes, delays in installation or unresponsive technical support and unsatisfactory customer service experiences.
Customers may file complaints via phone, email, or online portal.
Complaints will be:
Sama X shall acknowledge, handle, and resolve all consumer complaints in accordance with the timelines set out in this code and in full compliance with the maximum timeframes prescribed by the Telecommunications Regulatory Authority’s Determination on the Code of Practice for the Handling of Consumer Complaints. At no time shall the timelines applied by Sama X exceed those prescribed by the Authority, and Subscribers shall be kept informed of the status and outcome of their complaints in a clear and timely manner.
If unresolved, disputes may be escalated to the Telecommunication Regulatory Authority (“TRA”).
Sama X will comply with Bahraini law on personal data protection and confidentiality of communications. Customer data will only be shared with Starlink to the extent necessary for service activation and support.
Data will not be shared with third parties without consent or legal authority.
Sama X applies Starlink’s terms including Starlink Fair Use Policy on back to back. Those terms can be found on www.starlink.com/legal.
Subscribers are responsible for purchasing or leasing the Starlink kit (antenna, router, power supply).
Sama X will provide installation support, troubleshooting, and warranty guidance where applicable.
Equipment remains the property of the subscriber unless otherwise specified.
As a licensed reseller, Sama X is responsible for compliance with Bahraini telecommunications law and TRA directives.
Any breach of this Code will be treated as a breach of licensing obligations.
Sama X will cooperate with TRA audits and provide performance/complaint reports on request.
This Code will be reviewed annually when TRA issues new requirements.
Updates will be published on the company website and submitted to the TRA for approval.
Subscribers may contact Sama X at:
