Service Charter

Service Charter – Things Mobile S.r.l.

Things Mobile S.r.l., with registered office in Piazza Luigi di Savoia, 22 - 20129 - Milan - Italy, VAT no. and taxpayer’s ID code 09882960967 (the "Company"), operates as a reseller of mobile and/or landline data traffic. For this purpose, it holds a general authorization pursuant to Article 11 of Legislative Decree No. 259/2003, as amended, for the provision of electronic communications networks and services, and is registered in the Register of Electronic Communications Operators (ROC) under No. 30001 dated August 3, 2017.The Company markets a SIM card called “Things Mobile” through which it provides mobile data reception/transmission solely for use with IoT (Internet of Things) applications for fixed and mobile goods, such as household appliances, vehicles, transportation instruments, videosurveillance instruments and other connectible products (the “Services”).

In providing the Services, and in accordance with the provisions of the Prime Minister's Decree of January 27, 1994, and with the Resolutions of the Italian Communications Authority (AGCOM) No. 179/03/CSP, the Company is guided by the principles of transparency, participation, efficiency, equality and impartiality, courtesy, and responsiveness.

This Service Charter incorporates the provisions of AGCOM contained in Resolutions No. 23/23/CONS (Provisions on the quality and service charters of mobile and personal communications), No. 255/24/CONS (Adoption of regulations and quality indicators for customer service in the electronic communications sector), No. 347/18/CONS (Regulation on compensation procedures), and No. 358/22/CONS (Procedural regulation for disputes between operators and users), as well as the Regulation on user protection in contracts for the provision of electronic communications services, as amended by Resolution No. 307/23/CONS.

This Service Charter is published on the website https://www.thingsmobile.com/en, where it is updated in accordance with applicable provisions.

The Service Charter is referenced in the contracts, supplementing their provisions where not otherwise specified.

1. Equality and Impartiality

The Company shall provide its Services equally to all Customers, without any form of discrimination, in the territories where the Services are offered, and in compliance with any applicable technical and legal constraints.

2. Right to information

The Company shall provide complete and transparent information to the public regarding its offers and the economic and technical conditions of the Things Mobile Service and any additional Services it may provide. The Company shall use simple, clear, and comprehensible language, particularly when communicating the economic conditions and features of the Services offered to the public.

3. Efficiency and Sharing

The Company provides its Services efficiently and shall take all necessary actions to maintain and improve their effectiveness. The Company understands that Customers have full rights of buying extensive and complete Services. To that end, the Company promotes access to information concerning the functionality and efficiency of its Services and encourages Customers to provide suggestions and proposals to improve both the Services and this Service Charter.

4. Courtesy and Transparency

The Company shall conduct its relations with Customers courteously and ensure the greatest possible responsiveness and accessibility of information concerning the Services it offers.

5. Confidentiality

The Company shall treat Customers' details and information as strictly confidential. Customers have the right to be informed about the methods for processing personal data priorly to the processing and to freely give, where necessary, their free, separate and revocable consent to the various possible uses of their data also by other authorized third parties. Customers are free to enter, modify, or delete their personal data in accordance with the Privacy Policy available at www.thingsmobile.com

6. Continuity

The Company ensures that the Services provided through Things Mobile are available every day of the year, 24 hours a day, except in cases of interruption and/or irregular operation. In such cases, the Company shall take all reasonable steps to minimize inconvenience to Customers and, when technically possible, notify them of the start and end of the interruption or irregular operation, including in cases arising from malfunctions in network services provided by wholesale connectivity operators located abroad with which Things Mobile has entered into agreements.

7. Efficiency and Effectiveness

The Company aims to provide prompt, qualified, and competent responses to Customer needs, including through the adoption of the most appropriate technological and organizational solutions.

8. General and Specific Standards

These are quality levels that relate to the services offered by the Company as a whole, which shall be monitored over a reference period of no more than twelve months.

In particular, below follows a list of the three quality indicators, and the specific quality standards that the Company intends to guarantee: (1) Activation time for Things Mobile SIM cards: within seventy-two (72) hours from acceptance of the activation request by the Customer;(2) Response time for the Company’s Customer Service, active from 8:00 a.m. to 6:00 p.m. Monday through Friday and from 8:00 a.m. to 12:00 p.m. on Saturday: within forty-eight (48) hours of the opening of the related ticket by the Customer, submitted via email to [email protected] and/or by calling the toll-free number 800-194016 (available from 9:00 a.m. to 1:00 p.m. and from 2:00 p.m. to 5:00 p.m., Monday through Friday);(3) Maximum SIM Card replacement time due to technical reasons: seven (7) business days from the related notification sent through the Company’s communication channels.

If, under normal operating conditions, the Company fails to meet the specific standards (1), (2), and (3) listed above, it will comply with AGCOM Resolution No. 347/18/CONS concerning compensation applicable to the resolution of disputes between users and electronic communications operators.

9. Service Level

The Service Levels provided by the Company (including Service billing complaints, billing accuracy, and activation time) and the customer service performance (average response time for calls to the customer service line, percentage of calls answered within 20 seconds, and complaint resolution time) are specified in the annex to this Service Charter, which may be updated annually.

10. Customer Information and Customer Care Contacts

In order to ensure consistent information and update on the corporate procedures and actions, including new rules and regulations, contracts and rates, the Company can avail itself of all of the following tools, collectively or as appropriate in each case:  1) Informational services available at www.thingsmobile.com; 2) brochures and other materials distributed through the Company’s authorized resellers; 3) Messages included on the packaging of Things Mobile SIM cards.

The Things Mobile Customer Care service can be contacted as follows:

By phone by calling the toll-free number 800-194016 or landline +39 02-83595427;

By email by writing to [email protected];

By certified email (PEC, Posta Elettronica Certificata) by writing to [email protected];

By mail by writing to Things Mobile S.r.l. – Via Biron 102, Monteviale (VI) – Italy;

Online via the contact form and support chat available on the e-care page at https://www.thingsmobile.com/it/business/contatti-supporto/contatta-un-esperto.

11. Complaint Management and Application of the Service Charter

A complaint is any communication by which the Customer (or an authorized representative, with written authorization) during the signing, activation, validity, or termination phases of the Contract, contacts Things Mobile directly to request resolution of an issue concerning the performance of the Contract, including the subject matter, methods, or costs of the provided service, as well as delays in resolving a reported malfunction.

Complaints must be submitted within thirty (30) days from the date the Customer becomes aware of the issue, and in any case no later than three (3) months from the event. Complaints may also be made by telephone. Customers are encouraged to send complaints via certified email (PEC) or registered mail with return receipt.

The Company shall respond promptly and comprehensively to Customer reports and/or complaints within thirty (30) business days of receipt and to provide a written reply to the Customer within an additional ten (10) days, unless the complaint has already been handled and resolved during the same telephone conversation. In particularly complex cases, Things Mobile shall inform the Customer within the above time frame of the status of the investigation and the estimated timeframe for its conclusion.

Should Customers identify Company commercial practices inconsistent with this Service Charter, they may send a written notice to the Customer Service of Things Mobile S.r.l. – Via Biron 102, Monteviale (VI) – Italy and/or via email to [email protected]. Any updates to this Service Charter will be communicated to Customers through publication of the new version on the website www.thingsmobile.com.

12. Conciliation Procedure

In the event of a dispute not resolved through the complaint process (excluding disputes solely related to the recovery of amounts due for services rendered by the operator, except where the Customer disputes such amounts or services), the Customer must first attempt the mandatory conciliation procedure through the Corecom offices using the “ConciliaWeb” platform at https://conciliaweb.agcom.it or by applying to an ADR body (Alternative Dispute Resolution), in accordance with the Regulation on dispute resolution procedures between users and electronic communications operators (see AGCOM Resolution No. 203/18/CONS, as amended by Resolutions Nos. 353/19/CONS, 358/22/CONS, and 194/23/CONS). Filing a conciliation request suspends the time limits for judicial action until the conclusion of the procedure; however, the procedural requirement is deemed satisfied after thirty (30) days from the filing of the conciliation request. If conciliation fails, the dispute may be submitted within three (3) months to AGCOM or a body delegated by it, as provided for by the Authority’s Regulation, unless legal action has been initiated before the courts. The decision resolving the dispute may order Things Mobile to reimburse any undue amounts and to pay compensation, without prejudice to the right to claim additional damages. A more detailed explanation of this procedure is available on the Authority’s website at https://www.agcom.it/agcom-per-te/i-miei-diritti/contenzioso-tra-utenti-e-operatori.

Quality Target 2017

Quality Achievements for the first semester 2017

Quality Achievements for the second semester 2017

Quality Achievements for the entire year 2017

Quality Target 2018

Quality Achievements for the first semester 2018

Quality Achievements for the second semester 2018

Quality Achievements for the entire year 2018

Quality Target 2019

Quality Achievements for the first semester 2019

Quality Achievements for the second semester 2019

Quality Achievements for the entire year 2019