MAROC_TELECOM_REGISTRATION_DOCUMENT_2017

DESCRIPTION OF THE GROUP, BUSINESS ACTIVITIES, LEGAL AND ARBITRATION PROCEEDINGS

Business activities

3.2.1.3 CUSTOMER SERVICES In addition to diversifying the services it offers its customers, Maroc Telecomuses resources, tools and processes enabling it to anticipate and respond to queries, information or support requests and complaints from customers. Call centers For consumers, call centers specialized by product segment (Fixed- line,Mobile, and Internet) are on hand to answer queries and provide support. Corporate customers have their own call center with a dedicated telephone number. The call centers provide information on Maroc Telecom’s products and services and on activating or switching service plans, advice on using products and services, after-sales support and customer complaint processing. Customer complaints are referred to specialized call centers through various channels (call centers, Retail branches,betc.). Billing Maroc Telecomhas taken a number of actions to reduce and optimize its consumption of paper and raw materials. The electronic billing service is highly appreciated, particularly by Business customers. It allows customers to consult their bills online and download them and monitor consumption using tables and graphs. It has also been upgraded to include the Maroc Telecom customer selfcare service in the spirit of the global digital transformation. The e-billing service is destined to replace paper bills, in line with Maroc Telecom’s environmental objectives. Digitalization Maroc Telecom continues with its digital transformation by launching innovative projects for its customers: – Interactive multi-service terminals with tactile screens have been installed in the branch network in order to improve the customer experience. In just a few minutes, customers can pay ther Mobile, Fixed or Internet bills, identify a prepaid card and also top up their mobile line quickly and independently. – The digitalization of customer identification with an innovative self-identification system in the branches enables the customer to reliably and securely identify themselves. Sales staff also have a smartphone identification application for the digital and paperless processing of the identification procedure. – Special attention is given to Customer Relationship Management (CRM) systems, which are constantly being refined to improve customer service (e.g., maximizing real-time request processing) and ensure that customers are offered the right products. This is essential for building customer loyalty. In addition to this service, customers can activate certain services themselves via interactive voice servers or on the website (expansion of self-care). – Maroc Telecomalso offers its customers a wide range of innovative payment options: by direct debit, on the Maroc Telecomwebsite, at an ATM, or using the Mobicash service. – IAM encourages customers to pay their bills online using the mobile apps of Maroc Telecom and its partner banks, offering free, remote, rapid and secure 24/7 service. These apps are set to become the most widely used payment and top-up methods.

Information The 24-hour telephone information line has been enhanced by new value-added services, such as the ability to receive information by SMS and automatic connection. 3.2.1.4 SEASONALITY In Morocco, the fortnight preceding the Eid al-Adha festival and the summerbmonths (periods when Moroccans living abroad return home) traditionally see a spike in mobile usage and pay-as-you-go activation. Thebmonth of Ramadan represents a seasonal trough for the Fixed-line andMobile segments, with a fall in the number of fixed- line and mobile contracts activated during this period. The Moroccan general election and the Marrakech Climate Change Conference (COP 22) generated a large number of provisional ISDN access requests in Septemberband October. 3.2.1.5 REGULATORY ENVIRONMENT AND POSSIBLE DEPENDENCIES With the adoption of Lawb24-96, the Prime Minister (the Head of Government, in accordance with the new constitution of 2011) established a public agency and separate legal entity that is financially independent and subject to the government’s financial supervision and control: Autorité Nationale de Réglementation des Télécommunications (ANRT), the Moroccan national telecommunications regulatory agency. Roles and responsibilities of the ANRT As regulatory authority for the telecommunications sector, the role of the ANRT is traditionally to define the legal and regulatory framework (draft laws, decrees and ministerial decisions concerning telecommunications, contract specifications for operators, etc.) for the telecommunications sector, to monitor and ensure compliance with the antitrust laws applying to telecommunications operators, and to resolve disputes. The ANRT prepares the procedures for the award of licenses by competitive bids, processes applications for licenses, and treats preliminary declarations for activities subject to reporting. The ANRT grants authorizations and prepares related licenses and contract specifications. It ensures that operators comply with the terms of their licenses. The ANRT is also involved in legal action taken against telecommunications operators that fail to comply with current regulations. It is also the ANRT’s duty to resolve disputes over interconnection and infrastructure sharing. Following the passage of Law 104-12 on open markets and competition, the Decree of Mayb31, 2016 amending and completing the Decree of Julyb13, 2005 on bringing disputes and allegations of anticompetitive and monopolistic practices to the ANRT granted it new powers to curb anticompetitive and monopolistic practices in the telecommunications sector as well as new powers to penalize such practices. Legal and regulatory framework of the telecommunications industry in Morocco This sectionb contains a summary of the legal and regulatory framework for the telecommunications industry in Morocco. It is not intended to be exhaustive.

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MAROC TELECOM ____ 2017 Registration Document