INTRODUCTION

The Service Charter of Eutelia S.p.A. ("Charter ") describes the principles and quality parameters of the public telecommunications services (the "Service") which form the cornerstone of their supply by Eutelia and protect its Customers, notwithstanding the specific provisions set out in the contracts. The Charter has been drawn up in accordance with the general principles described by the Directive of the President of the Council of Ministers of 27 January 1994 containing the "Principles regarding the delivery of public services" and resolution no. 179/03/CSP. of the Autorità per le Garanzie nelle Comunicazioni (Communications Regulatory Authority). The General Contractual Conditions for its customers comply with the principles and criteria of this Service Charter and the service descriptions contain any specific additional provisions and specifications required for each service.

1. FUNDAMENTAL PRINCIPLES
1.1. Equality and impartiality
Eutelia’s supply of the Service aspires to principles of objectivity, justice and impartiality so that Customers are treated equally in terms of the conditions and service provided. In order to meet this commitment, Eutelia interprets and applies the individual clauses of the general and specific service supply conditions adhering to the regulatory standards of the sector. It is always ready to provide users with information about measures designed to facilitate all forms of differentiated usage so that the disabled and senior citizens can enjoy equal access and use of telecommunication services, and communication barriers brought down.

1.2 Continuity
Eutelia undertakes to offer its services on a regular and continuous basis and without interruption throughout the period of the contract, apart from in the case of unforeseeable events beyond its control (force majeure). Any service interruptions or irregular supplies so that maintenance can be carried out will be limited to the times that are strictly necessary. Eutelia will inform Customers in advance of scheduled maintenance work involving a complete break in service by indicating on the www.Eutelia.it web site the estimated duration and the point of contact for obtaining assistance and more information.

1.3 Feedback
Each Customer, whether individually or through associations, may produce material and/or documents containing suggestions for improving Service supply or Customer relations. The Customer’s contributions and suggestions are given ample coverage in the special area provided for the purpose on the Eutelia web site.

1.4 Courtesy
Eutelia undertakes to use the utmost courtesy in its dealings with the Customer and to instruct its employees accordingly. Eutelia employees are required to give their identification details both in their personal dealings and when speaking to Customers on the telephone.

1.5 Efficiency and effectiveness
Eutelia’s objective is to achieve an ongoing improvement in service efficiency and effectiveness by adopting the technological, organisational and procedural solutions most suitable for the purpose.

1.6 Customer information and the right to choose
Eutelia undertakes to disseminate, in the most transparent and comprehensive manner, information on the technical/economic and contractual conditions relating to the various services offered and to respect the Customer’s right to choose. In accordance with the principle of choice, simple, clear and well-balanced procedures are in place to ensure that the service supply contract and any consequent documentation are made available and accessible.

2. SERVICE QUALITY STANDARDS
Eutelia considers quality to be one of its main objectives. In order to monitor the quality of the services delivered, Eutelia adopts service quality indicators for the phone services that are in line with the definitions and measurement methods described in the electronic Communications Code. For each calendar year, Eutelia defines and updates these standards in relation to the results achieved in the previous year. The above also takes account of the suggestions made by the customers and the regular checks.

The quality references for 2005 are those given below.

General and Specific Standards

2.1 Time to supply the initial connection
(this quality indicator means the times to activate the service in relation to its characteristics, taking account of the fact that these vary depending on whether the service is direct or indirect access).

For the Service supplied with direct access, Eutelia coordinates all the activities involved in service activation, including, where necessary, the supply of the local queue by other Operators.

The benchmark timescales for activation are in 80% of cases 60 working days, with data LLU and voice 90 working days, unless technical impediments exist that will be notified to the Customer.

For the service supplied with indirect access, Eutelia coordinates all the activities involved in service activation including, where applicable, equipment installation. The times envisaged for service activation range on average from 2 to 15 days excluding any programming of the PABX owned by the Customer. If it is not possible to keep to these time limits due to documented unavailability of the technical resources, or for causes attributable to third parties and/or Customers, Eutelia will indicate the date from which it will be possible to activate the service, and agree times and procedures with the Customer. If the delay on the specified times is attributable to Eutelia the Customer is entitled to the compensation payments indicated at point 4.4. below.

2.2 Percentage of faults for access lines
(this quality indicator means the failure of the telephone line to function in direct access): the percentage may be estimated in 15% of the lines activated in direct access.

• Fault repair time: For the main standard services, Eutelia provides for fault Severity Levels (for the part for which it is responsible) that can guarantee, as the target time for resolution in 90% of cases, from a minimum of 5 working hours (from the time the fault is reported) to a maximum of 72 working hours for particularly complex cases.
• Network efficiency rate (this indicator means the percentage of calls successfully served by the network): above 95%
• Connection time (this quality indicator represents the time that the calling line takes to connect to the called line): for the direct access services the connection time is in 90% of cases less than 1 second; for indirect access services the connection time is in 90% of cases less than 3 seconds for calls between local areas and 2 seconds for calls within the same local area;
• Response time for operator services: less than 30 seconds in 80% of cases
• Billing accuracy: the percentage of bills disputed annually is below 1.5%

3. ASPECTS OF THE CONTRACTUAL RELATIONSHIP
3.1 Complaints about service faults
Any reports, complaints and requests relating to malfunctions or failure to activate the service may be notified by telephone to a Eutelia operator on the free number 800 98 42 00 (Customer Service available 24 hours a day 7 days a week) or in writing to the Customer Service address given in point 6. The Customer Service receives, maintains and records the type of report made by the customer even when this is given by a simple telephone communication. The system is always fully aware of the requests and problems reported by the Customer.Eutelia guarantees pro-active monitoring of its network; this means that, even if a fault affecting the Customer is not reported by the Customer, Eutelia will take all necessary action to resolve the problem.

3.2 Billing and payment
Billing (bills available in paper or electronic format) is carried out for rental services (typically data services) in advance, for traffic-based services (typically voice) normally monthly in arrears and the bill will be sent to the Customer at least 15 days before the due date. Other billing schedules may be introduced depending on the particular nature of the service offered or the customer’s traffic volumes. Billing is carried out for traffic services based on the actual number of call seconds. Phone service bills include the following basic information: the individual phone services, detailing the various types of call, related amounts and total bill.

Detailed billing and credit limit option: On the Customer’s request to the free number 800 180 792, Eutelia will provide the Customer, at no extra cost, with the details of how to receive a detailed breakdown of the calls made. In any event, a detailed breakdown is available on-line, for unbilled usage as well, so that calls can be checked almost instantly (the information is updated at midnight on the previous day). As an additional safeguard, the customer may also request a credit limit on the traffic, based on service usage levels. The bills must be paid in full within 30 days of the bill issue date and payment may be made:

• by direct debit
• by bank transfer
• by credit card
• by post office current account

Eutelia reserves the right to introduce new payment methods consistent with the development of the payment systems and/or to limit them in relation to specific products and/or services offered. Before the Service is activated, or whilst the Service is being supplied, Eutelia may ask the Customer for a Guarantee deposit or other suitable security, or request a different arrangement to that requested previously.

3.3 Complaints about Billing and Refunds
Apart from cases of automatic refund when multiple users have been incorrectly charged, claims for refunds or billing complaints may be sent to Eutelia in writing to the specific contact points and within the time limits defined in the bill. Each complaint is properly tracked and reported and will be dealt with within 45 days of its receipt. The Customer will be informed in an appropriate manner of the outcome of the complaint.If a refund is due, it will be credited on the next bill payable or paid directly to the Customer. Any Customer who is not satisfied with the outcome of the complaint or refund claim may request the documentation regarding the investigations carried out by Eutelia so that he can evaluate the grounds for the decision and if necessary instigate the mediation process indicated at point 4.3.

3.4 Late-payment interest
Apart from when the complaint is found to be justified, late payment will cause the Customer to be charged on the amounts billed interest for each day the payment is late for an amount not manifestly excessive, or in any event within the limits laid down in article 2 paragraph 4 of law no. 108 of 27 March 1996.

4. CUSTOMER PROTECTION
4.1 Correspondence with the Customer
Eutelia assures and carries our regular checks that the documents sent to customers are clear and comprehensible and guarantees their accessibility. Eutelia undertakes to maintain its own Customer Service levels in line with market standards. In the case of network congestion or situations that generate a high number of calls, Eutelia provides voicemail boxes so that customers can give their reasons for the calls and increase accessibility performance, and also offers a website contact service.

4.2 Privacy protection – Data processing and inclusion in the general directories
Eutelia undertakes to process the data and assure the confidentiality of the personal details of each customer in accordance with the current privacy law as laid down in legislative decree 196/2003 and its subsequent amendments. The Customer has the right to be informed in advance by Eutelia about the methods used to process his personal details in the most comprehensible and transparent way possible and to express free, differentiated and revocable consent in relation to the different/additional use of the data also by authorised third parties. The Customer may at any time decide to amend or remove his basic, and where applicable optional, details included in the general directories for information purposes and to create hard-copy or electronic public directories or to change his consent for the data to be used. For this purpose the Customer shall consult the specific postal, telephone and fax contact points indicated at point 6 of this Charter. Eutelia undertakes to protect its customers’ rights to be included in the telephone directories available to the public, to verify and if necessary correct the data or to request removal from these directories.

4.3 Mediation procedure
The criteria, conditions, terms and formalities for the informal resolution of disputes laid down by the Autorità per le Garanzie nelle Comunicazioni will apply for disputes between Eutelia and the Customer; in particular, for disputes identified by intervention of the Authority, legal proceedings may not be brought until a mandatory attempt at mediation has been conducted within thirty days of the application being made to the above Authority pursuant to article 1 paragraph 11 of law 249/97 and Resolution no.182/02/CONS. For this purpose the time limits for taking legal proceedings are suspended until the time limit for the conclusion of the mediation proceedings has passed.

4.4 Compensation payments
Eutelia makes automatic compensation payments for breaches of contract and failure to meet the quality standards relating to service activation. Eutelia will not pay compensation when performance of the service is prevented by causes attributable to the Customer or third party operators.Automatic compensation payments are calculated in proportion to the prejudice caused and are made by Eutelia when the initial connection supply is delayed. In this case the compensation payments made automatically to the Customer represent 10% of the activation fee divided by the days contractually agreed for activation of the service multiplied by the number of days delay.For breaches of contract and failure to meet the quality standards in the service supply indicated at point 2 above, which do not involve a delay in the supply of the initial connection, Eutelia, on the Customer’s request, pays compensation to be calculated on the basis of the degree of prejudice suffered: in these circumstances the customer will be entitled to maximum all-inclusive compensation payments normally amounting to 15% of the average amounts billed to the customer and relating to the traffic volumes for the last three months relative to the actual period of the service problem, or to a maximum all-inclusive amount equal to 10% of the annual contract fee. Eutelia offsets the compensation payments due against the next bill payable, or, should it be necessary or the Customer make a specific request, by cheque payment within the requisite time period.

4.5. Customer Information
Eutelia provides Customers with the following information in a suitable, transparent and comprehensive manner:

• complete information on the services offered by contacting the number 199 44 00 44;
• amendments to this Charter with at least 30 days notice;
• changes to the technical/economic service provision conditions 30 days in advance of their application, the customers being entitled to withdraw from the contract should they not accept the new conditions;
• variations to the service supply and to the outcomes of the Service quality standard compliance checks;
• decisions that affect them. the grounds for such decisions and any complaint and appeal procedures, where pertinent.

Eutelia also provides the Customer with information on the following aspects:

• Contents of the service, terms and conditions of delivery, conditions for renewal and withdrawal and any penalties specified;
• Technical and operating conditions of the service;
• Availability and procedures for activating and using the selective call blocking facility, in permanent mode or user-controlled in accordance with resolution no. 78/02/CONS of the Autorità per le Garanzie nelle Comunicazioni;
• Provision for inclusion in the telephone directories available to the public, with related formalities;
• Conditions for using the prepay services and handling of unused credit;
• Conditions for transferring the credit to third parties, pursuant to article 1264 Civil Code;
• Right of withdrawal without penalties, when notification is given of any detrimental changes to the contractual conditions;
• Procedures for requesting and returning any guarantee deposits.

5. PUBLICATION AND VALIDITY OF THE CHARTER
The Service Charter is published on Eutelia’s website at the following address: www.Eutelia.it and is available from the offices indicated in the billing documents. The standards described in this Charter apply from the date of publication on the website and are to be considered valid in normal service and operating conditions.

6. INFRINGEMENT OF THE CHARTER AND CONTACT POINTS
Infringements of the principles and standards described in this Charter may be reported using one of the following means:

• by calling telephone no. 800 98 42 00
• by faxing no. 800 031 133
• by sending a letter to the address : EUTELIA SPA - Servizio Clienti –Via Piero Calamandrei, 173, 52100 AREZZO

This Service Charter has been published on January 25, 2005.