At Imagine, we are dedicated to providing timely support and ensuring a consistently positive customer experience. This Customer Charter outlines our service response and resolution timelines for enquiries, complaints, and service-related requests.

OUR COMMITMENT

We are committed to:

• Rendering services consistently, equitably, and to the highest professional standard
• Providing timely and transparent communication on our services, tariffs, and terms and conditions
• Resolving issues fairly and professionally
• Continuously improving our customer experience
• Supporting our customers through reliable delivery service

For further assistance, please contact our Customer Care team through our official support channels.

CUSTOMER’S RIGHTS

As an Imagine customer, you are entitled to the following:

1. Right to only pay Imagine-issued Bills
You are only responsible for settling bills or invoices issued directly by Imagine. Where a service is offered in collaboration with a third party, you are not required to pay any bill or invoice issued by that third party directly; payment should only be made to Imagine, unless otherwise expressly stated.

2. Right to Detailed Billing Information
You may request a detailed breakdown of your billing information at any time, regardless of whether you are on a postpaid or prepaid plan. You may access detailed billing information via ImagineGo and through our official customer service channels.

3. Right to Access Billing History
You are entitled to request billing records covering the last three (3) months of the most recent billing period. Any charges associated with providing such records will be allocated to you in advance on a uniform basis before the request is fulfilled.

4. Right to Temporary Service Suspension
Customers may request a temporary suspension of their service or infrastructure, subject to the applicable terms and conditions. The maximum suspension period shall be three (3) months.

Requests for suspension, reactivation, or other service changes must be submitted through a completed service request form or an official written request (e.g., company letter or email) issued by an authorized representative of the customer’s company.

Any applicable charges related to the temporary suspension will be communicated in advance and applied accordingly.

5. Right to Prepaid Number Reactivation
For prepaid customers, you are entitled to reactivate your account within three (3) months from the expiry of the last validity period, subject to the applicable terms and conditions.

6. Service Continuity
Service suspension, re-activation, and service continuity will be carried out in accordance with the applicable service agreement, contractual obligations, and applicable service terms.

7. Right to Free Access to Core Customer Services
The customer is also entitled to the following services without any additional or incidental charges:

i. Access to customer care services— both in-person at Imagine Centres and electronically (including by telephone, email, WhatsApp, social media, or ImagineGo)
ii. Emergency communications to designated emergency directory numbers
iii. Installation of Service for activation
iv. Fault-appointment and submission of complaints
v. Site inspection before first installation of services
vi. Re-installation in cases of service deficiency attributable to Imagine
vii. Service-related visits concerning Customer Premises Equipment (CPE), including configuration checks
viii. Release of billing invoices (postpaid customers)
ix. Acknowledgement of payments made
x. Top-up or recharge services provided directly by Imagine (charges may apply where recharge is processed through an authorised third party)
xi. Access to your online account facility

For Enterprise customers

i. Enterprise Customers shall have access to dedicated Enterprise support coordination through assigned Imagine’s Relationship Managers to support service management and account-related enquiries;
ii. Enterprise Customers shall have access to consolidated service and billing information based on the agreed Enterprise service and billing arrangement;
iii. Enterprise customers shall be informed of planned maintenance or service-impacting activities through agreed communication channels, where applicable; and
iv. Enterprise services shall be delivered based on agreed service contracts, with dedicated service support, escalation management, and service governance frameworks designed to support enterprise service reliability, transparency, and overall customer experience.

SERVICE RESPONSE AND COMPLAINT HANDLING

Imagine remains committed to resolving all enquiries, service requests, and complaints fairly, promptly and transparently.
Complaints and service requests may be lodged via our Customer Care Hotline, write2Us, Chat2Us, or any other designated channels, including Imagine Centres.

Category	Type	Timeline
SERVICE STANDARDS
Service Standards	General Enquiry	Resolved on first contact where possible
	Fault Report	Within 5 working days
COMPLAINT MANAGEMENT
Complaint Management	Acknowledgement	Upon receipt
	Investigation & Response	Within 5 working days
	Unresolved Complaints	Where immediate resolution is not possible, Customers will be informed of the status and updated resolution timeline. Customers may escalate unresolved complaints in accordance with Imagine’s escalation process or to the relevant regulatory Authority, where applicable.
ENTERPRISE CUSTOMERS
Enterprise	Enterprise Customers	Supported in accordance with the applicable service agreement and SLA

IMPORTANT NOTES

• Resolution timelines may vary depending on the complexity of the case.
• Customers will be updated accordingly should additional investigation or coordination be required.
• Where a reported fault cannot be resolved within the stated timeline, Imagine will proactively notify the affected customer of the status of the fault, the expected resolution timeframe, and any interim measures available. Customers will continue to be updated at reasonable intervals until the fault is fully resolved. In cases of widespread or network-level service disruption, Imagine will communicate service status updates through its official channels.
• Refunds and payment-related requests may be subject to banking processing timelines.
• We kindly advise customers not to retry top-ups if there is an ongoing system downtime or active service provisioning issue.
• Any timelines, service commitments, installation schedules, activation periods, or resolution timeframes stated in this Customer Charter are subject to the Customer providing all necessary information, approvals, access, and cooperation promptly. Where any delay arises due to the Customer’s actions, omissions, requests for deferment, failure to provide required information, site inaccessibility, or any other customer-related cause, the applicable timeline or commitment shall be extended accordingly, and such delay shall not be considered a breach of this Customer Charter by Imagine.

TERMS AND CONDITIONS

The rights, entitlements, and service commitments set out in this Customer Charter are subject to and should be read together with the applicable terms and conditions governing your service with Imagine. In the event of any inconsistency between this Customer Charter and the applicable terms and conditions, the applicable terms and conditions shall prevail. Customers are encouraged to review the terms and conditions applicable to their service, which are available at Imagine’s official website and upon request through our Customer Care channels.

REVIEW AND UPDATES

This Customer Charter may be reviewed and updated from time to time to ensure continued compliance with regulatory requirements and improvements in service delivery. Any material changes will be communicated through Imagine’s official channels.

Approval Date: 3rd June 2026