The organizer can talk privately with one the participants while the conference is going on. After starting the conference, the organizer can remove one of the participants. Removed participants can be replaced by others. Conference participants can only see organizers phone number but not the numbers of other participants. This service is provided only for post-paid subscribers.

Conference Call does not have a monthly fee. Conference participants are not charged. The organizer is charged for all calls, according to the rate plan to which he/she belongs. This service can be realized with the fixed telephony network, with mobile network as well as with subscribers located abroad.

Usage method:

Step 1 : Make a call

Step 2: Once the line is available, put the call on hold.

Step 3: Make a second call.

Step 4: In the mobile menu appears the word “conference”, click this word. Conference Call will be activated.

Step 5: In the same way you can add up to 5 participants.

How to speak in private with one of the participants?

• The organizer can talk to one of the conference participants privately.
• The organizer presses 2X and YES, where X is the number of the participant (1-5).

How to remove a participant:

• The organizer presses 1X and YES, where X is the number of the participant to be removed. (1-5).
• Each participant receives a number depending on the order in which he/she entered the Conference.

(e.g., to remove the second participant, press 12 andYES)

How to add other participants instead of those removed:

• The organizer can introduce a new participant to the Conference, who receives the smallest free number.
• E.g., If participants 2 and 5 are removed, the new participant will receive number 2.

1.Complaints may be submitted:

• via these numbers  139, 144, 142  for all kinds of complaints.
• through ONE Albania SHA counters where a written complaint statement is received.
• One Chat, on the official website of ONE as well as whatsapp at the number +355672000123/+355688000142
• via mail for various complaints to ONE  Albania official address.
• by email, at ankesa@one.al ; kujdesi@one.al
• through the website https://www.one.al/

 2. The deadline complaints submission is:

• complaints about "Technical Defects" are submitted at any time (24-hour service).
• billing complaints are submitted by the end of the payment deadline of the complained invoice.
• complaints for non-repair of defects must be submitted immediately after the deadline, according to the relevant clauses of the contract.
• other complaints, of any kind, are submitted as soon as possible.

 3. Complaints, depending on their nature, are examined by the relevant structures of One Albania, based on the data received from other Branches or Sectors, and in accordance with the rules, they are analysed and resolved, in accordance with the deadlines provided for in the subscription contract.

 4. The deadline for informing the subscriber in writing about the result of the complaints review according to clauses 2.b, 2.c, 2.d, and 2.e is within 15 (fifteen) days from their receipt.

 5. ONE keeps a special register for the complaints submitted according to clauses 2.b, 2.c, 2.d and 2.e. and the answers given in writing according to clause 4, giving each of them a reference number.

 6. Subscribers have the right to appeal to court for the decision made by One Albania, in accordance with contract provisions on dispute resolutions.

Telephone:
Do you want to call? The following numbers are at your disposal.

Calling 142,123 for FREE
Automated customer care service, which can be contacted by both prepaid and post-paid subscribers.

You will have the opportunity to:

• Activate bundles and offers.
• Activate and deactivate services.
• To be informed about different services
• To help you and answer your questions about the services and bundles you want to use, by pressing 0, you can be transferred to the agents, for Free.

Calling the number 139.
Customer care service for prepaid subscribers – 10 ALL/minute, you shall have the possibility to:

• Activate bundles and offers
• Activate and deactivate services

To be informed about:

1.    Tariffs
2.    Coverage areas
3.    Roaming Service
4.    PIN & PUK code
5.    Various complaints
6.    Blocking the card in case of loss or stealing.

Calling 144 for free.
Customer care service for post-paid subscribers (individual), you shall have the possibility to be informed about:

•   Rate plans
•   Various bundles
•    Tariffs
•    Coverage areas
•    Roaming Service
•    PIN & PUK code
•    Various complaints
•    Blocking the card in case of loss or stealing

Calling 133 for free.
Customer care service for post-paid and prepaid ONE fixed number.

Free for post-paid and prepaid ONE fixed number.
10 ALL/min for prepaid ONE numbers, 3 ALL/min for post-paid One numbers, you shall have the possibility to be informed about:

•    Various bundles
•    Tariffs
•    Coverage areas
•    PIN & PUK code
•    Various complaints

Calling 141 for free.
Customer care service (automated), you shall have the possibility to:

•    Top up your number
•    Be informed about card credit
•    Be informed about the expiry date of your card

Email:
Send an email to: ankesa@one.al ; kujdesi@one.al

This service gives you freedom of action, as you can choose the amount with which you want to renew your airtime, just visit us in any One store and ask for a top-up, which starts from 100 ALL, even the pennies are transferred to your account. With the electronic top-up service, you can top up your account as you wish.

What is One electronic top-up?

With this service you can renew the airtime for prepaid One numbers, free of charge.

You do not need a top- up card to make a top up. You can show up at every One stores; declare the amount you want to top up your account with and pay it. One store staff performs the top-up, and you are instantly notified with an SMS confirming the successful top-up. The process is very fast and there are no formalities.

Terms of service::

You can top up your account starting from 100 ALL to 10,000 ALL. The service is free. The airtime obtained through the electronic top-up service is valid from 1 to 6 months after the top-up date, according to the following table:

Each top-up increases the validity of your credit depending on the validity period of the top-up itself and the expiry date of the credit which is determined by the recorded message when you call 141 before performing the top-up.

In any case, the longest term of validity of the credit determined by the top-ups carried out will also be classified as the term of expiry of the credit (the longest term is 12 months, the initial term of the SIM card), thus giving you more possibility to use One's services and offers.

You can top up more than one prepaid One account.

If you want to top up the account with an amount more than 10,000 ALL, you can make two separate top-ups, one with 10,000 ALL and the second with the desired remaining amount.

Example: Total top-up amount: ALL 13,500. First top-up: 10,000 ALL, second top-up: 3,500 ALL. After each successful top-up, you will be notified with a confirmation message.

How much money is added to the account with each electronic top-up?

Now, it is easy to communicate via SMS, just activate the services and communicate freely whenever you are.

SMS:

Via SMS you can send or receive text messages up to 160 characters, with all subscribers of the networks with which One has an agreement. To send SMSs you must have registered the message center number which is +355681000000..

How to send a SMS?
To send a written message, first select the "Create a new message" section on your device (in different models of mobile phones, express this command is different too) and then write the message, using the buttons of your device, then select the command "Send message" which will send you to the space where you can select the recipient from your phonebook or enter his number. In some mobile phones, the sequence of these actions may be different, selecting first the recipient and then the command to send the message. In both cases, when the SMS has been successfully sent, a sign or message will appear on the screen that confirms this process.

When you receive a SMS:
This service is free of charge. When you receive a SMS, on the screen will appear an envelope or a part of the written message that has arrived on your mobile (depending on the model you are using). Some types of mobiles inform you via a special sound. You may select the section “Message reading” from the menu of your phone or directly from the screen. After reading the message, you may choose to delete it or not.
We would like to remind you that some mobile models have a limited capacity for storing read messages. If you have reached this limit, your phone will not be able to receive new messages.

*For more information, consult your mobile phone's user guide.

*For further information, contact the Customer Care service at 139 (prepaid subscribers) & 144 (subscribers with rate plans).