Information for clients of ojsc «MegaFon»

Dear customers! I sincerely thank you for choosing "MegaFon" as your operator, and for contining to stay with us. For a long time now, the mobile telephony is no longer an expencive service for the elite as it has become, probably, the most public, democratic and essential service for everyone. In the past 20 years of Russian mobile communications history, customer preferences have changed, as have their expectations of the operators - and they will continue to change. We understand that the successful development of our business is impossible without constant careful attention to your opinion about our work, without the ability to recognize our own mistakes, and without the ability to change our approaches to working with clients and by focuing primarily on your needs. Our goal is to make sure that you always receive the highest quality, reliability and affordable telecommunication services based on the most modern technology. We also want you to choose our services based on full and understandable information, and that you always remain satisfied with the quality of our service. Allow me to present you with a number of important principles and rules that guides us at "MegaFon” on such important areas as service delivery, the fight against fraud and roaming. Sincerely, S. Soldatenkov, General Director (Chief Executive Officer — CEO) of OJSC "MegaFon"

Services and their delivery

We provide services to our subscribers based only on the provision of complete information about their conditions and cost. This applies to both basic and additional services. We believe that it is important and necessary to inform clients in detail when the contract for the provision of telecommunications services is signed. We believe that our customers should only pay for those services that they really need. We are always ready to explain to any of our customers the cost of any of our services and how they work. "MegaFon" does not hold any lotteries, including TV lotteries, and will never impose itself upon a subscriber to participate. We do not use methods of concealment, including the disguising of prices. We provide only transparent information about the rules and the accurate information about the prices. Our goal is to make the procedure of providing additional services as transparent as possible - both from "MegaFon" and from our partners - the content providers. All the information about the cost of services is available to subscribers on our website, in call-centers, and when concluding the contract for the provision of telecommunications services. In addition to the basic methods of communication with subscribers, "MegaFon" is actively developing its sites on social networks, such as Livejournal, Facebook, Twitter and Vkontakte, to communicate with our customers and obtain your feedback. Moreover, to enable our customers to quickly solve problems, all of the branches of the company have a Twitter-support for subscribers.

Roaming

We are constantly working on reducing the cost of roaming services and we will continue to do so. It is important for us that this service is available to all our customers. We follow the principles of transparency, adaptability and availability of roaming services. We consider that our client should be maximally informed about the cost of roaming services, and should be able to control his expenses while communication in roaming. For this, we have adopted the following measures:

1. From December 1, 2010, the prices for roaming were reduced by more than 30% in 19 countries of the CIS and EU;

2. "MegaFon" will not prosecute those subscribers who received late information about their debt on substantial sums of data transfer while in roaming and applied due to the specifics of pricing in international roaming. This means that we are recalling all previously initiated lawsuits, and we will not bring new lawsuits to collect debts on the use of data, which were inaccurately formed when the subscriber was in international roaming;

3. In the next three months, "MegaFon" will provide an opportunity to receive billing data services while roaming in real time with all the networks of foreign partners for which the service (data) is available;

4. "MegaFon" has created a technical system to abandon data services while roaming at the request of a subscriber, by contacting the contact center by phone or in person. In the nearest future, it can be done through a USSD-request or by sending an SMS with a waiver of service;

5. Since the first quarter of 2011, an information platform "Bon Voyage" was launched. It enables us to offer customers all available information about rates, terms, discounts, and options when roaming at the time of registration in a new network.