1. Purpose
   The purpose of this policy is to detect and prevent abusive or abnormal use of services in EU/EEA Roaming (e.g., continuous use of roaming services instead of domestic use, for purposes other than periodic travel).
2.  Analyzed indicators and observation period
   Observation period: Orange Moldova monitors the behavior of each number/SIM over a period of at least 4 consecutive months.
   Measured indicators (applied cumulatively over the monitoring period):
   1. Service consumption: Comparison between domestic consumption (in the Republic of Moldova and in non-EU/EEA roaming) and consumption in EU/EEA Roaming; measured separately for:
      • Minutes (incoming and outgoing calls to Moldova and EU/EEA networks)
      • SMS (messages sent to Moldova and EU/EEA networks)
      • Data traffic (MB/GB)
   2. Presence: Comparison between days connected to Orange Moldova or non-EU/EEA networks and days connected to EU/EEA networks (any day the SIM connected to Orange Moldova or a non-EU/EEA network is considered a day of domestic presence). Days when the SIM was not connected to any network (e.g., device disconnected) are not counted for this comparison.
3. Indicators signaling risk of abusive or abnormal use
   • A behavior is considered an abusive or abnormal use risk indicator (i.e., behavior not aligned with the purpose of periodic travel) if, during the observation period:
     • Roaming EU/EEA consumption prevails over domestic consumption; and
     • Roaming EU/EEA presence prevails over domestic presence.
   • Other elements indicating such risk include:
     • Long periods of inactivity of a given number/SIM associated with prevailing or exclusive use while roaming;
     • Purchase and sequential use of multiple numbers/SIMs by the same customer while roaming;
     • Evidence of organized resale to persons who are not residents or do not have stable links with the Republic of Moldova / use for commercial purposes (PBX, rental, mass massive traffic rerouting, etc.).
4. Preliminary measures and requests to the client
   If a risk of abusive or abnormal use is identified based on the above indicators, Orange Moldova may alert the client (by any means) about the detected behavior and request proof of its normal residence in Moldova or proof of "stable links" with the Republic of Moldova (which involve frequent and substantial presence in the country), informing the client that if it do not provide the requested evidence or do not change its behavior within a minimum of two weeks, Orange Moldova may:
   • Apply a surcharge (within the legal limits) for further use while roaming in the EU/EEA, or
   • Temporarily suspend roaming services (or the entire service) if the application of surcharges is not feasible.
5. What constitutes "stable links"
   "Stable links" with the Republic of Moldova mean the customer's presence in the Republic of Moldova resulting from a durable, full-time employment relationship, including that of border workers, or from a durable contractual relationship involving a similar level of physical presence of a person engaged in independent activity, participation in recurring full-time study programs, or other situations such as posted workers or retired persons, whenever these involve a similar level of territorial presence.
6. Measures in the absence of evidence or behavior change
   If the customer does not provide the requested evidence or does not change its behavior within the set timeframe, Orange Moldova may, as the case may be:
   1. To apply a surcharge (within the legal limits) for further use of services in EU/EEA Roaming using the respective number/SIM after the expiration of the minimum two-week period (this measure remains in effect until the behavior no longer indicates the risk according to the indicators); or
   2. To suspend the client's services if the application of surcharges is not possible.
7. Measures regarding the use of multiple SIMs and resales
   If it is found that the same customer sequently purchases and uses multiple numbers/SIMs in EU/EEA Roaming (for continuous roaming), Orange Moldova may immediately apply the measures described in section 6 for all numbers/SIMs owned by that customer, even if the risk was identified only for some of them.
   
   If organized resale of SIMs to persons who are not residents or do not have stable links with the Republic of Moldova is detected, to enable roaming use for purposes other than periodic travel, Orange Moldova may immediately take measures described in section 6 to prevent abusive use.
8. Additional measures
   The measures outlined in this policy supplement other contractual measures in place at Orange Moldova to prevent abusive or malicious use, including in cases such as:
   • Providing Orange services to third parties (unauthorized resale, rental, transit, or PBX);
   • Rerouting calls/SMS generated in other networks;
   • Artificial traffic generation harming Orange or other operators;
   • Using services for communications not between end-users.
9. Dispute resolution
   In response to the alert received under section 4, the customer may request Orange Moldova to reconsider its conclusion regarding the risk of abusive or abnormal use of its regulated retail roaming services use by providing evidence contesting that conclusion and may notify ARCOM accordingly. Orange Moldova and ARCOM will examine complaints according to their standard procedures for complaints.

Inadvertent roaming

If you are in Moldova near the border with a neighboring country, your phone may automatically connect to a network from that country if set to "Automatic".

If you are traveling in the EU/EEA, especially near the border with a non-EU/EEA country or close to or aboard planes or ships, your phone may automatically connect to a non-EU/EEA network or a non-terrestrial network (satellite, aerial, maritime) if set to "Automatic".

In such cases, you will be billed according to the roaming tariffs applicable to the country or network to which your device is connected.

Ways to prevent inadvertent Roaming

• When in Moldova near a border with a neighboring country or traveling in the EU/EEA, especially near the border with a non-EU/EEA country or close to or aboard planes or ships, regularly check if you are connected to a network from the country you are visiting. This helps avoid accidental connection to a neighboring country’s network or a non-terrestrial network (satellite, aerial, maritime), which may have different roaming tariffs.

• Set your mobile phone to "Manual Network Selection" and choose the operator manually in your phone settings (for Orange Moldova, select Orange MD or 259 01).

• Permanently disable the Roaming service:

  • via USSD service by dialing *100#;
  • in the My Orange mobile app;
  • on the website https://my.orange.md;
  • by calling Orange Moldova Customer Service;
  • via a written request (for legal entities);
  • by calling Orange Moldova Customer Service with identification based on the unique secret code (for legal entities).

• Disable the mobile data service (makes the relevant service unavailable both in Roaming and on the national territory):

  • in your mobile phone settings;
  • by calling short number 130;
  • via USSD by dialing *130#;
  • through a written request (for legal entities).

• Disable the mobile data service in Roaming in your phone settings.

• Activate "flight mode" in your phone settings (makes all services unavailable both in Roaming and on the national territory).

Reactivation of the Roaming service

Reactivation of the Roaming service is done through the same methods, provided the customer has not exceeded its consumption limit.

Reactivation of the mobile data service is done through the same methods, and the service remains active (including in Roaming) until the customer requests its deactivation.