FAQ - TM TOLLFREE SERVICES 1800/1300 SME Package 150/250

1. How and where can I apply or subscribe for TM TollFree Services service?
You can apply TM TollFree Service from any TM Point / TM Business Sales outlets by filling in a copy of the
application form, or through an AE/ AM.
2. What is the requirement?
You must have TM fixed line be it DEL, Centrex or ISDN BRI/PRI to be assigned as the answerpoint number for
TollFree service.
3. What is the duration to activate the application?
Activation of the service will be within 5 working days upon received of the complete application form and copy of
supporting documents:
Individual
Sole proprietor/Partnership Private limited (Sdn Bhd)
Society
Identification Card
Business License
Form 9, 49
Registrar of society.
Form A, B & D
Form 13*
Minute of Meeting (if
change of name.)
*Applicable if change of company name.
4. How does Toll free work?
Calls will be directed to subscribers existing/new fixed line (DEL, CENTREX, BRI/PRI and FAX)
5. Can I choose a TollFree services number?
Yes, provided the number is available.
6. Can I use my existing lines for the TollFree services answerpoint number?
Yes, provided that the existing phone configuration are able to receive the estimated number of incoming calls. We
would recommend you to apply for a new set of lines. We particularly would recommend you to attach the TollFree
Services number to the pilot number of your PABX / KTS if you are using the TollFree Services number for a call
centre.
7. What is the numbering format for TM TollFree Services?
TMs 1-800 Services numbering format
TMs 1-300 Services numbering format
1800 88 XXXX
1300 88 XXXX
1800 22 XXXX
1300 80 XXXX
1300 22 XXXX
8. Can I use the phone line to make normal outgoing calls and receive incoming calls (caller dials the fixed line number)?
Yes, there are no changes with the normal fixed line function
9. Can I use my mobile phone or other Telcos fix line as the answerpoint number for Toll free Service?
No, you cannot.
10. Can I use UniFi voice as the answerpoint?
No, you cannot at the moment.
11. Can I use Streamyx line as the answerpoint?
Not advisable due to TollFree may encounter interruption with the Streamyx Service.
12. Can I use CDMA line as the answerpoint?
Not advisable due to limited coverage area.

13. Is it possible to call TollFree Services number by using mobile phone and how much will it cost?
Yes, you may call TollFree Services number by using mobile phone. Its free to call Tollfree 1800 number from
mobile phone effective Jan 2011. Call to Tollfree 1300 number, Local call charges apply based on prevailing TM
published rate for the caller.
14. Can I transfer my TollFree Services number to an answering machine after office hours?
Yes, you can apply for TollFree Services Smart Features Time / Day Manager in which your calls would be routed
to the answering machine.
15. Can I transfer my TollFree Services number to hand phone?
TollFree Services facilities does not cater for call transfer to hand phone. However, you may transfer calls to your
hand phone from the fixed line provided the call forwarding is activated. Standard TM call charge to hand phone on
the fixed line will be applied.
16. What is the best way to promote my TollFree Services number?
Use TollFree Services numbers in all your print, TV and radio advertising, letterheads, fax cover sheets, business
card and invoices. Advertise in the Yellow Pages. Consider additional entries in the White Pages of other regional
directories, Advertise TollFree Services numbers on delivery vans. Display TollFree Services numbers prominently in
all product brochures, sales leaflets and promotional materials.
17. Where could I make complaints regarding the services?
Call hotline100 to make a report. We would like to ask your assistance in identify whether it is the TollFree Services
or it is the answerpoint number that is causing the problem, by first calling the TollFree Services number follow by
calling the answerpoint number. Report to hotline 100 the number you encountered the problem.
Note: If you are calling Hotline 100 from Mobile phone please dial 1300888123.
18. Is there any penalty charge upon early termination?
Yes, an early termination fee is a penalty charge that subscriber must pay if they decide to end their contracts prior to
the agreed upon date. TollFree service agreement stated that TollFree Service shall subscribe for a minimum of 1
year period commencing from the activation date. In the event termination of the service request before the expiry
date, the subscriber will need to pay for the unexpired portion of the minimum period.
19. What is the difference between Toll free 1800 and 1300?
TollFree 1800
TollFree 1300
Subscriber pays for all calls to the 1800
Subscriber pays for all calls to the 1300 except Local
calls
Local 4 sen per min
Local Free
National same as standard TM national rates
National same as standard TM national rates
Mobiles Local or National charge depending on
where they are calling from.
Mobiles Local originating is free
Mobiles- National originating national call charge
No call charge applies to fix line or mobile caller.
Caller pays a local call charge no matter where they are
calling from.
20. Can I restrict the caller location?
Yes, you have to subscribe with Premium Link Routing Manager whereby TM will block all calls originate from certain
State as determined by you. If your business operates within KL and Selangor, only caller from these location are
able to access your TollFree number.
21. How much do I have to pay for calls received from fixed line (TM and non-TM line)?
For TollFree 1800 subscriber will be charged on local and national call charges based on prevailing TM published
rate depending on the location of the caller. For 1TollFree 1300 subscribers will not be charged on local call. National
call charges applied based on prevailing TM published rate depending on the location of the caller.

22. How much do I have to pay for calls received from mobile phone line (Celcom, Digi, Maxis)?
For TollFree 1800 subscriber will be charged on local and national call charges based on prevailing TM published
rate depending on the location of the caller. For TollFree 1300 subscribers will not be charged on local call. National
call charges applied based on prevailing TM published rate depending on the location of the caller.
23. What happens if the call usage exceeding RM 150 for Package 150 and RM 250 for Package 250?
A flat rate of RM0.30 per minute will be charged for all national call and mobile call for Package 150 and flat rate
RM0.20 per minute will be charged for all national call and mobile call for Package 250 beyond usage. RM 0.04 to be
charged for all local call on both packages for TollFree 1800 only.
24. What if I would like to have additional answerpoint?
You may add answerpoint at RM 50 each and RM 20 per smart feature.
25. Who do I call if I need to report a faulty?
Call 100 to make a report. This service is open 24 hours a day, 7 days a week.
Note: If you are calling Hotline 100 from Mobile phone please dial 1300888123.