Complaints handling policy

Complaints Handling

At Vodafone, we strive to provide you with the best possible products and service for your needs. We understand there are situations when you may feel that you are dissatisfied with the service that we provide and you may wish to make a complaint.

We will deal with your complaint fairly, be courteous and deal with your complaint in a timely manner considering all the circumstances of the complaint and any special needs you may have.

If you need assistance with your complaint you may discuss it with us with your advocate, an interpreter or through an authorised representative.

Your feedback, even in the form of a complaint, is valuable to us, especially when we don’t meet the expectations we set for ourselves on service or deliver you the service you expect. We want to make sure your concerns are resolved as effectively as possible. All our staff are given extensive training so they are able to help you resolve an issue, or forward the matter on to someone who can.

How to make a complaint

We aim to make it easy for you to contact us and provide us feedback or make a complaint. You can visit us in store, call 1555 from your Vodafone mobile, call 1300 650 410 from a non Vodafone phone and we will acknowledge your complaint immediately when you speak to one of our staff, or within two days if you leave a message.

To avoid any misunderstanding you should make it clear at the beginning of your call that you wish to make a complaint.

Or you can send a complaint to us via fax on 1300 308 869, or by post, our postal address is: Vodafone Customer Care, PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050

You can also contact us online via:

We will acknowledge all complaints made other than directly with staff over the phone within two days.

Complaints handling process

When you contact us with a complaint, even if we resolve the matter straight away, you will receive a Complaint Reference Number at that time Retain this number in case you need to contact us again so we can access a detailed record of your complaint and be ready to assist you further.

Vodafone treats every complaint seriously and we endeavour to resolve your issue straight away. If this cannot be achieved, we will offer to escalate the matter to find a resolution in the shortest timeframe possible.

If your complaint cannot be resolved by your first point of contact, it will be escalated immediately. Initially this will be escalated to a supervisor or manager and, if a resolution is still not reached, it will then be referred to our Resolutions team. If the problem has been resolved, we will inform you of the outcome within 15 days or 2 days for urgent complaints.

If we are unable to resolve your concern immediately, we will address your complaint within 15 days. Matters such as Financial Hardship, or where disconnection of the service is imminent, or has occurred without due process will be deemed to be urgent and will be dealt with in 2 days. As we work to resolve your complaint, we may contact you if we require more information.

If your complaint deals with something which does not relate to the products and services we provide, we will explain this to you and try to help you identify a course of action in order to address your issue.

Complaints can only be closed with the consent of the customer, which means you have to feel satisfied that the matter has been reasonably resolved before we can close it. If you would like written confirmation of the resolution to the complaint, you may request it be sent to you once the complaint is closed.