We recognise that many of our customers’ needs and situations have rapidly changed as a result of the COVID-19 impacts.
To continue to support you during this challenging time, we have introduced a range of initiatives to keep you connected with those most important to you. We’re also working hard to increase local contact centre capacity, in order to take more of your calls.
We are supporting all Vodafone customers that are being impacted by stay at home restrictions by offering extended payment terms to customers that require additional time to pay their account. Impacted customers who are not able to pay their account by the bill due date should contact our collections team on 1300 650 405 to discuss our assistance options. This assistance may include the suspension of late payment fees and the creation of a payment arrangement plan to avoid any service restrictions or disconnection of your account.
We also have support for customers experiencing longer term financial hardship. An arrangement is available for customers that apply via our financial hardship process.
We’ve partnered with Ask Izzy to support those experiencing family violence and others in need by connecting them to local support services that provide meals, housing, financial aid, counselling and more. Ask Izzy is a free and anonymous website powered by Infoxchange. If you’d like to find out more about Ask Izzy, head to the Ask Izzy website.
We’ve reduced the cost of data overage in Australia to $5/GB permanently for consumer and business postpaid mobile, tablet or mobile broadband plan customers who are not on endless data plans from 6th May 2020. This is to support customers who exceed their data inclusions and enter overage.
1. Manage your account through My Vodafone
Download and use the My Vodafone app or you can access My Vodafone through our web version in order to view and pay bills, recharge your prepaid service, change your plan, get an add-on, check your usage and update your account settings. For help with using My Vodafone, you can check our My Vodafone user guide.
2. Visit our website for more information
Our online support pages are a great place for quick answers to many questions, as is our Live Chat service.
3. Customer Support
We are asking customers to use self-service channels wherever possible. While we’re still experiencing some impact from various COVID-19 restrictions, our customer contact centres are currently operating. However, there may be longer than usual call wait times.
4. Visit a retail store
We have opened some of our retail stores that have previously been closed. For everyone’s health and wellbeing, we are strictly enforcing the Federal Government’s mandatory social distancing rules and guidelines around limiting the number of customers in our stores at any given time. Compliance with these measures is a condition of entry. At most stores, a Vodafone Host will advise when capacity has been reached and manage flow of customers into store.
In addition to social distancing, we have increased hygiene measures and cleaning in place. Our retail employees cannot assist anyone who is unwell or has been overseas in the past 14 days. You can find your nearest Vodafone store’s opening hours on our store locator page.
The following stores have been temporarily closed to support contact centre capacity and COVID-19 related business changes.
We want to make sure you’re informed and kept up to date on any potential phishing scams - so you can stay protected during COVID-19. For more info, check out our scams page.
How do I get a replacement SIM card?
You can find out more about how to replace and activate a SIM card on our support page.
Postpaid Bonus Data
10GB bonus data has a 12-month expiry. Must have an active prepaid recharge in order to access bonus data. Data for use in Oz. Excludes prepaid mobile broadband plans. Offer not transferable or redeemable for cash. Max 1 per account.
Prepaid Bonus Data
10GB bonus data has a 12-month expiry. Bonus data will be used first followed by your plans included data. Data for use in Oz. Excludes mobile broadband plans. Offer not transferable or redeemable for cash. Max 1 per account.