Vodafone’s response to COVID-19

• Helping our customers stay home and connected together
• Customer support
• Vodafone offices
• Business continuity

We recognise that many of our customers’ needs and situations have rapidly changed as a result of the CVOID-19 impacts. 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.

Helping our customers stay home and connected together

To ensure our customers stay connected at this time, we’ve implemented the following initiatives:

• We will be supporting our customers that are experiencing temporary financial difficulties due to COVID 19 with a $10 Stay Connected Cap Plan. This plan will include 3GB of mobile data for use in Australia and unlimited standard national voice calls and SMS for just $10 per month. It will be available via application to existing Vodafone customers on a Consumer or Business postpaid mobile plan through our website from 20 April until 20 May. You can only access this plan for a period of 3 months, but we are closely monitoring COVID-19 to see if we need to extend it further. Excludes Business Grow and Business Flex plan customers.


• Vodafone is not charging any late payment fees, suspending services or chasing debt collection for overdue accounts to support our customers from 26 March until at least 30 April 2020. Customers will still receive payment reminders.


• Vodafone has reduced the cost of data overage in Australia to $1/GB for consumer postpaid mobile, tablet or mobile broadband plan customers who are not on endless data plans until 5 May 2020. This is to support customers who exceed their data inclusions and enter overage. Business Grow and Business Flex customers are also included.


• 10GB bonus data for prepaid mobile customers. The one-time offer will be sent to eligible customers via an opt-in SMS from 31 March 2020, with customers required to opt-in by texting the word ‘BOOST’ to 1263. Data will be applied within 72 hours and is for use in Australia only. Offer available to active prepaid voice customers who have used their service in the last 30 days.


• Vodafone customers who are on a consumer postpaid mobile plan without endless data will receive an additional 5GB data. That data will be added to all eligible plans by 27 March 2020, and can be used in Australia over the next month. Customers won’t need to do anything to activate this bonus data.


• 3GB bonus data applied as a one-off for our active prepaid mobile customers in their next recharge before 30 March 2020.


• Unlimited standard national calls are being extended to all Vodafone postpaid mobile plan customers and active prepaid mobile customers until the end of April. The majority of our customers with a mobile plan already have unlimited standard national calls as part of their plan, but we want to ensure all customers can continue making calls.


• Free rating key government and health websites. To ensure you have unrestricted access to essential information, accessing websites such as Centrelink, as well as Federal Government Department of Health and state and territory health department websites won’t contribute to the data usage on the Vodafone network. These sites are:

• Services Australia
• Centrelink
• My Gov
• Australian Government
• Australian Government Department of Health
• NSW Government - Health
• Victorian Government – Health and Human Services
• Queensland Government - Health
• WA Government Department of Health
• SA Government - Health
• TAS Government Department of Health
• NT Government Department of Health
• ACT Government - Health

Support for our frontline healthcare practitioners

To say thank you to frontline healthcare practitioners who are working in extraordinarily challenging conditions as they care for Australians in need during the COVID-19 crisis, we are creating a special offer:

• This offer is currently being finalised for frontline healthcare practitioner customers who are registered with the AHPRA. For customers on a postpaid mobile plan, we will credit the value of your monthly access fee for two months. For prepaid mobile customers, we will credit two times the value of your current prepaid recharge. Applications will be available via the Vodafone website in the coming weeks.

Customer support

There are four ways to manage your account and get support:

1. Download the My Vodafone App and manage your account
2. Visit our website to find more information
3. Call our contact centre if you have an urgent enquiry
4. Only if required, visit a retail store

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.

Our Website

Our support pages online may be able to help resolve some enquiries.

Contact centres

Our contact centres have been impacted by restrictions from COVID-19. We are currently experiencing higher than normal call volumes, as well as significantly reduced availability of agents due to the temporary closure of our contact centres in India.

We are working hard to increase capacity such as redeploying retail store employee to work in our call centres and recruiting in Australia. To ensure we get to those customers who need our help the most, we can only take urgent calls at the moment. We are currently prioritising these types of calls:

• You can’t make or receive calls
• You don’t have a working nbn™ connection
• You are reporting a lost or stolen device
• You are a prepaid customer having trouble recharging

We’re continuing to work on increasing the number of agents available to take customer calls, and thank customers for their patience.

Retail stores

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 each store, 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.

The following stores have been temporarily closed to support contact centre capacity and COVID-19 related business changes.

Vodafone offices

All Vodafone office-based employees are currently working from home, all meetings are being conducted virtually, and all domestic and international travel has been suspended.

Business continuity

Vodafone has a long-standing Business Continuity Plan (BCP) Forum established locally within the business and we are working closely with our shareholders, Vodafone Group and CK Hutchison Group, to respond to the impacts of COVID-19. We are closely monitoring device supply levels, maintaining good relationships with our suppliers and working to mitigate, to the extent possible, any supply disruptions that may emerge.