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Our customer support response to COVID-19

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.

Our initiatives to help Vodafone customers

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Financial support for customers during COVID-19

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.

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Support for those facing family violence and others in need

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.

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Data overage cost has been reduced to $5/GB in Australia

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.

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nbn™ Education Assistance

Vodafone is partnering with NBN Co to support low-income family households with school-age children. We’ll provide these households with nbn™ until 30/11/20 - so they can have access to online education at home

If you’d like to apply for this assistance, head to our nbn™ Education Assistance page.

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

 

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.

Download My Vodafone
Download My Vodafone

 

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.

Find out more

 

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.

Find a store

Closed stores

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

Australian Capital Territory
  • Mo’s Mobiles Canberra
  • Vodafone Partner - Tuggeranong
New South Wales
  • Vodafone Eastwood
  • Vodafone Partner – Green Hills
  • Vodafone Partner – Kingsford
  • Vodafone Mascot: Sydney Airport Gate A
  • Vodafone Mascot: Sydney Airport Gate B
  • Vodafone Partner - Queanbeyan
  • Vodafone Partner – Wynyard
Queensland
  • Vodafone Brisbane Airport
Western Australia
  • Vodafone Perth Airport

Scams

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.

Frequently asked questions

Repairs

What can I do if my device is broken?

1. Head to your nearest store.
2. If you’re unable to visit a store, please call customer care at 1300 650 410.

You can find out more about how to repair or service your device on our support page.

Orders

I’ve not received my device yet, can I track my order?

1. You can track the status of your order using the order reference that was sent when you signed up.
2. If additional support is required, head to your nearest store.
3. If you’re unable to visit a store, please call customer care at 1300 650 410.

Inactive numbers

I have a number which was deactivated less than 60 days ago, can I get my number back?

Yes.

1. Head to your nearest store.
2. If you’re unable to visit a store, please call customer care at 1300 650 410.

You can find out more about how to reactive your number on our support page.

SIM swap

How do I get a replacement SIM card?

1. Head your nearest store, where our team will be able to swap your SIM card.
2. If you’re unable to visit a store, please call customer care at 1300 650 410 and we’ll organise a SIM card to be sent out.

You can find out more about how to replace and activate a SIM card on our support page.

Change plan

How do I change my plan?

1.You can change your plan by logging into My Vodafone.
2.For help understanding your options, head to your nearest store.

You can find out more about how to change your plan on our support page.

Helpful articles

Terms and conditions

Prepaid 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.

Postpaid 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.