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.
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.
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.