Our Victorian customer support response to COVID-19

In line with the Victorian Government’s Stage 4 restrictions, we’ve made changes to the way we serve you to help protect the health and wellbeing of our customers, employees and the community.

To continue to support you during this challenging time, we have many self-service options to help you manage your account from home. We’ve introduced ‘Call and Collect Hubs’ to help with any urgent service needs, along with a range of initiatives to keep you connected with those most important to you. We’re also taking your calls to help service you from home.

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
Most of our Victorian stores are closed. We’ve selected certain stores to remain open as ‘Call and Collect Hub’ stores. Our ‘Call and Collect Hub’ stores will operate according to the measures we’ve outlined below.

Operating model:
- By appointment only
- You may either call to make an appointment or book an appointment online.
- When you call to make an appointment, we’ll consider all your self-service options as first priority. If your issue can’t be resolved over the phone or via self-service, we’ll book an appointment.
- The doors of the store will remain closed at all times, with one of our team meeting you at the front of the store for your appointment. Transactions will be completed outside the store.

Health and Safety Protocol:
- Strict safety protocols will be in place in line with our COVID-Safe plan. Appointments will be contactless, and all customers and employees are required to wear face coverings.
- Our employees cannot assist anyone who is unwell or is not wearing a face covering without a lawful excuse or exception.

Trading hours:
You can find your nearest Vodafone store’s opening hours on our store locator page.

Call and Collect Hubs (by appointment only)

Call and Collect Hubs

Vodafone Melbourne CBD: Bourke Street

Shop 4, 341 Bourke Street, Melbourne

Please call 0449533018 to book an appointment.

 

Vodafone Partner – Melbourne

Shop 238, 238 Swanston St, Melbourne

Please call 0451238235 to book an appointment.

 

Vodafone Partner – Melbourne Central

Shop GD 64, 211 La Trobe St, Melbourne

Please call 0405733333 to book an appointment.

 

Vodafone Melbourne: Bourke Street

Shop 1-3, 253-267 Bourke Street, Melbourne

Please call 0405876507 to book an appointment.

 

Vodafone Partner – Flinders Street

256 Flinders St, Melbourne

Please call 0405845845 to book an appointment.

 

Vodafone Partner – Airport West

Shop 43, 29-35 Louis St, Airport West

Please call 0452225009 to book an appointment.

 

Vodafone Partner – Altona Meadows

Shop 12, 1-23 Central Ave, Altona Meadows

Please call 0433878680 to book an appointment.

 

Mo’s Mobiles Altona North

Shop L030A, 124-134 Millers Rd, Altona North

Please call 0481384853 to book an appointment.

 

Vodafone Box Hill

Shop SP023, 17 Market St, Box Hill

Please call 0426249908 to book an appointment.

 

Vodafone Broadmeadows

Shop G123, 1099-1169 Pascoe Vale Rd, Broadmeadows

Please call 0410589570 to book an appointment.

 

Vodafone Partner – Brunswick

2/259 Sydney Rd, Brunswick

Please call 0404272000 to book an appointment.

 

Vodafone Partner – Bundoora

Shop 2, 5 Janefield Dr, Bundoora

Please call 0424186688 to book an appointment.

 

Vodafone Partner – Burwood East

Shop G44, 172 Burwood Hwy, Burwood East

Please call 0405857733 to book an appointment.

 

Vodafone Partner – Camberwell

692 Burke Rd, Camberwell

Please call 0424742455 to book an appointment.

 

Vodafone Partner – Caroline Springs

Shop 46A, 29-35 Lake St, Caroline Springs

Please call 0452426881 to book an appointment.

 

Mo’s Mobiles Casey Central

Shop 101, Cnr Cranbourne Rd & Littlecroft Ave, Narre Warren

Please call 0413294643 to book an appointment.

 

Vodafone Chadstone

B312, 1341 Dandenong Rd, Chadstone

Please call 0420296454 to book an appointment.

 

Vodafone Cheltenham

Shop 3032, 1239-1241 Nepean Hwy, Cheltenham

Please call 0426031497 to book an appointment.

 

Mo’s Mobiles Cheltenham

Shop 2102, 1239-1241 Nepean Hwy, Cheltenham

Please call 0433006666 to book an appointment.

 

Vodafone Chirnside Park

Shop L01 600, 239-241 Maroondah Hwy, Chirnside Park

Please call 0420249582 to book an appointment.

 

Mo’s Mobiles Clayton

312A Clayton Rd, Clayton

Please call 0405213713 to book an appointment.

 

Vodafone Partner – Craigieburn

Shop COO-07, 340 Craigieburn Rd, Craigieburn

Please call 0449911619 to book an appointment.

 

Vodafone Cranbourne Park

Shop SP038, 125 High St, Cranbourne

Please call 0405639401 to book an appointment.

 

Vodafone Partner – Dandenong

Shop 229, Cnr McCrae St & Walker St, Dandenong

Please call 0423721451 to book an appointment.

 

Mo’s Mobiles Dandenong

18 Princes Hwy, Dandenong

Please call 0424749749 to book an appointment.

 

Vodafone Partner – Deer Park

Shop T87, Cnr Neale Rd & Station Rd, Deer Park

Please call 0424868133 to book an appointment.

 

Vodafone Partner – Docklands

Shop CEG01A, 440 Docklands Drive, Docklands

Please call 0404888868 to book an appointment.

 

Vodafone Doncaster

Shop G56, 619 Doncaster Rd, Doncaster

Please call 0406462768 to book an appointment.

 

Mo’s Mobiles Doncaster East

Shop 93, 181 Reynolds Rd, Doncaster East

Please call 0405388178 to book an appointment.

 

Vodafone Partner – Elsternwick

372-376 Glenhuntly Rd, Elsternwick

Please call 0452114009 to book an appointment.

 

Mo’s Mobiles Endeavour Hills

Shop 5A, Cnr Mathew Flinders Ave & Heatherton Rd, Endeavour Hills

Please call 0430517740 to book an appointment.

 

Vodafone Epping

Shop 32, 571-583 High St, Epping

Please call 0424203151 to book an appointment.

 

Vodafone Frankston

Shop G29Q, 28 Beach St, Frankston

Please call 0410545791 to book an appointment.

 

Vodafone Partner – Glen Waverley

K0003, 227-235 Springvale Rd, Glen Waverley

Please call 0449966999 to book an appointment.

 

Vodafone Partner – Glen Waverley

G043, 227-235 Springvale Rd, Glen Waverley

Please call 0451553607 to book an appointment.

 

Vodafone Partner – Hawthorn

694 Glenferrie Rd, Hawthorn

Please call 0452539929 to book an appointment.

 

Vodafone Partner – Karingal Hub

Shop 85, 330 Cranbourne Rd, Frankston

Please call 0450766446 to book an appointment.

 

Vodafone Partner – Keilor Downs

Shop G006, 80 Taylors Rd, Keilor Downs

Please call 0405889998 to book an appointment.

 

Mo’s Mobiles Keysborough

Shop Z5, 317 Cheltenham Rd, Keysborough

Please call 0451117586 to book an appointment.

 

Mo’s Mobiles M City

Shop T19, 2125 Dandenong Rd, Clayton

Please call 0404060066 to book an appointment.

 

Vodafone Maribyrnong

120-200 Rosamond Rd, Maribyrnong

Please call 0410746622 to book an appointment.

 

Vodafone Melton

Shop T27, 533-555 High St, Melton

Please call 0426174790 to book an appointment.

 

Vodafone Partner – Mill Park

Shop 118, 415 McDonalds Rd, Mill Park

Please call 0405200944 to book an appointment.

 

Vodafone Narre Warren

Shop 1079, 352 Princes Hwy, Narre Warren

Please call 0405684303 to book an appointment.

 

Vodafone Partner – Northcote

Shop Gx11, 3 Separation St, Northcote

Please call 0430272155 to book an appointment.

 

Vodafone Partner – Oakleigh

7 Portman St, Oakleigh

Please call 0404155550 to book an appointment.

 

Vodafone Preston

Shop W36, 50 Murray Rd, Preston

Please call 0416939235 to book an appointment.

 

Vodafone Partner – Preston

249 Murray Rd, Preston

Please call 0404272000 to book an appointment.

 

Vodafone Partner – Preston

Shop C017, 2 Murray Rd, Preston

Please call 0430272154 to book an appointment.

 

Vodafone Partner – Reservoir

Shop 21, 850 Plenty Rd, Reservoir

Please call 0426426346 to book an appointment.

 

Vodafone Partner – Richmond

Shop 2, 163 Bridge Rd, Richmond

Please call 0404600077 to book an appointment.

 

Vodafone Ringwood

Shop 2003, 171-175 Maroondah Hwy, Ringwood

Please call 0415720302 to book an appointment.

 

Mo’s Mobiles Ringwood

Shop 1016, 171-175 Maroondah Hwy, Ringwood

Please call 0430988988 to book an appointment.

 

Mo’s Mobiles Spencer Street

Shop 10, Level 1, 99 Spencer St, Docklands

Please call 0404040066 to book an appointment.

 

Vodafone Partner – Springvale

246A Springvale Rd, Springvale

Please call 0425767966 to book an appointment.

 

Mo’s Mobiles St Albans

Shop 1A, 1 Alfrieda St, St Albans

Please call 0415888868 to book an appointment.

 

Vodafone Partner – Sunshine

Shop 39, 80 Harvester Rd, Sunshine

Please call 0415886688 to book an appointment.

 

Vodafone Partner – Tarneit Central

Shop 19A, 540 Derrimut Rd, Tarneit

Please call 0451251474 to book an appointment.

 

Vodafone Taylors Lakes

Shop 77, 399 Melton Hwy, Taylors Lakes

Please call 0405293275 to book an appointment.

 

Mo’s Mobiles Wantirna

Shop 2043, 425 Burwood Hwy, Wantirna

Please call 0405388178 to book an appointment.

 

Vodafone Werribee

Shop T038, Cnr Derrimut Rd & Heaths Rd, Werribee

Please call 0424353680 to book an appointment.

 

Vodafone Partner – Wyndham Village

Shop 16, 380 Sayers Rd, Tarneit

Please call 0450338016 to book an appointment.

 

Regional Victorian stores (Stage 3 restrictions)

The following regional stores will still operate under Stage 3 restrictions.

Regional Victorian stores
  • Vodafone Partner - Ballarat
  • Mo’s Mobiles - Corio
  • Vodafone Geelong
  • Vodafone Waurn Ponds
  • Vodafone Partner - Wendouree

Closed stores

The following stores have been temporarily closed due to Stage 4 restrictions in Victoria.

Closed stores
  • Vodafone Partner - Box Hill
  • Vodafone Partner – Bundoora (La Trobe University)
  • Vodafone Partner – Caulfield
  • Mo's Mobiles - Footscray
  • Mo's Mobiles - Forest Hill
  • Vodafone Partner - Greensborough
  • Mo's Mobiles - Melbourne
  • Vodafone Melbourne Airport
  • Vodafone Partner – Melbourne University
  • Vodafone Partner - Moonee Ponds
  • Mo's Mobiles - Mulgrave
  • Vodafone Partner - Narre Warren
  • Mo's Mobiles - Point Cook
  • Vodafone Partner - Rosebud
  • Vodafone Partner - Rowville
  • Mo's Mobiles - South Yarra
  • Vodafone Partner - St Kilda
  • Mo's Mobiles - Taylors Lakes
  • Mo's Mobiles - Wheelers Hill

Our initiatives to help you stay connected

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Additional support for customers experiencing financial hardship

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. Customers who are currently on our $10 Stay Connected Cap Plan can find their plan information online.

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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.

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.

$10 Stay Connected Cap Plan
For personal use by approved customers only. Must enroll for this plan between 20/4/2020 and 20/5/2020 (unless extended). On this plan, you can only use 3GB data per month in Oz, can make unlimited standard national calls and send unlimited standard national & international TXT. All other services (including international calls, Premium Services, 1223 &1225 directory services, 123 Ask-us-Anything, International Roaming, content purchases and call) will be barred. Eligible Customers are Consumer Postpaid Mobile and Business Customers on Red, Red Plus, Sim Only and Sim Only Plus plans that can verify that they are a current Vodafone customer experiencing financial difficulties and fill out a form on Vodafone.com.au and provide documentation which will be assessed on a case-by-case basis (‘Eligible Customers’). Customers on Business Flex and Business Grow plans cannot access this plan. Eligible Customers can elect to suspend their existing Postpaid Mobile or Business Red or Red Plus plan (Suspended Plan), including the monthly plan fees for up to 3 months and sign up to this plan. Customers who change to this plan with an existing Mobile Payment Plan (MPP), Accessories Payment Plan (APP), device insurance or other charges will be required to continue paying their monthly MPP or APP, device insurance or other charges. An Eligible Customer can only access this plan for up to 3 months (Term) and once only. At the end of the Term, customers will be contacted by Vodafone to move back to their Suspended Plan, at which point the plan inclusions and charges of your Suspended Plan will resume. During the Term, customers also have the option to move off this plan at any time to an in-market plan, however, doing so will forfeit any discounts or bonuses that the customer previously had on their Suspended Plan including any phone loyalty discounts. Once the data inclusion is used, access to mobile data will be cut off entirely until your next billing cycle (you may continue making standard calls and text within Australia however to use the internet, you’ll need to connect to Wi-Fi). Data included in these plans is not shareable with any other plan on your account and vice versa. Customers must apply to be on this plan at least 3 business days before their bill cycle ends and their entitlements refresh so that changes can be reflective in the next bill cycle. Prior to the end of the Term, a customer can request to be moved back on to their Suspended Plan by filling out a form on Vodafone.com.au, however, 5 business days must be allowed for this change to be made. Min monthly spend applies and must connect for min 1 month. Services subject to capabilities, network limitations & customer location.

This plan is not eligible for Bundle & Save. If your Suspended Plan is eligible for Bundle and Save and you have multiple eligible services with Vodafone and you change to this plan, your Bundle & Save discounts may be decreased. If your Suspended Plan is eligible for Bundle and Save, this will be reinstated when you move back to your Suspended Plan. If your Suspended Plan had a Loyalty Discount applied and you change to this plan for the Term, your Loyalty Discount will be re-instated when you move back onto your Suspended Plan.