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 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.

health care

Helping our registered healthcare workers stay connected.

Apply before 30 June 2020

We are incredibly grateful to our frontline healthcare workers that are caring for patients in need during the COVID-19 crisis. We are offering registered frontline healthcare workers on a Postpaid mobile plan, two months plan fees on us via application until June 30th 2020. For Prepaid customers, we’ll add two times the value of your previous recharge as My Credit. Available for new and existing customers. Must be an account holder to apply and be registered with AHPRA.

Find out more

Our initiatives to help you stay connected

tick

No late payment fees

We aren’t charging any late payment fees for overdue accounts to support our customers from 26 March until at least 30 June 2020. Customers will still receive payment reminders.

tick

Additional support for customers experiencing financial hardship

We aren’t suspending services or undertaking debt collection for our customers that have entered into a financial hardship arrangement with us. Customers who are currently on our $10 Stay Connected Cap Plan can find their plan information online.

tick

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.

tick

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 30/09/20 - 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.

tick

Unlimited standard national calls

Unlimited standard national calls are being extended to all Vodafone postpaid mobile plan customers and active prepaid mobile customers until 30 June 2020. 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.

tick

Free access to key government & 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 until 30 June 2020.

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

Find out more

 

3. Call our contact centre for urgent enquiries
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 employees 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.

 

4. Visit a retail store (only if required)
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. 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
New South Wales
  • Vodafone Partner – Balgowlah
  • Vodafone Partner – Chatswood
  • Vodafone Eastwood
  • Vodafone Partner – Green Hills
  • Vodafone Partner – Haymarket
  • Vodafone Partner – Kingsford
  • Vodafone Manly
  • Vodafone Mascot: Sydney Airport Gate A
  • Vodafone Mascot: Sydney Airport Gate B
  • Vodafone Mt Druitt
  • Vodafone North Ryde
  • Vodafone Partner – Sydney (Pitt Street)
  • Vodafone North Sydney
  • Vodafone Ultimo
  • Vodafone Partner – Wynyard
Queensland
  • Mo’s Forest Lake
  • Vodafone Brisbane Airport
Victoria
  • Vodafone Box Hill
  • Vodafone Partner – Bundoora
  • Vodafone Doncaster
  • Vodafone Epping
  • Vodafone Melbourne Airport
  • Vodafone Partner – Melbourne University
  • Vodafone Ringwood
  • Vodafone Partner - Wendouree
Western Australia
  • Vodafone Partner – Watertown
  • 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

My device is broken, what can I do?

1. Visit your nearest Vodafone store, which will be able to support you.
2. If you’re unable to visit a store, please call our Care team at 1300 650 410.

Orders

I have ordered a device and not received it, how can check the status of my order?

1. Customers can track the status of their online order using the order reference that was emailed/SMS at the point of signing up.
2. If additional support is required, visit your nearest Vodafone store, which will be able to support you.
3. If you’re unable to visit a store, please call our Care team 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. Visit your nearest Vodafone store, which will be able to support you.
2. If you’re unable to visit a store, please call our Care team at 1300 650 410.

SIM swap

I need to perform a SIM swap, what should I do?

1. Visit your nearest Vodafone store, which will be able to perform a SIM swap.
2. If you’re unable to visit a store, please call our Care team who will organize a SIM card to be sent out.

Optimise your plan

I would like to update my plan, how can I do this?

1. All upgrades and updates to plans can be performed by logging into My Vodafone or managing this via the app.
2. For any help understanding your options, please visit your nearest Vodafone store.

Helpful articles

Terms and conditions

$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.

Healthcare Workers Postpaid offer
For personal use only. Application period commences 7 May 2020 and ends 30 June 2020 unless extended. Maximum one credit per account. One-off credit to the value of 2 months of current plan fees only (‘Offer’) for approved existing Postpaid Mobile customers who are Registered Healthcare workers with AHPRA based in Australia (‘Eligible Customers’). To be eligible, Vodafone Account Holder’s name must match the name registered with AHPRA. This Offer can only be accessed once by the Vodafone Account Holder and is for plan fees only. Any applicable device costs, add-ons, roaming costs, data overage and modem costs are additional. Available by application via a webform on Vodafone.com.au and providing details of AHPRA registration for verification. If verified and eligible, the Offer will be applied within 5 business days of successful application and appear on the customer’s next bill as a once-off lump sum credit. Not available for Postpaid Mobile Broadband or Vodafone nbn. Forfeited if you cancel. Not for commercial or resale purposes. Offer not transferable or redeemable for cash. Subject to change.

New customers are also eligible to apply for this offer but must join Vodafone on a Postpaid mobile plan first and then apply. For new customers, credit may be applied on their second bill.

Healthcare Workers Prepaid offer
For personal use only. Maximum one credit per account. Application period commences 7 May 2020 and ends 30 June 2020 unless extended. One-off credit applied to My Credit for the value of 2 x Prepaid recharges (‘Offer’) for approved existing Prepaid customers who are Registered Healthcare workers with AHPRA based in Australia (‘Eligible Customers’). To be eligible, the Vodafone Account Holder’s name must match the name registered with AHPRA. Credit applied will be 2 x the value of the customers last recharge (e.g. if the customer last recharged $30, we will apply $60 recharge credit into My Credit for the value of 2 x recharges) (‘Offer’). This Offer can only be accessed once by the Vodafone Account Holder and is for recharge value only, any add-ons, roaming costs or device costs are additional. Excludes 365 Day, Cap and Prepaid Mobile Broadband. Available by application via a webform on Vodafone.com.au and providing details of AHPRA registration for verification. If verified and eligible, the Offer will be applied to the customer’s account within 5 business days of successful application. Forfeited if you cancel. Not for commercial or resale purposes. Offer not transferable or redeemable for cash. Subject to change.

Available to new prepaid mobile customers but customers must activate their SIM and recharge on an eligible recharge before applying for the offer.