At Vodafone, we know that sometimes it’s hard to stay on top of your bill payments. That’s why we’ve put policies in place to help you manage your debt should something happen that effects your situation. If you feel that this may be the case with you, please read our Financial Hardship Policy.

Your contract with us, much like an electricity or gas account, is legally binding. We trust that you will pay for your service as stipulated with your contract. If, however, you fail to do so without informing us of a change in situation and without responding to our attempts to contact you, we may have to proceed with collections activity.

Collection activity

Collections activity will commence on an account which remains overdue for an extended period, and when the customer has not contacted us to inform of a change in their situation that may warrant special consideration. Matters are decided and dealt with on a case-by-case basis.

In undertaking any collections activity, Vodafone will adopt best practice as stipulated by the Australian Competition and Consumer Commission (ACCC). No Credit Management charges will be imposed unless they are a reimbursement of Vodafone’s actual costs, in which case the customer will be informed of the amount of the charge and the method of calculation used.

If you are having trouble paying a bill, please contact us to discuss the matter and, even if you don’t qualify for a Financial Hardship Arrangement, we may be able to grant you an extension on the due date of the bill.

If you believe that you can demonstrate that the bill has gone unpaid through no fault of your own, please contact us and we will work to rectify the matter with you. Call us on 1555 from your Vodafone mobile or 1300 650 410 from any other phone.

Restriction, Suspension or Disconnection

If an account remains unpaid for a period which we deem to be significant, Vodafone will make several attempts to contact the customer. Should the customer not respond or fail to adequately explain the reason for the overdue amount, Vodafone may conclude that Restriction, Suspension or Disconnection of service may appropriate.

Generally, we will give the customer written notice of this action at least 5 working days prior to the Restriction, Suspension or Disconnection taking effect. The only instances where this will not be the case is where Vodafone assesses an unacceptably high credit risk, where there is reason to suspect fraud or attempted fraud, or where the customer has nominated a Restriction Point for their service and that point has been reached.

If an account is subject to a Restriction, Suspension or Disconnection, we will inform the customer of our Financial Hardship Policy if it is relevant. We will also advise them of how our action impacts other services they hold with us. We will also communicate any ongoing or additional charges which they may be subject to whilst their service is Restricted or Suspended.

Default Listing

If a Bill remains unpaid for over 60 days and the customer has not contacted us to explain their situation or seek other arrangements, the account may be listed with an external Default Listing Agent.

Default Listings can have an impact on your credit rating and therefore your ability to secure credit from any source (banks, retail outlets, other service providers and so forth). As such we highly recommend that should you experience any trouble in paying your bill you contact us immediately.

If Vodafone become aware of a Default Listing made in error (if the customer is not at fault for the debt), relevant Credit Bureaus will be notified within 1 working day.

Referral to a Collections Agency

If an account has been written off, Vodafone may refer the account to a Debt Collection Agency for further collection activity. This will only take place once all appropriate Credit Management action has been exhausted by Vodafone.

Once referred to a Collections Agency, if no payment is then received within 60 days, the account may be referred to a second or third agency. Any costs of commission for amounts recovered will be charged to the customer’s account. These agencies may, at their own discretion, seek to commence legal action in order to retrieve funds.

Should all activities with Collection Agencies be exhausted, Debts may be sold to a Debt Buyer that is a current member of an ASIC approved external dispute resolution scheme. Customers will be notified within 14 days of the debt being sold.


If an amount owed is the subject of an unresolved complaint, no Credit Management or collections activity will be undertaken on that amount until the dispute is resolved. If that amount makes up only part of a total debt, the rest may still be subject to Credit Management action and the customer will be notified as such.

For information on how such disputes are dealt with, please refer to the Complaints Handling Policy.