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Complaints and network outage complaints handling process

Your feedback is important to us. We’d love to hear from you if you had an exemplary experience with us or if we didn’t quite live up to your expectations.

How can we help?

You can contact us using the following contact methods to make a complaint, lodge a service outage report and enquire about a network outage.

Chat to us 24/7 in the My Vodafone app (for the best experience) or on this page.

Call 1555 from your Vodafone mobile, or 1300 650 410 from any other phone (operating hours 8:00 am - 10:00 pm).

If you have a hearing or speech impairment, you can contact us using the National Relay Service: https://www.accesshub.gov.au

Use our online form to give us feedback. Once we’ve received an email with your information, we’ll then contact you via email or phone.

Send a letter to:
Vodafone Customer Care, PO BOX 2580, Kingston
Delivery Centre, Kingston, TAS 7050.

Use our store locator to find a Vodafone store near you.

To view our complaint handling process, please download our Complaint Handling Process.

To view our network outage complaints handling process, please download our Network Outage Complaints Process.

Additional information

 Where can I get more information on common complaint topics?

You may be able to resolve your issue yourself. Here are links to common topics that may cause a complaint.

  • Automatic additional data
  • Managing data usage
  • Identity Fraud
  • General Fraud
  • Paying your bill
  • Financial hardship
  • Disconnection of service
  • Repair faulty device
What do I do if my complaint is unresolved after going through the Vodafone process?

If you’re unhappy with the management of your concerns, you can request that we escalate your complaint.

If we’re unable to agree on a resolution, you can contact an external organisation for support and advice, including the:

  • Telecommunications Industry Ombudsman (TIO): General complaints
  • Office of the Australian Information Commissioner (OAIC): Privacy complaints
  • Australian Competition and Consumer Commission (ScamWatch): Scam complaints
  • Financial Ombudsman Service (FOS): Insurance related issues
  • Credits and Investments Ombudsman (CIO): Sold debt payment disputes
  • Australian Communications and Media Authority (ACMA): Broadcast complaints

What else can we help with?
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