eziAds – Privacy Supplement

CBU

EaziAds Privacy Supplement

This privacy supplement describes the type of personal information we process and explains how we collect, use, share and protect your personal information. This privacy supplement is not intended to replace Vodacom’s privacy policy but is designed to provide additional contextual information relating to EaziAds. For more information on the Vodacom privacy statement please click here or go to the Vodacom Privacy Portal: https://www.vodacom.co.za/privacy.

Last updated: [7 May 2024]

    What is EaziAds

    EaziAds is a Vodacom platform that provides advertising services to the customer (“Users”). The portal hosted on: https://eaziads.co.za/ allows Users to create and book advertising through the Vodacom platform, utilising the resources of Vodacom and its partners to grow the User’s brand.  

    How to contact us

    Your opinion matters to us – if you have any questions about this service, you can email us at: [email protected]

    Your opinion matters to us – if you have any questions about this privacy supplement, you can email us at: [email protected] or you can write to our privacy team at:

    The Privacy Office – Legal Affairs

    Vodacom (Pty) Ltd

    Corporate Park

    082 Vodacom Boulevard

    Midrand

    1685

    Personal information we collect about you

    Your opinion matters to us – if you have any questions about this service, you can email us at: [email protected]

    Your opinion matters to us – if you have any questions about this privacy supplement, you can email us at: [email protected] or you can write to our privacy team at:

    Personal information we collect about you

    To provide the EaziAds Products, we must process information about you. The types of information we collect depend on how you use our Products. Below is a list of the types of Information that EaziAds collect:

    • Sign up Information for new accounts
    • Business and product information
    • Usage of EaziAds products
    • Content uploaded on EaziAds products
    • Device information
    • Cookie Data

    Including the Information and content that you provide, we collect content about your business, communications, and other information when you use our Products, including when you sign up for an account, create or advertise content. This can include information in or about the content you provide (like metadata), such as the location of a photo or the date a file was created. It can also include what you see through features we provide. Our systems automatically process content and communications you and others provide to analyse context and what is in them for the purposes described below. Data with special protections: You can choose to provide information in your EaziAds profile fields. Networks and connections. We collect information about the campaign performance, Facebook leads, creative, and ad account and how you interact with them across our Products, such as your use of the EaziAds platform to help us improve the service. Your usage. We collect information about how you use our Products, the features you use; the actions you take; and the time, frequency and duration of your activities. For example, we log when you are using and have last used our Products, and what posts, videos, and other content you uploaded on our Products. We also collect information about how you use features like our SMS and packages. Information about transactions made on our Products. If you use our Products for purchases or other financial transactions (such as when you make a purchase of a campaign), we collect information about the purchase or transaction. This includes payment information; other account and authentication information; and billing, shipping, and contact details. Device Information As described below, we collect information from and about the computers and phones, devices you use that integrate with our Products, and we combine this information across different devices you use. For example, we use information collected about your use of our Products on your phone to better optimise your experience on the platform or features you see when you use our Products on another device, such as your laptop or tablet, or to measure whether you took an action in response to an ad we showed you on your phone on a different device about the EaziAds academy or specials. Information we obtain from these devices includes: Device attributes: information such as the operating system, hardware and software versions, battery level, signal strength, available storage space, browser type, app and file names and types, and plugins. Device operations: information about operations and behaviours performed on the device, such as whether a window is foregrounded or backgrounded, or mouse movements (which can help distinguish humans from bots). Identifiers: unique identifiers, device IDs, and other identifiers, such as from games, apps or accounts you use, and Family Device IDs. Device signals: Bluetooth signals, and information about nearby Wi-Fi access points, beacons, and cell towers. Network and connections: information such as the name of your mobile operator or ISP, language, time zone, mobile phone number, IP address, connection speed and, in some cases, information about other devices that are nearby or on your network, so we can do things like help you stream a video from your phone to your desktop. Cookie data: data from cookies stored on your device, including cookie IDs and settings. These cookies are required cookies and necessary for basic website functionality. Some examples include session cookies needed to transmit the website, authentication cookies, and security cookies. If you have chosen to identify yourself to us, we may place on your browser a cookie that allows us to uniquely identify you when you are logged into the websites and to process your online transactions and requests. Partners receive your data when you visit or use their services or through third parties they work with. We require each of these partners to have lawful rights to collect, use and share your data before providing any data to us. Other information we collect and why: Your Business Name to create your account and for invoicing purposes which is requested when you register. Your Website URL to help you complete your campaign set up which automatically will be added into the campaign when you book a package. Your Facebook Page ID which is obtained through the API when you link your page to your EaziAds account. This is required to enable the EaziAds ad builder to send your campaign to Facebook and to track the performance thereof. Your Facebook Account Name which is obtained through the API when you link your page to your EaziAds account. Your Facebook Business Manager ID which is obtained when creating the child business manager account to link it to the Vodacom’s Business Manager account which is used to manage and track your Facebook ads. Your Facebook Ad Account ID which is obtained when you create a child business manager account and link it to Vodacom’s Business Manager account this allows us to settle your account with Facebook when you book your package through the EaziAds ad builder.

    We collect your personal information when

    • You purchase the service
    • You use the service
    • Vodacom will process your personal information based on:
      • Vodacom’s obligation – to provide you with the service you have asked for.
      • Vodacom’s legitimate business interests – when it comes to developing and improving the service to gain insights through app analytics.
      • Your communication preferences.

    The Privacy Office – Legal Affairs

    Vodacom (Pty) Ltd

    Corporate Park

    082 Vodacom Boulevard

    Midrand

    1685

    How we use your personal information

    We may use your personal information for the following purposes:

    • Provide, personalize, and improve our Products.
    • To deliver our Products, including to personalize features, make suggestions for you (such as creative messaging and targeting) on and off our Products.
    • Location-related information: such as your business location.
    • Product research and development: We use the information we have, to develop, test and improve our Products, including by conducting surveys and research, and testing and troubleshooting new products and features.
    • Provide measurement, analytics, and other business services.
    • Help advertisers and other partners measure the effectiveness and distribution of ads and services and understand the types of people who use their services and how people interact with their websites, apps, and services.
    • Promote safety, integrity, and security i.e.:
      • Verify accounts and activity,
      • Combat harmful conduct, detect, and prevent spam and other bad experiences,
      • Maintain the integrity of our Products,
      • Promote safety and security on and off EaziAds. For example, we use available data to investigate suspicious activity or violations of our terms or policies, or to detect when someone needs help.
    • Send you marketing communications, communicate with you about our Products and Services, and let you know about our policies and terms.
    • We also use your information to respond to you when you contact us.
    • Conduct and support research and innovation on topics of general welfare, technological advancement, public interest, health, and well-being.
    EaziAds Companies and Partners

    EaziAds share infrastructure, systems and technology with other Companies (which include Facebook, Vodacom, GotU, Google and Upstream) to provide an innovative, relevant, consistent and safe experience across all Vodacom SA (Pty) Company Products you use. We also process information about you across the Companies for these purposes, as permitted by applicable law and in accordance with their terms and policies. For example, we process information from EaziAds about accounts sending spam on its service so we can take appropriate action against those accounts on EaziAds. We also work to understand how people use and interact with Company Products, such as understanding the number of unique users on different Company Products.

    We may share information about you within our family of companies to facilitate, support and integrate their activities and improve our services. For more information on these Companies’ privacy practices and how they treat individuals’ information, please visit the following links:

    Facebook data policies:

    https://www.Facebook.com/policy.php https://www.salesforce.com/company/privacy/

    Vodacom: https://www.vodacom.co.za/vodacom/terms/privacy-policy

    Information Sharing or Transfer

    Information is shared with others in the following ways:

    • If the ownership or control of all or part of our Product or their assets changes, we may transfer your personal information to the new owner, subject to a data processing agreement.
    • Public information can be seen by anyone, on or off our Products, including if they don’t have an account.
    • Law enforcement or legal requests.
    • We share information with law enforcement or in response to legal requests in the circumstances outlined below.
    • Apps, websites, and third-party integrations on or using our Products.
    • When you choose to use third-party apps, websites, or other services that use, or are integrated with, our Products, they can receive information about your campaign. For example, the game developer or website can receive information about your campaign in a consolidated manner, but no personal information will be shared.
    • Sharing with Third-Party Partners:
    • The EaziAds Service may contain links to third party websites or programs that are not controlled by or affiliated to Vodacom and/or its appointed service providers for this Service. Vodacom is not responsible for the content, offers or privacy policies of such sites and programs. Your dealings with third party sites e.g. acceptance of their cookies, are solely between you and the applicable third party.
      • We do not sell any of your information to anyone, and we never will.
      • We also impose strict restrictions on how our partners can use and disclose the data we provide.
      • Here are the types of third parties we share information with:
        • Partners who use our analytics services.
        • We provide aggregated statistics and insights that help people and businesses understand how people are engaging with adverts, listings, Pages, videos, and other content. For example, admin users receive information about the number of people or accounts who viewed, reacted to, as well as aggregate demographic and other information that helps us and them understand interactions.
        • Vendors and service providers who support our business, by providing technical infrastructure services, analysing how our Products are used, providing customer service, facilitating payments or conducting surveys.
        • Research partners and academics to conduct research that advances scholarship and innovation that support our business or mission and enhances discovery and innovation on topics of general welfare, technological advancement, public interest, health and well-being.
    • Sharing with Advertisers:
      • We provide advertisers with reports about who is seeing their ads and how their ads are performing, but we do not share information that personally identifies anyone (information such as your name or email address that by itself can be used to contact you or identify who you are) unless you give us permission which will be applicable to lead generation campaigns.
      • Other information we share with advertisers include general demographic and interest information (for example, that an ad was seen by a woman between the ages of 25 and 34 who lives in Midrand and likes software engineering) to help them better understand their audience. We also confirm which ads led someone to make a purchase or take an action with an advertiser.
    International Data Transfer
    • If you are visiting our websites from a country other than South Africa, the various communications will necessarily result in the transfer of information across international boundaries.
    • We may also need to transfer your information to our partners and service providers in countries outside South Africa, in which case we will fully comply with applicable data protection legislation. These partners include but are not limited to GotU Italia Srl, and Upstream.
    • This may happen if our servers or suppliers and service providers are based outside South Africa, or if our services are hosted in systems or servers in Vodafone Operating Companies outside South Africa including the European Economic Area (EEA) or India and/or if you use our services and products while visiting countries outside South Africa.
    How long we keep your personal information for

    The personal information processed in connection with your account or activity will be de-identified or deleted five (5) years after agreement/subscription termination. This is in line with the Vodacom Pty (Ltd) personal data retention standards.

    Vodacom Pty (Ltd) may retain aggregated and statistical reports about use of our Products and services, but these reports will not identify you as a user.

    Keeping your personal information secure
    • We are committed to implementing leading data security safeguards.
    • We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.
    • If we have a contract with another organisation to provide us with services or a service on our behalf to process your personal information, we will ensure that your information is protected and that they only process your information in the way we have authorised them to do so. These organisations will not be entitled to use your personal information for their own purposes. If necessary, our security teams will check them to make sure they meet the security requirements we have set.
    • Communications over the internet (such as emails) are not secure unless they have been encrypted. Your communications may go through several countries before being delivered – as this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of personal information that’s beyond our control.
    • We’ll never ask for your secure personal or account information by unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.
    • You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter, and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.
    • Social plug-ins and social applications are operated by the social networks themselves and are subject to their own terms of use, privacy and cookies policies. You should make sure you’re familiar with these.
    Your rights

    At Vodacom, we are committed to processing personal information honestly, ethically, with integrity, and always consistent with applicable laws and our values. Below we set out details on how you can exercise your rights. Please note, under certain circumstances these rights may be limited if we still have lawful grounds to process your personal information.  If you have a question or cannot find the answer, please contact our Customer Care team at Customer Care or call 082 135.

    Right to correct personal information

    You have the right to correct information held about you if it’s not accurate. The only personal information we will process will be if you decide to access EaziAds. To request a correction or updating your profile, you may contact our customer service team.

    Right to access personal information

    You have the right to make a request for a copy of the personal information that we hold about you. Having provided adequate proof of identity, you have the right to request to confirm, free of charge, whether we hold personal information about you and request from us the record or a description of the personal information about you held by us.

    Right to object to use of personal information

    In certain circumstances, you have the right, to object to us processing your personal information.

    Right to deletion

    In certain circumstances, for example, where you indicate that your personal information is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, or obtained unlawfully, you have the right to request that we erase your personal information that we hold.

    How to lodge a complaint

    Should you believe that Vodacom has used your personal information contrary to applicable law, you undertake to first attempt to resolve any concerns with Vodacom directly. Kindly click our customer care team. We will do our best to help but if you are still unhappy, you can contact the Privacy Office at [email protected].

    If you are not satisfied with such process, you have the right to lodge a complaint with the Information Regulator at:

    The Information Regulator (South Africa)

    JD House, 27 Stiemens Street,

    Braamfontein,

    Johannesburg, 2001.

    P.O Box 31533

    Braamfontein, Johannesburg, 2017

    Email: [email protected]

    Complaint’s email: [email protected]

    Page Title
    eziAds Privacy Supplement
    Keywords
    eziAds
    Weight
    0
    Page Category
    Terms and Conditions
    Products
    Page URL
    /vodacom/privacy-policy/eziAds

    SwitchONFinance – Privacy Supplement

    CBU

    This privacy supplement describes the type of personal information we process and explains how we collect, use, share and protect your personal information. This privacy supplement is not intended to replace Vodacom’s privacy policy but is designed to provide additional contextual information relating to SwitchONFinance. For more information on the Vodacom privacy statement please click here or go to the Vodacom Privacy Portal: https://www.vodacom.co.za/privacy.

    Last updated: [7 December 2021]

      What is SwitchONFinance

      SwitchONFinance is a financial informative content platform that is available exclusively to Vodacom’s subscribers (the “Users”).  The portal hosted on: http://m.switchonfin.co.za/ offers Users the ability to access news, articles, information, how-to guides, calculators, etc., via a mobi web-based portal. The information provided by SwitchONFinance was specifically compiled for purposes of providing financial information and related matters. Neither Vodacom nor its service provider(s), from whom Vodacom obtained the data comprising the information, have performed any independent analysis or investigation to determine the correctness or accuracy of the data.

      How to contact us

      Your opinion matters to us – if you have any questions about this service, you can email us at: [email protected].

      Your opinion matters to us – if you have any questions about this privacy supplement, you can email us at: [email protected] or you can write to our privacy team at:

      The Privacy Office – Legal Affairs

      Vodacom (Pty) Ltd

      Corporate Park

      082 Vodacom Boulevard

      Midrand

      1685

      Personal information we collect about you

      Personal information we collect about you

      In order to enable you to make use of the Service, and provide the service, through the application, SwitchONFinance collects the below information about you:

      • MSISDN (Mobile Number) – This is used to manage and provide the service, to authenticate the user via OTPs (one-time PINs)/password, and to subscribe and bill the user as it relates to the service provision
      • Information on how you use the service, such as the date, time and length of your usage (tracked by cookies)Subscription and billing for the service

      We may use your information to contact you about our own goods and services that may be of interest to you. If you have agreed to receive 3rd party marketing, we may also use your information to contact you about 3rd parties goods and services.

      We will share your mobile number with Upstream Systems (Pty) Ltd (Service Provider”) who is our appointed service provider who enables the Services. By using the service, you hereby consent to us doing so. Our Service Provider may need to transfer your information cross border to Greece in order to be able to provide the Service.

      We might also use cookies (small text files stored in your browser) and other techniques such as web beacons (small, clear picture files used to follow your movements on our website). These collect information that tells us how you use our website, web-related products and services.

      This, in turn, helps us make our website relevant to your interests and needs. We may use a persistent cookie (a cookie that stays linked to your browser) to record your details so we can recognise you if you visit our website again. See the next section for more details.

      You can choose to refuse cookies or set your browser to let you know each time a website tries to set a cookie.

      We collect your personal information when

      • You subscribe to the service
      • You use the service
      • Vodacom will process your personal information based on:
        • Vodacom’s obligation – to provide you with the service you have asked for.
        • Vodacom’s legitimate business interests – when it comes to developing and improving the service to gain insights through app analytics.
        • Your communication preferences.
      How we use your personal information

      We may use your personal information for the following purposes:

      • Provide, personalize, and improve our Products.
      • To deliver our Products, including to personalize features, make suggestions for you (such as creative messaging and targeting) on and off our Products.
      • Product research and development: We use the information we have, to develop, test and improve our Products, including by conducting surveys and research, and testing and troubleshooting new products and features.
      • Provide measurement, analytics, and other business services.
      • Help advertisers and other partners measure the effectiveness and distribution of ads and services and understand the types of people who use their services and how people interact with their websites, apps, and services.
      • Promote safety, integrity, and security i.e.:
        • Verify accounts and activity,
        • Combat harmful conduct, detect, and prevent spam and other bad experiences,
        • Maintain the integrity of our Products,
        • Promote safety and security on and off SwitchONFinance. For example, we use available data to investigate suspicious activity or violations of our terms or policies, or to detect when someone needs help.
      • Send you marketing communications, communicate with you about our Products, and let you know about our policies and terms.
      • We also use your information to respond to you when you contact us.
      • Conduct and support research and innovation on topics of general welfare, technological advancement, public interest, health, and well-being.
      SwitchONFinance Companies and Partners
      • SwitchONFinance share infrastructure, systems, and technology with other Partners, which includes but is not limited to:
        • Upstream Systems SA (Pty) Ltd
      • The sharing of infrastructure systems and technology is intended to provide an innovative, relevant, consistent, and safe experience across all Vodacom SA (Pty) Company Products you use.
      • We also process information about you across the Companies for these purposes, as permitted by applicable law and in accordance with their terms and policies.
      • We also work to understand how people use and interact with Company Products, such as understanding the number of unique users on different Company Products.
      Information Sharing or Transfer

      Information is shared with others in the following ways:

      • If the ownership or control of all or part of our Product or their assets changes, we may transfer your personal information to the new owner, subject to a data processing agreement.
      • Sharing with Third-Party Partners

      The SwitchONFinance Service may contain links to third party websites or programs that are not controlled by or affiliated to Vodacom and/or its appointed service provider for this Service. Vodacom is not responsible for the content, offers or privacy policies of such sites and programs. Your dealings with third party sites e.g. acceptance of their cookies, are solely between you and the applicable third party.

      • We do not sell any of your information to anyone, and we never will.
      • We also impose strict restrictions on how our partners can use and disclose the data we provide.
      • Here are the types of third parties we share information with:
        • Partners who use our analytics services.
        • We provide aggregated statistics and insights that help people and businesses understand how people are engaging with adverts, listings, Pages, videos, and other content. For example, admin users receive information about the number of people or accounts who viewed, reacted to, as well as aggregate demographic and other information that helps us and them understand interactions.
      • Advertisers:
        • We provide advertisers with reports about who is seeing their ads and how their ads are performing, but we do not share information that personally identifies anyone (information such as your name or email address that by itself can be used to contact you or identify who you are) unless you give us permission which will be applicable to lead generation campaigns.
        • Other information we share with advertisers include general demographic and interest information (for example, that an ad was seen by a woman between the ages of 25 and 34 who lives in Midrand and likes software engineering) to help them better understand their audience. We also confirm which ads led someone to make a purchase or take an action with an advertiser.
      International Data Transfer
      • If you are visiting our Websites from a country other than South Africa, the various communications will necessarily result in the transfer of information across international boundaries.
      • We may also need to transfer your information to our partners and service providers in countries outside South Africa, in which case we will fully comply with applicable data protection legislation. These partners include but is not limited to Upstream Systems (Pty) Ltd.
      • This may happen if our servers or suppliers and service providers are based outside South Africa, or if our services are hosted in systems or servers in Vodafone Operating Companies outside South Africa including the European Economic Area (EEA) or India and/or if you use our services and products while visiting countries outside South Africa.
      How long we keep your personal information for

      The personal information processed in connection with your account or activity will be de-identified or deleted five (5) years after agreement/subscription termination. This is in line with the Vodacom Pty (Ltd) personal data retention standards.

      Vodacom Pty (Ltd) may retain aggregated and statistical reports about use of our Products and services, but these reports will not identify you as a user.

      Keeping your personal information secure
      • We are committed to implementing leading data security safeguards.
      • We have specialised security teams who constantly review and improve our measures to protect your personal information from unauthorised access, accidental loss, disclosure or destruction.
      • If we have a contract with another organisation to provide us with services or a service on our behalf to process your personal information, we will ensure that your information is protected and that they only process your information in the way we have authorised them to do so. These organisations will not be entitled to use your personal information for their own purposes. If necessary, our security teams will check them to make sure they meet the security requirements we have set.
      • Communications over the internet (such as emails) are not secure unless they have been encrypted. Your communications may go through several countries before being delivered – as this is the nature of the internet. We cannot accept responsibility for any unauthorised access or loss of personal information that’s beyond our control.
      • We’ll never ask for your secure personal or account information by unsolicited means of communication. You’re responsible for keeping your personal and account information secure and not sharing it with others.
      • You may choose to disclose your information in certain ways such as social plug-ins (including those offered by Google, Facebook, Twitter, and Pinterest) or using third-party services that allow you to post reviews or other information publicly, and a third party could use that information.
      • Social plug-ins and social applications are operated by the social networks themselves and are subject to their own terms of use, privacy and cookies policies. You should make sure you’re familiar with these.
      Your rights

      At Vodacom, we are committed to processing personal information honestly, ethically, with integrity, and always consistent with applicable laws and our values. Below we set out details on how you can exercise your rights. Please note, under certain circumstances these rights may be limited if we still have lawful grounds to process your personal information.  If you have a question or cannot find the answer, please contact our Customer Care team at Customer Care or call 082 135.

      Right to correct personal information

      You have the right to correct information held about you if it’s not accurate. The only personal information we will process will be if you decide to access SwitchONFinance. In order to request a correction or updating your profile, you may contact our customer service team.

      Right to access personal information

      You have the right to make a request for a copy of the personal information that we hold about you. Having provided adequate proof of identity, you have the right to request to confirm, free of charge, whether we hold personal information about you and request from us the record or a description of the personal information about you held by us.

      Right to object to use of personal information

      In certain circumstances, you have the right, to object to us processing your personal information.

      Right to unsubscribe and opt-out of the service

      • Users can cancel their participation to the SwitchONFinance Service at any time, by sending a free SMS with the cancellation keyword STOP or CANCEL to the respective dedicated SMS long code (0820091361) or by dialing *135*997# and selecting option1.
      • Subscribers who join the SwitchONFinance service are considered users of the Service until they cancel their subscription.
      • A Subscription can also be cancelled at the sole discretion of Vodacom, in the event of a clear expression of non-interest in participating in the Service is demonstrated by a user (after subscription), via SMS communication (e.g. the User sending an SMS message reporting “I do not want to participate”).
      • Users who cancel their subscription can re-register at any given time by sending the defined registration keyword(s) to the dedicated long code.

      Right to deletion

      In certain circumstances, for example, where you indicate that your personal information is inaccurate, irrelevant, excessive, out of date, incomplete, misleading, or obtained unlawfully, you have the right to request that we erase your personal information that we hold.

      How to lodge a complaint

      Should you believe that Vodacom has used your personal information contrary to applicable law, you undertake to first attempt to resolve any concerns with Vodacom directly. Kindly click our customer care team. We will do our best to help but if you are still unhappy, you can contact the Privacy Office at [email protected].

      If you are not satisfied with such process, you have the right to lodge a complaint with the Information Regulator at:

      The Information Regulator (South Africa)

      JD House, 27 Stiemens Street,

      Braamfontein,

      Johannesburg, 2001.

      P.O Box 31533

      Braamfontein, Johannesburg, 2017

      Email: [email protected]

      Complaints email: [email protected]

      Page Title
      SwitchONFinance Privacy Supplement
      Keywords
      SwitchONFinance
      Weight
      0
      Page Category
      Terms and Conditions
      Page URL
      /vodacom/privacy-policy/switch-on-finance

      Vodacom’s ICASA Code of Conduct

      CBU
      Vodacom Code of Conduct
      Vodacom Speechmark

      We Promise

      We will remain committed to acting fairly and responsibly and we will treat you with courtesy and respect.

      We will not descriminate against you.

      We will aim to resolve your complaint within 14 working days.

      We will provide guidance to assist you in meeting your needs and making informed decisions.

      We will provide you with accurate information regarding relevant products, services and pricing.

      We will ensure that our products and services meet specifications as contained in relevant laws and regulations.

      We will treat your information with the utmost confidentiality.

      Complaints Handling

      If you have any issues or queries that need resolving, please follow the appropriate steps below:

      Customer Care

      1. Customer Support Agent – Start here.
      2. Team Leader – If not resolved, the team leader will assist.
      3. Supervisor – Further escalation to the supervisor if needed.
      4. Manager – For unresolved issues, the manager will step in.
      Call 082 135

      Vodacom Business

      1. Senior Consultant – Your initial point of contact.
      2. Supervisor – If unresolved, the supervisor will assist.
      3. Manager – Escalate to the manager for further help.
      Call 082 1940

      Cancellations

      1. Senior Consultant – Your first stop for cancellations.
      2. Supervisor – Reach out to the supervisor for further assistance.
      3. Manager – For issues still unresolved, escalate to the manager.
      Call 082 1958

      Vodacom Retail

      1. Store Consultant – Start with the store consultant.
      2. Supervisor – If not solved, contact the supervisor.
      3. Store Manager – Further escalation to the store manager if required.

      FTTH

      1. Support Agent – Begin with the call centre agent.
      2. Team Leader – Escalate to the team leader if needed.
      3. Supervisor – Contact the supervisor for further help.
      4. Manager – If unresolved, escalate to the manager.
      Call 082 1904

      Sales & Upgrades

      1. Call Centre Agent – Start here for sales or upgrades.
      2. Supervisor – Contact the supervisor if not resolved.
      3. Manager – Escalate to the manager for more assistance.
      Call 082 17844

      Vodacom Repairs

      1. Support Agent – Start with a call centre agent.
      2. Team Leader – Escalate to the team leader if needed.
      3. Manager – Further escalate to the manager for help.
      Call 082 1944

      Subscriber Collections

      1. Support Agent – Start here for collection-related issues. 
      2. Supervisor – Contact the supervisor if unresolved.
      3. Manager – Escalate to the manager for more assistance.
      Call 082 1946

      Vodacom Insurance

      1. Support Agent – Start here for insurance queries.
      2. Supervisor – Contact the supervisor for further assistance.
      3. Manager – For unresolved issues, escalate to the manager.
      Call 082 1952
      Referring the matter to ICASA

      Should we fail to resolve your complaint within 14 days, the complaint may be escalated to ICASA at; 

      Telephone: 012 568 3000/3001
      Email: [email protected]

      Complaints escalations

      In a situation where you are not satisfied and an issue becomes a complaint, the matter can be raised with the Industry Regulator, ICASA.

      Vodacom understands how important it is for you to know how your Data is managed and how it is used.

      Billing

      We will provide all Postpaid end users with a detailed itemised bill upon requesting.

      We will keep Prepaid billing records for a minimum of three months. We will provide a Prepaid end user with a billing usage report within 14 days of request via email or post.

      Usage Notification

      We will send all Prepaid, Top Up and Postpaid end users notifications when they have used up 50%, 80% and 100% of their Data depletion. We will send all Prepaid, Top Up and Postpaid end users notifications at 50%, 80%, and 100% of voice and SMS depletion.

      Roll over of unused Data

      We will provide all Prepaid, Top Up and Postpaid end users with an option to roll over unused Data before it expires.

      Transfer of unused Data

      We will provide all Prepaid, Top Up and Postpaid end users with an option to transfer unused Data before it expires to other end users on Vodacom's network.

      Option to buy additional bundles: Data

      We will provide Prepaid, Top Up and Postpaid end users with an option to buy additional Data bundles at any time.

      Option to buy additional bundles: Voice and SMS

      We will provide Prepaid, Top Up and Postpaid and end users with an option to buy additional bundles at any time.

      Out-of-bundles management

      We will obtain consent from Prepaid, Top Up and Postpaid end users to any out -of-bundle Data charging before permitting any out-of-bundle Data usage by an end user and subsequent out-of-bundle charging. As an end user, you are able to block your account from using Data at out-of-bundle rates.

      Rebate

      We will provide for mobile service a reconnection service to an end user for dropped calls at no additional cost.

      Vodacom’s user-friendly version of the End User Subscriber and Services Charter Regulations is available here.

      Page Title
      Vodacom’s ICASA Code of Conduct
      Keywords
      Vodacom Code of Conduct, Code of Conduct, Code, Conduct
      Weight
      0
      Page Category
      Products
      Page URL
      /vodacom/terms/code-of-conduct
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