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.