FREQUENTLY ASKED QUESTIONS
Specific Needs
What is the purpose of the customer service call centre?
The purpose of the Call Centre is to provide a dedicated call centre service to Vodacom customers with disabilities. We have designed our customer service and support to be more accessible, giving you more ways to stay connected, get assistance and be independent. It’s real-time assistance that works for you.
Who may use the dedicated customer service call centre?
The service is available to customers who have various disabilities such as persons with physical disabilities, DeafBlind, learning and mental disabilities, speech impaired, Deaf persons using SA Sign Language and persons with visual and hearing impairments.
What types of queries can the call centre address?
The Call Centre can address any type of query, for example:
- upgrading of contracts or purchasing a new contract
- billing and account queries
- experiencing network issues
- struggling to make or receive calls
- requiring products and services informationassist with registering your disability
What is the operating hours of the call centre?
Weekdays from 09:00 - 18:00 (excluding public holidays)
Do I have to register my disability to be able to contact the call centre?
You do not have to register your disability to use the following channels:
- Call: 082 12580
- SMS: 12580
- Email: [email protected]
You need to register your disability to use the following channels:
- Live Chat
- Vide call
How do I register my disability to use the services?
If you have not registered your disability, but want to use the various channels to contact the Call Centre, register your disability on these channels:
- Vodacom’s WhatsApp (082 009 8624), select Specific Needs and follow the prompts.
- VodaPay App – select ‘Support’, select ‘Tobi’ and follow the prompts
- Vodacom website – select ‘Chat to Tobi’ at the top of the web page: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers
How do I contact the Specific Needs Contact Centre?
Vodacom customer service and support for consumers with disabilities is available over the phone, via email, SMS, video or live chat.
- Call 082 12580 from any phone – select ‘Speak to a Consultant’
- SMS 12580
- Email [email protected]
Live Chat: (only for registered Deaf, hearing and speech impaired consumers)
- Vodacom’s WhatsApp – save 082 009 8624 in your Contacts - select ‘Specific Needs and Disability’ - select ‘National Relay (NRS)’ – select ‘Message Chat Relay’ – select ‘Go to live chat’ and follow the prompts
- VodaPay App – select ‘Support’ – select ‘Tobi’ – select ‘Specific Needs and Disability’ – select ‘National Relay (NRS)’ – select ‘Message Chat Relay’ – select ‘Go to Live Chat’ – follow the prompts
- Website: Go to ‘Persons with Communication Barriers Page’: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers
– select ‘Chat To Tobi’ at the top of the page – enter your Vodacom cellphone number – select ‘Specific Needs disability’ - select ‘Message Chat Relay’ – select ‘Go to Live Chat’ – follow the prompts
A video call option is available for registered Deaf persons who use South African Sign Language (SASL) on these channels:
- WhatsApp: Save 082¿009 8624 in your Contacts - select ‘Specific Needs’ - select ‘National Relay (NRS)’ – select ‘Video Relay’ – select ‘Ready for video call’ – follow the prompts
- VodaPay App: select ‘Support’ – select ‘Tobi’ – select ‘Specific Needs and Disability’ – select ‘National Relay NRS’ - select ‘Video Relay’ – select ‘Ready for video call’ – follow the prompts
- Website: Go to ‘Persons with Communication Barriers Page’: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers
– select ‘Chat To Tobi’ at the top of the page– enter your Vodacom cellphone number – select ‘Specific Needs and Disability’ - select ‘National Relay (NRS)’ – select ‘Video Relay’ – select ‘Ready for video call’ – follow the prompts
What is required to make a video call?
To use the video service, you need a good internet connection and a tablet, smartphone or computer with a webcam. Depending on your network, video calls and live chat may be charged by your Service Provider.
Will I be charged when contacting the Call Centre?
Vodacom provide the various NRS relay services free of charge for Vodacom customers using a Vodacom SIM.
Depending on your internet provider, video calls and live chat may be chargeable by your Service Provider.
Will the services work when I am roaming?
SMS and other channels will work from overseas but will be charged at roaming rates.
Will my information be kept confidential?
The Vodacom Privacy Agreement can be viewed at https://www.vodacom.co.za/vodacom/terms/privacy-policy and we will comply with the privacy provisions of all applicable legislation.
SASLI’s will treat every call and interaction with SA Sign Language users with the highest level of confidentiality and privacy.
The Call Centre service is a strictly confidential service and Relay Officers/SASLIs have signed a privacy declaration which adheres to the SA Sign Language Code of Ethics.
Where can I find more information about Vodacom’s exclusive accessibility benefits?
Where can I find more information about Vodacom’s exclusive accessibility benefits?
To learn more about how Vodacom’s accessible technology, products and services may benefit you, visit the Specific Needs section on our website: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs.