• 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
Know your rights
Enquiries or Complaints
If you are not satisfied with the service, kindly request to speak to the store manager or owner
Enquiries or Complaints
If you are not satisfied with the service received, kindly request to speak to the store manager or owner, kindly contact the Retail Customer Escalation Hotline 082 135.
The Retail Customer Escalation Team will then send you a reference number
Escalation of Enquiries or Complaints
If you are not satisfied with the assistance or resolution provided by the Retail Customer Escalation Team, kindly submit your complaint to [email protected]
Referring the matter to the ICASA
You have the right to lodge disputed complaints with ICASA's Consumer Protection Department at:
Telephone: +27 (0)12 568 3000/3001
Facsimile: +27 (0)12 568 3444
Email: [email protected]
Vodacom understands how important it is for you to know how your Data is managed and how it is used.
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.
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.
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.
We will provide for mobile service a reconnection service to an end user for dropped calls at no additional cost.