Terms and Conditions
Customer Service Support for persons with disabilities
“By making use of the Vodacom Specific Needs Call Centre, you agree to be bound by these terms and conditions and any subsequent amendments or variation thereof.”
- We will provide the call centre service as set out in accordance with these Terms and Conditions.
- ‘Consumers/customers’ refers to persons with disabilities
- Users of the service
- The service is available to customers who have various disabilities such as persons with physical disabilities, DeafBlind, learning and mental disabilities, speech impaired, Deaf, visual and hearing impairments.
- Types of queries
- 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 information
- Channels / Modes of communication
- The below channels are exclusively for the use of persons with disabilities.
- Depending on the nature of your disability, you can choose your preferred mode of communication to interact with our Call Centre:
Call 082 12580
Email [email protected]
Live chat is only available for registered Deaf, hearing and speech-impaired customers on the following channels:
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
My Vodacom App - click on ‘Support’. Select ‘Tobi’ – select ‘Specific Needs and Disability’ – select ‘National Relay NRS’ – select ‘Message Chat Relay’ – select ‘Go to Live Chat’ and follow the prompts
On our website, open the ‘Persons with Communication Barriers’ page and select ‘Chat to TOBi’ at the top of the page: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers Enter your Vodacom cellphone number - select ‘Specific Needs and Disability’. Select ‘Message Chat Relay’ – select ‘Go to Live Chat’ and follow the prompts
Video is only available for registered Deaf, hearing and speech-impaired customers on the following channels:
Vodacom WhatsApp - save 082 009 8624 in your contacts. Click on Main menu, select Specific Needs – click on Disability Menu‘, select ‘National Relay’, ‘select ‘Video Relay,’ click on ‘Ready for video call’ and follow the prompts
My Vodacom App - click on ‘Support’. Select ‘Tobi’ – select ‘Specific Needs and Disability’ – select ‘National Relay NRS’ – select ‘Video Relay’ – select ‘Ready for video call’ and click on the link to start the video call.
On our website, open the ‘Persons with Communication Barriers’ page and select ‘Chat to TOBi’ at the top of the page: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers Enter your Vodacom cellphone number - select ‘Specific Needs and Disability’. Select ‘National Relay (NRS)’ – select ‘Video relay’ – select ‘Ready for video call’ and click on the link to start the video call.
- Devices and equipment
- You are responsible, at your own cost, for providing any equipment necessary to access the call centre, including computers, mobile phones, telephone and other equipment.
- To access Vodacom’s video relay service, please ensure that your device is capable of video calling.
- Ensure that you have a working internet connection when making a video and live chat call.
- Making a video relay (VRS) call
- A Video call connects you to our specially trained Contact Centre staff called Relay Officers (ROs), who are SA Sign Language Interpreters (SASLIs).
- The RO speaks your message to hearing persons using a phone whilst simultaneously signing their responses and conversation.
- When using the video call option, select the Vodacom Products and Services option.
- You must ensure that both your hands and face are clearly visible to the NRS Relay Officer/SASLI for the duration of the call.
- The VRS operates on a ‘first available’ basis - calls are answered by RO’s in the order in which they are presented in the queue
- The call centre service is free of charge for Vodacom consumers using a Vodacom SIM.
- Requesting products and services where costs is incurred is for your own cost.
- Depending on your network carrier, video calls and live chat may be chargeable by your Service Provider.
- SMS and other channels will work from overseas, but will be charged at roaming rates if accessed from overseas
- Operating hours and availability
- The call centre will be available week days from 09:00-18:00 excluding public holidays; these are subject to change from time to time based on demand.
- Vodacom does not accept any liability if 3rd parties services or equipment are unable to fulfil the customer requests, or experience service interruptions.
- The Call Centre cannot be held accountable for any failures to respond or perform when using the service.
- Register your disability
- To use the video and Live Chat channels, you must first register your disability, as either Deaf, hearing impaired or speech impaired.
Register your disability on:
Vodacom WhatsApp – save 082 009 8624 in your Contacts. Say ‘Hi’ to start the chat – select ‘Main menu’ – select ‘Specific Needs and disability’.
Select ‘Disability Menu’ – select ‘Register disability’ and follow the prompts.
Vodacom App - open ‘My Account’ and select ‘Register’ or ‘Edit disabilities’ and follow the prompts.
Vodacom website - open the ‘Persons with Communication Barriers’ page and select ‘Chat to TOBi’ at the top of the page: https://www.vodacom.co.za/vodacom/shopping/v/specific-needs-persons-with-communication-barriers Enter your Vodacom cellphone number - select ‘Specific Needs and Disability’ and follow the prompts.
- You are required to provide complete and accurate information when registering your disability.
- Prior to submitting your registration, read and accept the disability declaration which confirms that your disability has been confirmed by a registered medical professional.
- 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
- RO’s will treat every call and interaction with SA sign language users with the highest level of confidentiality and privacy.
- The call centre offers a strictly confidential service and Relay Officers/SASLIs have signed a privacy declaration which adheres to the SA Sign Language Code of Ethics.
- Your calls to the call centre inclusive of video relay will be recorded for training and coaching purposes.
- You can choose to not continue with the call if you do not want your call recorded.
- When you use the call centre we may collect personal information about you such as your name and contact details and cellphone number.
- We may also collect information about the type of service you use.
- Unlawful use of the service
- You must be respectful at all times when using the call centre and interacting with SA Sign Language Interpreters and all contact centre staff.
- Should you show behaviour that is abusive, insulting, improper, obscene or offensive on a video call, Vodacom reserves the right to end, interrupt or block or disconnect the call.
- I release Vodacom from all liability to the maximum extent permitted by law, agree to indemnify and hold Vodacom, its officers, employees and agents free and harmless from any and all costs, losses, expenses, damages (direct, indirect, consequential or otherwise), claims, suits, causes of action or any other liability or responsibility whatsoever arising from using the NRS.