Vodacom SMS Emergency Service for the Deaf, speech- and hearing-impaired

Terms and Conditions

The Vodacom 082 112 Emergency Service is exclusively for Vodacom’s Deaf, hearing-impaired and speech-impaired customers

1. The Vodacom 082 112 SMS Emergency Service is free and exclusively provided for Vodacom Prepaid, Contract and Top Up / Hybrid customers who are Deaf, hearing-impaired and speech-impaired.

2. The Vodacom 082 112 SMS Emergency Service allows Vodacom customers who are deaf, hearing-impaired and speech-impaired to contact  the 082 112 Emergency Service Contact Centre by sending SMS messages from their active Vodacom devices.

3. The SMS Emergency Service is only available in the English language.

4. The Vodacom 082 112 SMS Emergency Service is not designed to replace the traditional 112 emergency voice service. Customers who are able to contact the 112 voice emergency service should continue to do so.

Deaf, hearing-impaired and speech-impaired customers must register to use the SMS Emergency Service 

5.  Deaf, hearing- and speech impaired customers must first register for the SMS Emergency Service in order to use this service.

6.  To register for the SMS Emergency Service, customers must SMS the word ‘Register’ to 082 112. 

7.When registering for the Vodacom SMS Emergency Service, the cellphone number and nature of disability will be mandatory fields to complete. Customers must accept the terms and conditions in order for registration to be successful. Terms and conditions are available on the Vodacom website:  www.vodacom.co.za/vodacom/services/specific-needs

8.An ER 24 Emergency Service Contact Centre agent will contact the customer to complete the remaining registration details such as name, medical aid information, medical conditions and next of kin. Note that you must provide a cellphone number for your next of kin so that the Agent can call them in instances when communication has ended between you and the ER 24 Emergency Service Contact Centre Agent.

9.Once registered for the SMS Emergency Service, the customer may only change their physical address, medical conditions and next-of-kin details.

10.Customers will be able to confirm their registration status by sending the keyword ‘Register’ via SMS to 082 112.

11.Customers who no longer not want to use the SMS Emergency Service can deregister from the service by sending an SMS with the keyword ‘Deregister’ to 082 112.

12.Registration and deregistration processes will take place within 24 hours unless otherwise stated.

How to request help when experiencing an emergency situation

13.In order to request help during an emergency, send an SMS with the keyword ‘help’ to 082 112.

14.The customer may contact the ER 24 Emergency Service Contact Centre from any active Vodacom device.

15.When sending an SMS for help, include the following information: 

- Type of emergency service you require. Example: police or ambulance service.
- Nature of emergency. Example: building on fire. 
- The location where the emergency is happening, such as the address, street name or a nearby land mark (although location-based services will be used to help pinpoint your location).

16.As the customer, you agree that if you requested help and the ER 24 Emergency Service Agent fails to get more information from you after one attempt within three (3) minutes during the case, they will initiate contact with your next of kin. If your next of kin is available, the Agent will proceed with dispatching an ambulance or other Emergency Services Provider.

17.Vodacom Deaf, hearing- and speech-impaired customers who have not yet registered for the SMS Emergency Service and request help via the 082 112 SMS Emergency Service, will be assisted.

18.Note that Vodacom and ER24 (the emergency service provider) cannot be held liable for the response times of government /public emergency services such as police, ambulance or fire services.

When customers could incur possible charges 

19.The dispatch of an ambulance could possibly incur charges to the customer. For example, when a private ambulance is requested instead of a government/provincial ambulance.

Network-dependent matters

20.You will be unable to use the SMS Emergency Service when there is no network coverage (either temporarily due to outage or permanently).

21.You will need to register for the service again should you change your cellphone number.

22.The SMS Emergency Service uses the standard SMS delivery system which is a non-real time service and therefore Vodacom cannot guarantee immediate delivery of the message to the Emergency Service Contact Centre. It is recommended that registered customers should try other methods of contacting emergency services despite having sent a message for help.

23.Vodacom and ER24 (the emergency service provider) does not accept any liability whatsoever and including, to the fullest extent permitted by law, any liability for any damages and/or losses arising from the use of the service and in particular, delivery failure or delay.

24.You will no longer be able to use the SMS ER 24 Emergency Service if your cellphone number is ported out of the Vodacom network or if you are no longer a Vodacom customer.

Misuse of the SMS Emergency Service

25.If you misuse/abuse the SMS Emergency Service, the details of the SMS may be recorded and forwarded to the appropriate authorities. Access to the SMS Emergency Service may then be restricted.

26. The service will be reviewed on an ongoing basis to identify areas of improvement.