Our priorities are the health and wellbeing of employees, customers and the public, and keeping Australia as connected as possible as we all respond to the challenges of COVID-19.
Vodafone is working hard to monitor the rapidly evolving situation in Australia and globally, and responding accordingly.
CUSTOMER SUPPORT
We are asking customers to use self-service channels wherever possible.
To prioritise customers who need our help the most, we’re asking customers not to call us or visit a retail store unless their enquiry is urgent and they haven’t been able to resolve it via self-service.
The MyVodafone app or webpage will be the fastest way to resolve most enquiries. For example, postpaid customers can add and manage services, including any plan changes. Prepaid customers can re-charge and check their balance.
Contact centres
We are currently experiencing higher than normal call volumes, as well as reduced availability of agents at our Mumbai centre following measures recently implemented in India.
Our Hobart centre continues to operate with employees working remotely on a rostered basis.
We are working to increase the number of agents available to take customer calls, and thank customers for their patience.
Retail stores
For everyone’s health and wellbeing, we are strictly enforcing the Federal Government’s mandatory social distancing rules in our retail stores.
Our retail employees cannot assist anyone who is unwell or has been overseas in the past 14 days.
With the exception of airport stores, our stores currently remain open. In addition to social distancing, we have increased hygiene measures and cleaning in place.
EMPLOYEES
All office-based employees continue to work from home until further notice. As office-based employees are equipped to do their roles remotely just as they do in the office, our operations are continuing as normal.
We are also providing a range of options to support our employees who may need additional time off or flexibility at this time. This includes making available an additional ten days of leave for any employee who doesn’t have enough personal or carer’s leave accrued to cover their needs.
NETWORK AND SERVICES
Vodafone’s mobile network and nbn services are well-equipped to manage additional traffic during the day, however speeds may vary as usage patterns fluctuate from normal conditions.
Overall, we are seeing growth in mobile data usage and daily peak throughput, and the number of customers using mobiles for data. While more customers are using their mobiles during work hours where they live, fewer are using their mobile phones during the typical peak commute times.
Vodafone’s nbn usage and peak throughput are broadly in line with expected growth.
INITIATIVES FOR CUSTOMERS
We recently announced a series of initiatives to support customers through these challenging times: https://www.vodafone.com.au/media/keeping-customers-connected
