Back to enquiry form

Vodafone privacy policy

Vodafone will always protect and maintain your privacy. This policy outlines how we collect, store, use and disclose the personal information that you provide us with. This Policy also confirms Vodafone’s obligations under the Privacy Act 1988 (including the National Privacy Principles) and the Telecommunications Act 1997.

Why do we collect personal information?

Vodafone is required to collect certain details of your personal information in order to provide you with telecommunication services and products (including mobile phones and broadband).

If you don’t provide us with the information required, we may not be legally allowed to provide you with the products and/or services you want.

We use Google Display Advertising and Google Analytics Retargeting for Advertising. Visitors can opt out of Google Analytics for Display Advertising by visiting the Google Display Network Ads Preference Manager or using the Google Analytics Opt-out Browser add-on.

What personal information do we collect?

We may collect information such as your name, date of birth, physical address, email address, telephone number, bank account and credit card details, driver’s licence number and employment history.

How do we collect personal information?

We collect personal information in a number of ways, including:

When you complete a Vodafone account application, service enquiry form, or similar;
From other companies in the Vodafone group;
From third party companies like credit reporting agencies, law enforcement agencies and other government entities;
From publicly available sources of information like market research providers;
When you visit our website, online store, Facebook page and other pages that we own and manage;
When you visit external pages through our portals like Vodafone Live;
During recordings of call made when you contact Vodafone. These calls may be recorded for training, quality and business purposes; and
From our mobile base stations and other equipment that may collect information about your usage (including location-based information);

We may also collect information by other means and will take all reasonable steps to inform you if and when we do.

How is your personal information used?

The personal information we collect may be used for a number of purposes related to providing you with mobile phone and broadband services including:

Processing orders or applications to become a customer;
Carrying out credit checks and credit reporting;
Generating bills, managing your account and carrying out debt-recovery functions;
Dealing with enquiries or complaints and other customer care activities;
Carrying out market analysis and product analysis and development;
Contacting you about our products and services and those offered under other brands that our group owns – which may include marketing these products to you;
Conducting internal investigations in relation to crime and fraud prevention, detection or prosecution;
Training our staff; and
For any other purposes that would be reasonably expected.

For other purposes, Vodafone will obtain your consent to use your personal information.

How to opt-out of marketing materials?

If you’d rather not receive communications about our latest products and services, you can opt out. Just contact 1555 from your Vodafone mobile or 1300 133 585 and we'll do the rest. Just be aware that we will still need to send you essential information about your account, and/or changes to your service or plan.

Who may we provide your personal information?

Vodafone may disclose your personal information both within and outside Australia to:

Credit providers or credit reporting agencies for the purposes permitted under the Privacy Act and credit reporting legislation;
Our service and content providers, dealers and agents, contractors and advisers;
Our mobile phone manufacturers and repairers;
Vodafone Hutchison Australia and other companies in the Vodafone group;
Your authorised representatives or legal advisors;
Our professional advisors including lawyers, accountants, tax advisors and auditors;
Debt collection agencies and other parties that assist with debt-recovery functions;
Law enforcement bodies to assist in their functions, Courts of law or as otherwise required or authorised by law;
Regulatory or government bodies for the purposes of resolving customer complaints or disputes both internally and externally or to comply with any investigation by one of those bodies
Other telecommunications services providers for the purposes of both unwelcome calls and mobile number portability issues; and
Any other person or for any other purposes that would be reasonably expected.

We are required by law to disclose certain personal information about you (including your name, address, telephone number and address) to the operator of the Integrated Public Number Database (IPND). Personal information in the IPND is used to assist emergency services and safeguard national security. If you consent, information from the IPND may also be published in public directories or used by directory assistance.

How accurate is the personal information we hold about you?

We take all reasonable measures to ensure that the personal information we hold is accurate, complete and up-to-date. However, the accuracy of your information is largely dependent on what you provide us. To ensure that we have your most current and accurate personal information, please contact us when your information changes (e.g. if you change your name or move house).

What security measures do we use to protect your personal information?

The security of your personal information is given a high priority. We take all reasonable steps to securely store your personal information so that it is protected from unauthorised use, access, modification or disclosure. This includes both physical and electronic security measures.

Protecting your account from unauthorised access?

Anyone who knows your account PIN or online username and password can access your account. You must keep your PIN, username and password secure and only share these details with people you authorise to access and manage your Vodafone account. Vodafone accepts no responsibility for information disclosed to parties who know your PIN, username or password.

Can you access the personal information we hold about you?

Yes, however there are some exceptions by law which we will explain if relevant to your request. To request your personal information, just click the link below, complete the form, and return it to the address provided. We may charge reasonable costs for actioning your request.

If you think your personal information may be inaccurate, incomplete or out of date, you can request it to be updated.

Download Personal Information Request form

How can you report a breach of your privacy?

If you believe your privacy has been compromised, please fill in the Privacy Breach form below and return it to the address provided. A member of our Privacy team will contact you within 10 business days.

Download Vodafone Privacy Breach form here

Contact us

For any other questions regarding privacy, please contact Customer Care on 1300 133 585 from any phone.

Our postal address is:
Vodafone Customer Care PO BOX 2580, Kingston Delivery Centre, Kingston, TAS 7050

You can also contact us online via:

Our blog http://blog.vodafone.com.au/blog/
Facebook http://www.facebook.com/vodafoneau
Twitter https://twitter.com/VodafoneAU_help