Vodafone Ireland code of practice
You, our customers, have chosen to trust us. In return, we must strive to anticipate and understand your needs and delight you with our service. We value your custom above everything else and aspire to make your lives richer, more fulfilled and more connected.
'Customer first' is the fundamental principle for us at all levels. Serving you individually and collectively better than anybody else demands that we trust you, listen to you, seek to understand you by every means available, and that we act to make sure that every aspect of our service is second to none.
View our code of practice here
Our code of practice does not affect yourstatutory rights as a consumer. If you are not satisfied with our response to your query, you can still seek independent advice from a number of independent bodies listed below.
- Commission for Communications Regulation (“ComReg”)
ComReg is the statutory body responsible for the regulation of the electronic communications sector (telecommunications, radio communications and broadcasting transmission) and the postal sector in Ireland.
Tel: Consumer line - 01 8049668
Address: 1 Dockland Central, Guild Street, Dublin 1, D01 E4X0
For further information see their website: www.comreg.ie
- The Competition and Consumer Protection Commission ( the “CCPC”)
The CCPC is the statutory body responsible for enforcing consumer protection and competition law in Ireland.
Tel: Consumer helpline on lo-call 1890 432 432 or 01 402 5500
Address: Bloom House, PO Box 12585, Railway Street, Dublin 1.
For further information see their website: www.ccpc.ie
- Advertising Standards Authority of Ireland (ASAI)
The ASAI is an independent self-regulatory body set up to ensure highest standards of marketing communications by commercial bodies in Ireland.
Tel: 01 6608766
Address: Ferry House, 48 Lower Mount Street, Dublin 2.
For further information see their website: www.asai.ie
- Data Protection Commissioner (“DPC”)
The DPC is responsible for upholding the rights of individuals as set out in the Data Protection Acts 1988 and 2003 and enforcing the obligations upon data controllers.
Tel: Lo Call 1890 252 231
Address: Canal House, Station Road, Portarlington , Co. Laois.
For further information see their website: www.dataprotection.ie
- European Commission online dispute resolution
Under EU regulations consumers who have a complaint about goods or services purchased on-line have a right to refer their complaint to an independent dispute resolution agency via the following link: ec.europa.eu/consumers/odr/
- Small Claims Court
To contact the Small Claims Court, see your telephone directory under Courts Service for your local office or visit the following website for further information: www.courts.ie
Cooling off rights
1. Who has cooling off rights: Cooling Off Rights under the Consumer Information Regulations apply to consumer customers only, both fixed and mobile, who bought our goods/services over the phone, online or via door to door sales. Cooling Off Rights do not apply to (a) consumers who signed up in retail or (b) enterprise customers.
2. When does a customer receive cooling off rights? A customer is entitled to these rights on every contracting event – they must receive these rights on first time connection, upgrade and recommit etc.
3. What are cooling off rights: Under the Consumer Information Regulations, an eligible customer can cancel their contract and return any goods/services bought within their 14 day cooling off period, without having to give any reason for return. The 14 days start to run from:
a. where Vodafone sells goods to a consumer, so that a handset etc. is delivered, the 14 day cooling off period starts to run from the day the customer acquires physical possession of the goods (so the day the handset is delivered); OR,
b. where Vodafone sells services only to a customer, so that a customer upgrades without a handset, orders our TV service, orders a Sim Only mobile tariff etc., their cooling off period starts to run as soon as their contract concludes (or “starts” in Vodafone).
4. Cancellation Process: After entering a distance or off premises contract the customer can cancel the contract without giving any reason for cancellation before the expiry of the 14 day cooling off period. A customer must use the prescribed cancellation form (attached) or make some other unequivocal method stating their decision within the 14 days and if there is a dispute, it is up to the customer to prove the cancellation was carried out correctly.
5. Supply of Services: If the customer wants the supply of our services to begin during the cancellation period Vodafone must get their express request to do so in a durable form and we must note that they will be liable for any service charges incurred during the cancellation period even if they cancel the contract.
6. Time Limit to return goods: The customer must send the goods back or give the goods back to Vodafone within 14 days of informing Vodafone of their wish to cancel.
7. Obligation on the Customer- Diminished Value: The customer must take reasonable care of the goods prior to returning them and is liable for any diminished value of the goods resulting from handling of the goods beyond necessary. As such, if a handset was used and damaged during the 14 day cooling off period, Vodafone could reduce the total amount refunded to the customer by a certain amount.
8. Cost of Return: The customer must pay for the cost of returning the goods unless Vodafone agrees to cover the cost or Vodafone agrees to collect the goods or unless Vodafone did not inform them before ordering that they would have to bear the cost of return.
9. Refund: Upon cancellation, Vodafone is obliged to refund all payments made by the customer including delivery charges, without undue delay and in any case, within 14 days of Vodafone being informed of the cancellation request. Unless the customer agrees otherwise, the refund must occur via the same means of payment as used for the initial transaction. The customer cannot incur any fees for the use of a different means of payment.
a. Vodafone can withhold repayment until the goods (e.g. handset) are returned or until the customer supplies evidence that they have sent the goods back (e.g. registered post receipt).
b. Where a customer has incurred charges during the cancellation period and cancels the contract – Vodafone can reduce the amount refunded by the amount of the service charges incurred. (E.g. if there were 6 days of mobile call usage).
c. If the customer chose a more expensive type of delivery than our cheapest standard delivery, we need only refund for the cost of the cheaper delivery type – however I understand that Vodafone does not charge for delivery.
d. Vodafone could reduce the amount to be funded to the customer by any diminished value charge that the customer may be liable for –if this was clearly brought to the attention of the customer during the initial sales flow.
10. Model Cancellation Form: If a right to cancel exists, Vodafone must make available to the customer the standard cancellation form (including cancellation rights and instructions) as set out in the Regulations and attached. This form could be made available to submit on our website, however if we did want to make it an online form, we must acknowledge receipt of the submitted cancellation form to the customer in durable form.
11. FOTS: Vodafone must provide all door to door customers with a paper copy of the cancellation form, unless the customer agrees to receive it in another durable medium.
12. Ancillary Contract: Any ancillary contracts signed by the customer in relation to an off-premises or distance contract will be automatically terminated without cost to the customer where the off-premises or distance contract is cancelled. Vodafone shall inform any other seller with whom the customer has an ancillary contract that it is terminated under the Regulations.
13. Non Compliance: Where Vodafone fails to tell the customer about their cooling off rights, the customer may become entitled to an additional 12 month cooling off period or if Vodafone failed to refund the customer within the required timeframe, we may be found guilty of an offence, and subjected to a fine etc.
See our webpage for more detail: https://n.vodafone.ie/support/orders.html, where all customers can access our cooling off cancellation forms.