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Responding to your enquiry

Our aim is to resolve your enquiry on initial contact with Vodafone where at all possible. However, sometimes we will have to refer your enquiry internally. Where we cannot resolve your enquiry on first contact, we will let you know the estimated time of resolution and will keep you informed of progress. Each enquiry you make will be recorded so that we will know the status of any particular query.

In extreme circumstances and where updates are beyond our control (for example, if a third party is involved or in the case of adverse weather conditions where we lack complete information) we will endeavour to keep you informed of progress based on the information available to us at the time.We aim to provide a high level of service at all times.

Below is our commitment to resolve your enquiry - where the solution is within our control.


Enquiry Response Time
Coverage / Network faults 5 working days
Line faults / Service degradation 5 working days
Billing / Payments 5 working days
Roaming 5 working days
Handsets 10 working days
Miscellaneous (not covered by above) 10 working days

In exceptional cases - where we are unable to respond or acknowledge your query within the times specified above, Vodafone have established a Customer Guarantee Scheme to compensate for that delay. Where it is brought to our attention that, in relation to your query, we have failed to meet the response time outlined in the table below, we will apply a credit to your account*

* A credit offered for this purpose is given as a gesture of goodwill only and does not imply any acceptance of liability, breach of contract or otherwise on the part of Vodafone.

All complaints requiring compensation whether a re-imbursement or settlement payment are made on an individual per case basis and applied as usage credit on the customer’s bill.

Enquiries by letter

On receipt or your letter, we will attempt to contact you by telephone or email to resolve your query. Alternatively, we will respond to you by letter within five working days. Where we cannot resolve your query in this timeframe, we will send an acknowledgement of your query and follow up with a telephone call - where possible - in line with our Code of Practice.

Please ensure you include your full name, address, mobile number and/or customer account number in any correspondence to us so we can correctly identify your account as quickly as possible.

Click here to submit a complaint through our online complaints form. Please ensure you have your complaint reference number to hand. This can be provided when you contact any of our care channels.

Alternatively, please send your complaint via post to: 

Customer Advocacy Team 
Vodafone Ireland Limited 
Dublin 18.

Code of Practice

Read more about our Code of Practice for Customer Care here

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