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					                                   (PTY) LTD
        Cellular communications worldwide


      SECOND EDITION OF
    THE CODE OF PRACTICE
   FOR CONSUMER AFFAIRS
              &
 GUIDELINES AND PROCEDURES
FOR ENQUIRIES AND COMPLAINTS




                                                            PREPARED BY:
                                                                VODACOM
                                               REGULATORY AFFAIRS DIVISION
                                                        THIRD FLOOR WEST
                                                 VODACOM CORPORATE PARK
                                                      VODACOM BOULEVARD
                                                              VODAVALLEY
                                                                 MIDRAND
                                                                                          (PTY) LTD
                                                       Cellular communications worldwide


                                 DRAFT
                            CODE OF PRACTICE
                         FOR CONSUMER AFFAIRS
                                    &
                       GUIDELINES AND PROCEDURES
                      FOR ENQUIRIES AND COMPLAINTS

FOREWORD

Vodacom is committed to you our subscribers. This Code of Practice is intended to
provide you with essential information and advice, as well as guidelines and
procedures in respect of the following: the services we offer; charging and billing;
service providers; enquiries, dispute and complaint procedures and more.


                                                   TABLE OF CONTENTS
1.   SERVICES OFFERED BY VODACOM ........................................................................................ 4
2.   SERVICE PROVIDERS .................................................................................................................. 4
  2.1   SELECTING A SERVICE PROVIDER .................................................................................. 4
  2.2   PROVISION OF SERVICE ..................................................................................................... 4
  2.3   ROLE OF THE SERVICE PROVIDER AND DEALER FOR THE PREPAID CUSTOMER
        5
  2.3.1   WHO IS THE PREPAID CUSTOMER’S SERVICE PROVIDER ..................................... 5
  2.3.2   KEEP THE PREPAID CERTIFICATE IN A SAFE PLACE .............................................. 5
  2.3.3   THE ROLE OF THE DEALER WITH REGARD TO A PREPAID CUSTOMER............. 5
  2.3.4   PREPAID SIM CARD REPLACEMENT PROCEDURE ................................................... 5
  2.4   STANDARDS OF CONDUCT EXPECTED OF THE SERVICE PROVIDERS ................... 5
3. CHARGING AND BILLING .......................................................................................................... 6
  3.1   TARIFFS .................................................................................................................................. 6
  3.2   THE CHARGING AND BILLING PROCEDURE ................................................................. 6
  3.2.1   CHARGING ......................................................................................................................... 7
  3.2.2   BILLING .............................................................................................................................. 7
  3.3   PAYING YOUR BILL ............................................................................................................. 8
  3.4   RECONNECTION OF SERVICE............................................................................................ 8
  3.5   BILLING ENQUIRIES ............................................................................................................ 8
4. CUSTOMER CARE SERVICES ..................................................................................................... 9
5. SERVICE REQUESTS .................................................................................................................... 9
6. QUALITY OF SERVICE INFORMATION RELATING TO VODACOM NETWORK
SERVICES ............................................................................................................................................. 10
7. COVERAGE .................................................................................................................................. 10
8. EMERGENCY SERVICES ........................................................................................................... 10
  8.1   EMERGENCY SERVICES 112............................................................................................. 10
  8.2   VODACOM 147..................................................................................................................... 10
9. ENQUIRY, COMPLAINT AND DISPUTE PROCEDURES ....................................................... 11
  9.1   GENERAL ............................................................................................................................. 11
  9.2   TIMEFRAME ......................................................................................................................... 11
  9.3  ENQUIRIES ........................................................................................................................... 11
  9.4  COMPLAINTS ....................................................................................................................... 11
  9.5  DISPUTES ............................................................................................................................. 12
10.   CONTACT DETAILS ................................................................................................................ 13
1.     SERVICES OFFERED BY VODACOM

Vodacom provides a wide variety of cellular telecommunication products and
services . Should you require more information about these services or their proper
use, please refer to the Vodacom GSM Network Manual or the Prepaid Starter Pack.
A variety of informative brochures are available for additional information and can be
sourced from the Vodacom Web-site www.vodacom.net, and Vodacom Customer
Care (See Contact Details).

2.     SERVICE PROVIDERS

Vodacom wholesales airtime on its network to “service providers”, who in turn retail
this airtime to private or corporate users either directly or via a network of cellular
dealers.

2.1    SELECTING A SERVICE PROVIDER

Vodacom provides Customers with a cellular service with a wide variety of different
value added services.

The Service Provider connects you to this network by allowing you to sign a contract
and issuing you with a cellphone and SIM card.

They also provide you with the services around your contract, your billing as well as
customer support services.

Most of your cellular business will be done through your service provider, so make sure
they offer all the services you need.

They will handle most of your queries relating to adjusting your service package on
request, updating your personal details on their database and where necessary deal
with any complaint that you may have.

For a list of service providers and their contact details you can contact Vodacom
Customer Care, find it in the latest copy of the Vodaworld magazine, find the
information at the back of the most recent Vodacom Tariffs brochure or look on the
Internet.

2.2    PROVISION OF SERVICE

To enable you to use the Vodacom service, please contact any one of Vodacom’s
service providers, who will furnish you with the terms and conditions of contract
under which they will provide the service to you, as well as copies of the appropriate
forms you are required to sign. Service providers will provide the service under their
own contracted terms and conditions and in accordance with their own published
tariffs, which will not exceed Vodacom’s lodged tariffs. Service providers are also
permitted to provide cellular telephones (“handsets”), and other services and
apparatus, again in accordance with their own terms, conditions and charges. These
charges are not regulated. It is very important that you familiarise yourself with the
contract provisions, which will set out all the rights and obligations of the service
provider and yourself.
2.3  ROLE OF THE SERVICE PROVIDER AND DEALER FOR THE PREPAID
CUSTOMER

Vodacom also supplies a GSM mobile cellular service to Prepaid Customers through
their Services Providers. Service providers retail this prepaid service to Customers
directly or via their Dealers.

Vodacom supports its prepaid service through this extensive network of service
providers and dealers, who are able to assist the customer with all product and service
difficulties. The service provider therefore provides a service to Prepaid Customers
effectively allowing access to the network and providing technical support and other
customer related support services. You can also call our Prepaid customer care on 114
for assistance.

2.3.1    WHO IS THE PREPAID CUSTOMER’S SERVICE PROVIDER

The Prepaid Certificate inside the Prepaid Starterpack will identify who the
appropriate Service Provider is.

2.3.2    KEEP THE PREPAID CERTIFICATE IN A SAFE PLACE

It is important to keep your Prepaid Certificate in a safe place to refer back for your
PUK number or a SIM replacement. It serves as proof of ownership ofin the event of
your Prepaid SIM being lost, stolen, defective or when any passwords or PINs need
to be reset. It proves ownership of that particular Prepaid SIM.

Neither Vodacom, nor the service provider is liable for any loss or damage arising
from the loss of the Prepaid Certificate.
2.3.3    THE ROLE OF THE DEALER WITH REGARD TO A PREPAID CUSTOMER

For Prepaid Customers a Dealer, Retailer or Walk-In Centre is the first point of
reference. These service points will assist you with any of your prepaid requirements
and will liaise with your service provider. They will be able to assist you with any SIM
Swap should your SIM card become faulty.

2.3.4    PREPAID SIM CARD REPLACEMENT PROCEDURE

A SIM swap allows you to change your SIM card and retain your existing prepaid
number. Remember to have your Prepaid Certificate ready, as it is proof of
ownership of your Prepaid SIM. Once you have supplied a copy of the Prepaid
Certificate to your dealer, and purchased the replacement SIM card, you will be
reconnected to the Vodacom network promptly.

2.4      STANDARDS OF CONDUCT EXPECTED OF SERVICE PROVIDERS

sService providers are expected to at all time:

     Provide efficient and effective service to all their customers.
     Employ qualified staff who will properly provide for the needs of all customers and
      potential.
     Provideproper instructions in the operation and maintenance of any customer
      cellular equipment and in the operation and replacement of SIM cards and value-
      added services;
         Provide reasonable and adequate customer care and after sales service as well
          as efficient competent installation, and maintenance of cellular equipment.
     Comply with all requirements, of Vodacom’s mobile cellular telecommunications
      service licence, (licence), applicable to Vodacom and its service providers.
     Comply with any instructions given by Vodacom in relation to the method of
      allocating subscriber numbers or SIM cards to subscribers.
     Make freely available to the public the standard prices, terms and conditions upon
      which the service providers provide the Vodacom service to customers and
      potential customers as well as the standard charging, terms and conditions of the
      prepaid package to customers and potential customers.

     Maintain a suitable quality management system which meets the requirements of
      Vodacom in order to demonstrate proper control of the provision of services to
      customers.
     Afford customers the opportunity to resolve complaints in respect of the service by
      way of procedures established or prescribed in terms of the licence or as agreed
      with Vodacom.
     Use its best endeavours to ensure that any cellular equipment connected by the
      service provider to the Vodacom network shall comply with GSM standards as they
      apply to the Republic of South Africa and is subject to type approval.
     Use all reasonable endeavours to ensure that information obtained or received in
      the provision of the Vodacom service is kept confidential, not disclosed or made
      accessible to third parties or used otherwise than for the purpose of furtherance of
      the Vodacom service unless such information is freely available to the public or is
      required by law or in terms of the licence.
     Not directly or indirectly communicate any information about a customer to anyone
      other than in the normal course or conduct of the business of the service provider or
      as required by law or in terms of the licence.
     To the extent required by the licence not show any undue preference to, or exercise
      undue discrimination against any person or class or description of persons in
      respect of the provision of any Vodacom service.
     Comply with the code of practice for consumer affairs as prescribed by Vodacom
      from time to time.

3.        CHARGING AND BILLING

3.1       TARIFFS

Vodacom’s tariffs are lodged and approved by Independent Communications
Authority of South Africa (ICASA). All Vodacom tariffs and fees relating to
telecommunications services must be lodged with ICASA. Lodged tariffs are
maximums which may not be exceeded. Vodacom publishes a brochure containing
Vodacom’s prevailing tariffs which are always within the lodged maximums. The
Prepaid tariffs are published in the Prepaid brochures as well as on other information
leaflets/brochures provided from time to time.. These brochures are subject to
amendment and are available, upon request, at all service provider outlets, from
Vodacom Customer Care as well as on Vodacom’s web-site on the Internet
www.vodacom.net.



3.2       THE CHARGING AND BILLING PROCEDURE
3.2.1   CHARGING

Service providers are entitled to charge you an initial connection fee, a monthly
access charge, a charge per call, as well as for additional services. Service providers
may also, in certain circumstances, require you to pay a deposit before connecting
you to the network. This deposit is a contractual fee, between you and your service
provider and is related to risk management. It therefore does not form part of the
charge related to the provision of the telecommunication service and is thus not
regulated. For an updated summary of charges please see the abovementioned
Vodacom Tariffs brochure, available upon request from any service provider outlet,
Vodacom Customer Care or the Vodacom Web-site.

Please note that each telecommunications network (i.e. Vodacom, MTN and Telkom)
has its own toll-free numbers. A number which is toll-free on one network, may be
charged for on another. The network on which a call originates determines whether a
“toll-free” number dialed, will in fact be free of charge. Please contact Vodacom
Customer Care for details of toll free services on the Vodacom Network.

3.2.2   BILLING

Your service provider will be able to advise you specifically on the charges for your use
of the Vodacom network. Nevertheless, you will generally be billed monthly for access
charges, call charges and operator service charges. Charges for subscriber equipment,
additional apparatus and additional services may also be incorporated on the same bill,
but will be identified separately.

Prepaid users should note that, should the time window expire, neither Vodacom nor
the service provider can be expected to reinstate or refund any lost credit. The onus is
on you the customer to monitor the time window period and ensure that this does not
happen. To check your time window simply dial 100 and pressing 2 to listen to the
expiry date.

If you are a contract subscriber, your service provider must, upon your request and as
part of the service provided to you, supply a personalised account with itemised call
charges, which will usually include the following detail for each call, made:

-       The date and time of the call.
-       The number called.
-       The duration of the call.
-       The total charge for that call.

Your service providermay charge the maximum, lodged levy as an additional charge.

Please note that a printed personalised account cannot generally be made available to
Prepaid customers. This is due to the anonymity of the prepaid service. Prepaid
customers may check their balance at any time free of charge by dialling 5151 for a
voice recording or *100# for a display of their balance on their cellphone’s screen.
Alternatively log on to Vodacom4me.co.za to check a mini itemized bill for your prepaid
account.
However, should you have an account enquiry, please call the Prepaid Customer Care
line (114) who will assist you telephonically by providing more detailed account
information.
3.3     PAYING YOUR BILL

Your bill should be paid promptly to your service provider on the date specified in your
contract with your service provider. Monthly charges are most conveniently paid by way
of a direct debit mandate. Such facilities ensure timely payment if you are away from
home or away on business for an extended period. This will enable your service
provider to keep costs and therefore prices to a minimum.

If you are faced with a bill, which, as a result of unusual domestic or business
circumstances, you are unable to pay in full when it is presented, you should contact
your service provider immediately. This may prevent disconnection of your Vodacom
Service, as well as further legal action being taken against you to recover the
outstanding payment. However, steps taken in this regard would be entirely at the
discretion of your service provider.

3.4     RECONNECTION OF SERVICE

If you have been disconnected due to your default to pay your bill, a reasonable fee
may be charged by your service provider to disconnect and/or reconnect you after
payment of money in arrears. These fees are to cover the administration related to the
disconnection and/or reconnection, subject to the contract between you and your
service provider. The service provider has the right to refuse to reconnect you to the
Vodacom Service in the case where the disconnection occurred on grounds of your
default to pay your bill. The service provider may also require that you pay a security
deposit prior to reconnection, this deposit relates directly to risk management. Subject
to the above, please note that your service provider may not charge a disconnection
and/or reconnection fee if you have given due notice of cancellation upon expiry of the
initial contract period.

If you are of the opinion that you have been wrongfully disconnected or charged for
disconnection and/or reconnection you should explain the circumstances to your service
provider. If so, the service provider will arrange to adjust your next bill. Please note that
the disconnection and reconnection fees are contractual fees levied by the service
provider in terms of your contract and are therefore not regulated and subject to lodged
maximums.

3.5     BILLING ENQUIRIES

Vodacom has installed the most modern metering apparatus in each of its Switching
Centres. Our computer switch, records the number dialled and the duration of the call.
Queries in respect of calls connected by Vodacom will be checked from our record of
faults and the toll ticketing system, which recorded your call. If a fault affecting the
charge for the call is found, we will inform your service provider, and your bill will be
adjusted accordingly. Vodacom endeavours to ensure that the billing information
supplied to your service provider is complete and accurate.

All enquiries with regard to a bill or an account should always first be directed to your
service provider. Should their answer not satisfy you, please follow the dispute
procedure as set out in paragraph 11 below.

Please note that should you request a personalised account with itemised call
charges, for enquiry purposes, your service provider may charge you an additional
charge up to the lodged maximum. Furthermore, as indicated above, a personalised
account is not available to Vodago customers, but you may dial 114 for account
information.
Furthermore, some service providers may require that, if you the customer requests
a personalised account with itemised call charges on a once off basis, he/she will
have to do so in writing.

4.     CUSTOMER CARE SERVICES

Vodacom Customer Care is available 24 hours a day, 7 days a week (including public
holidays) and provide a variety of services and facilities. These services include
directory enquiries (dial 110), general advice and assistance or customer care (dial
111), Prepaid assistance (dial 114Calls to 111, 114 and are free of charge, while 110 is
charged at the general service call rate for the tariff plan concerned.

Value added services include through-connect and re-connect. Through- connect is
available on directory enquiries (dial 110). The operator will connect you to the number
you requested. Customers cannot be connected to international numbers. Whilst on the
through-connect call, the customer pays a double rate for the call.
Reconnect can be used when a contract customer, who initiated the call, has dropped
a connected call. The customer can then dial the reconnect number (119) and will then
be re-connected to the previously dialled number. The first minute of the re-connected
call will be free. A call to the Re-connect number is a free call from your Vodacom
cellphone. This service is not yet available to Prepaid customers.

If you are unable to make a call successfully, the Vodacom consultant will, if
possible, assist you to obtain the service you require. If you are unable to make a
call from a Vodacom cellular phone you may call Vodacom Customer Care by dialing
082 111 from a Telkom phone. This is not a free call..

The service providers also have their own customer care services. These services
may not be available 24 hours a day, and the times when these services are
available may differ depending on the service provider. Some of these services may
also have a cost involved. Please enquire from your service provider about the
availability and the nature of these services as well as the relevant costs involved.

5.     SERVICE REQUESTS


Requests for Service on the Vodacom Network should be reported to Vodacom’s
Customer Care Centre by dialling 111. Service affecting problems on the Vodacom
network are likely to be specific to one area, and service will probably be restored
when you move to an area covered by another radio base station.

Vodacom Customer Care is informed of all service affecting problems on the network
when detected by the Network Management Centre. Whenever Vodacom Customer
Care is aware of a disruption in service, all the service providers’ customer care
managers will be informed of both the status of the break in service and, if possible,
when the service is expected to be available again.
Please inform Vodacom Customer Care in the event of unavailability of the Vodacom
service at any time.
Should the Customer Care Consultant not be able to assist you, they will log a fault
electronically. The internal fault management procedure stipulates that you will be
contacted no later than 24 hours after reporting a fault. This will be via your
cellphone or alternatively via a text message, e-mail or fax.
Before reporting a fault on the network, try to make a call using another cellular
telephone connected to the Vodacom network. If you are successful, it is likely that it is
your subscriber equipment or associated apparatus that is faulty. Under its Licence,
Vodacom is only responsible for maintaining the Vodacom Network. Phone unit faults
should be reported to your service provider’s fault repair service or to whoever supplied
you with the phone or to the handset manufacturer. Please read your contract to
determine whether a guarantee or a separate maintenance contract covers the
equipment. If not, you will be required to pay for the work done in correcting the fault
with your handset.


6.  QUALITY OF SERVICE INFORMATION RELATING TO VODACOM
NETWORK SERVICES

Vodacom measures network quality according to the following parameters: network
availability, call success rate and call retention rate. We consistently aim for a
network availability of 99.5%, a call set up success rate of 95% and a call retention
rate of 98%.

7.     COVERAGE

The areas where Vodacom provide coverage are indicated on the Vodacom
Coverage Map. The coloured areas indicate where, in most circumstances, it should
be possible to make and receive calls on the Vodacom Network using a 2-watt
cellphone. Coverage in peripheral areas may still be found some distance beyond the
areas shown on the map. There are small areas where service may be adversely
affected or unobtainable due to building structures and topographical and other
factors. While outdoor coverage using a handheld portable is generally assured,
indoor coverage is dependent on the building structure and the signal loss it causes.
Vodacom updates the Coverage Map on a regular basis. The most recent copy of the
Vodacom Coverage Map is available from your service provider or on Vodacom’s
www.vodacom.net.

8.     EMERGENCY SERVICES

Vodacom provides access to a number of 24-hour emergency services and has
teamed up with some world class companies to provide fast, efficient and
professional emergency services to you.

8.1    EMERGENCY SERVICES 112
This number can be dialled on any GSM network and is toll free. When dialling
this number you will be connected to any of the 5 primary emergency services:
     Ambulance
     Fire brigade
     Police
     Sea-rescue
     Traffic services


8.2    VODACOM 147
This number can be dialled only on the Vodacom network and is not toll free.
Although not necessary for the use of the service, you may register to provide
147 with personal details such as blood type, allergies and GP’s name and
number. When dialling this number you will be in contact with a control centre
operated by trained personnel. Services offered are:
medical service
home assistance
legal assistance
road assistance.
You, the customer will be responsible for all costs incurred.


9.     ENQUIRY, COMPLAINT AND DISPUTE PROCEDURES

With regard to enquiries, disputes and complaints, Vodacom will endeavor to provide
first call resolution where possible. In matters concerning your contractual
arrangement with your service provider, Vodacom may act as a mediator in an
attempt to resolve your problem. Thus, any assistance Vodacom may offer is solely
to act as mediator in attempting to resolve your problem. The ultimate responsibility
for resolving your queries lies with your service provider .
In the unfortunate case where a problem arises, Vodacom and its service providers
will follow the procedures outlined below in attempting to resolve your enquiry,
complaint or dispute expeditiously:

9.1    GENERAL

The enquiry/complaint will be attended to in a professional manner and within a
specified time frame. The quality of information disclosed should be relevant,
applicable, correct and up-to-date.

9.2    TIMEFRAME

Vodacom and their service providers endeavor to answer calls promptly and give
feedback on faults to customers within 24 hours. Remember that we will contact you
within 24 hours, even if it may not always be possible to solve your problem within 24
hours. If, after following the enquiry/complaint procedure with your service provider
and/or Vodacom Customer Care set forth in 11.3 and 11.4, if you are still not satisfied
the dispute procedure set forth in 11.5 can be started. It will take up to 1 month to be
finalized.

9.3    ENQUIRIES

All enquiries should first be directed to your service provider, either by phoning their
customer care line or by going directly to one of their outlets. You can also contact
Vodacom Customer Care on 111. If you are a Vodago user please call the Prepaid
Customer Care line (114). Should your service provider not satisfy your request,
please follow the dispute procedure as set out in 11.5 below.




9.4    COMPLAINTS

Vodacom wants to know when you are dissatisfied with the service you receive, in
order for us to attempt to rectify matters. Therefore, where you feel you have a
grievance on any aspect of Vodacom’s or your service provider’s service, you should
first contact the service provider with whom you have a contract of service, either by
phoning their customer care line or by going to one of their outlets. If the service
provider cannot assist you immediately, they will log a fault and attempt to resolve
your complaint and give you feedback within 24 hours. Please note that in some
instances, where you are experiencing a network-related problem, your service
provider might refer you to Vodacom’s Customer Care Centre (111). Should the
answer you receive not satisfy you, please follow the dispute procedure as set out
below.

If you are a Vodago user and your complaint is about a Starter Pack or recharge
voucher, you should contact the dealer or outlet where you purchased the product.
However, please call the Prepaid Customer Care line (114) with regard to all other
complaints.

9.5    DISPUTES

If you are of the opinion that your problem did not receive the attention it deserved,
request to speak with the Customer Care Supervisor at your service provider. If your
service provider has referred you to the Vodacom Customer Care Centre request to
speak to the Customer Care Supervisor. The operator will put you through to either a
Supervisor or the Supervisor Client Information Centre. The Supervisor will readily
and courteously attempt to resolve your complaint. Please be advised that there will
be instances, due to the nature and complexity of the problem or complaint, where a
Supervisor will need time to investigate the matter. The Supervisor or his/her
nominee will get back to you as soon as possible, but in any event within 24 hours.

However, should you still be dissatisfied, please contact the Customer Care Manager
at your service provider, Vodacom Customer Care or at the Vodago Customer Care
Centre who will analyse the steps taken, and if necessary personally deal with the
complaint.

Should you still be dissatisfied with the outcome of the above process and have
exhausted all other options, you may request that your Service Provider/Vodacom
Customer Care forward your complaint to Vodacom’s Customer Complaint Forum.
The request as well as the complaint must be forwarded to the relevant Customer
Care Manager in writing. The Customer Complaint Forum will review the complaint
by analysing the steps taken by the Network and/or service provider to resolve the
complaint and advise an outcome. The Customer Complaint Forum will only review a
complaint forwarded to them by the Service Provider or Vodacom Customer Care
once it has gone through the complaint procedure as stipulated above.

As a last resort, should you still be dissatisfied, after giving Vodacom the opportunity
to resolve your complaint, you may either institute legal proceedings against your
service provider in terms of the legal contract with your service provider, or you may
lodge your complaint with the Independent Communications Authority of South Africa
(ICASA). ICASA’s address and telephone number will be supplied to you by
Vodacom’s Customer Care, or can be found in the government pages of the
Johannesburg Telephone Directory.
10.   CONTACT DETAILS

VODACOM CORPORATE OFFICES
Tel. +27 (0) 11 653 5001                 Private Bag X9904
Vodacom Corporate Park                   Sandton
082 Vodacom Boulevard                    2146
Vodavalley
Midrand

VODACOM WEB-SITE
www.vodacom.net

VODACOM CUSTOMER CARE LINE
Cell. 111 (Toll Free)                    Tel. 082 111

PREPAID CUSTOMER CARE LINE
Cell. 114 (Toll Free)

COMMUNITY SERVICE QUERIES
Cell. 199 (Toll Free)

SERVICE PROVIDERS
Contact Vodacom Customer Care for this
information

				
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