Vodafone Ireland code of practice
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.
Under Regulation we must have compensatory measures in place for missed/delayed installation appointments when you have an installation appointment related to a request to move your number and/or switch your internet access services. This scheme is provided as required under ComReg Decision D07/25 related to switching and porting appointments.
Minimum Quality of Service (QoS) Standards that will apply
We will offer range of Time Slots and Weekdays for an appointment.
The time slots mean our installer staff will arrive within a 5-hour window for the agreed slot.
For complex installations: two adjacent Time Slots may be offered.
We will confirm appointments via email or SMS.
Appointments will be fulfilled within the agreed Time Slot.
An appointment is considered missed if the technician does not attend during the agreed Time Slot.
An appointment is not considered missed if:
We give notice of cancellation by 3 PM the day before, or
The technician arrives, tries to contact but cannot progress as there is no premises access.
An appointment is considered delayed if:
It is rearranged before the original appointment expires.
Your new appointment must be on the same Weekday and fulfilled that day.
There are exclusions and appointments are not considered missed or delayed if affected solely by Force majeure events (including natural disasters and extreme weather), events that could not reasonably have been foreseen and events that would pose safety risks.
If your install is missed or delayed:
To avail of this scheme please complete the form below. We will review and if on investigation we find that you are entitled to compensation then we will apply €12.50 for each missed or delayed appointment under the above rules.
€12.50
If you experience missed/delayed installation appointments related to a request to move your number and/or switch your internet access services.
Communication
On receipt of your submission, you will receive acknowledgement by SMS within 48 hours advising how long the review will take. If you need assistance completing the form, please contact us on live chat or 1907.
Once the review is complete you will receive an SMS advising the outcome of your request, and where this scheme applies, we will confirm the credit was applied to your account.
Access our Compensation Request Forms
Please choose the form that applies to your situation:
Under Regulation we must have compensatory measures in place if there is a failure when we are moving your mobile or fixed number (often referred to as porting your number),or switching your Internet Access Services which essentially means cancelling existing Internet with your existing Internet Access Service Provider.
When porting your fixed or mobile number to Vodafone. We will port your number with your consent in the timeframe agreed and in any case within one working day of the date agreed.
When we get a request from another operator for a number to port away from Vodafone, we will act on the request of the gaining operator who validates your request and confirms your consent to port.
When switching your Internet Access Service to Vodafone and if you prefer us to notify your existing operator to cancel Internet Access Services, then we will only notify them to cancel once the new service has been activated by us.
When you are switching from Vodafone. If you are switching from Vodafone and your existing operator notifies us to cancel your service, subject to receiving valid details we will cancel your service within one working day of receipt of notice from your operator.
When porting or switching we will endeavour to ensure minimal or no break in service but and in any case for no more than one working day. If you advise us of an issue, then you might be entitled to compensation.
This issue could be:
a potential failure to port your number within one working day of the timeframe agreed: or
we may have cancelled your existing operator Internet Access Service before activating your Vodafone Service and you lost service for more than one working day: or
we may have failed to cancel your Vodafone Internet Access on receipt of a valid request from your new operator.
If on investigation, we find that you are entitled to compensation then we will apply €3 per day for each day up to a maximum of €30 to your Vodafone account within 5 working days of the outcome. In certain cases, we may need to refer you to another retail operator if the issue is due to a failure on their side.
€3 per day up to €30 - If we fail to port your number within one working day of the timeframe agreed.
€3 per day up to €30 - If when switching to us, we cancel your existing Internet Access Service before activating Vodafone Service, and you lose service for more than one day.
Access our compensation request forms
Communication
On receipt of your claim submission, you will receive acknowledgement by SMS within 48hours advising how long the review will take.
Once the review is complete you will receive an SMS advising the outcome of your claim, potential next steps and if compensation is due, how much credit was applied to your account.
Our code of practice does not affect your statutory 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 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 (ASA)
The ASA is an independent self-regulatory body set up to ensure the 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: adstandards.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: 01 7650100 Low Call on 1800 437 737
Address:
21 Fitzwilliam Square South
Dublin 2
D02 RD28Ireland
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 online 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
We operate a whistle-blowing mechanism called "Speak Up" for all current and former employees, contractors , service providers, agency workers, suppliers, sub-contractors, persons on work experience, trainees, self-employed persons providing services, freelance workers, shareholders, members of administrative, management or supervisory bodies including non-executives, volunteers, job-applicants and persons engaged in pre-contractual negotiations. If you see or hear behaviour which you feel may a breach of our Code of Conduct, including dishonesty, corruption, fraud, labour and human rights concerns, environmental damage, any other unethical behaviour or any relevant or suspected wrongdoing, please report it.
A report can be made by contacting our independent third party on:
Phone hotline on 1800 851 275 [from Ireland], +44 (0)1249 661 795 [international] or 0800 374199 [from the UK]
Online web report - go to EthicsPoint - Vodafone
The Digital Services Act (“DSA”) regulates online intermediaries and platforms such as marketplaces, social networks, and content-sharing platforms. Its main goal is to prevent illegal and harmful activities online and the spread of disinformation. It ensures user safety, protects fundamental rights, and creates a fair and open online platform environment.
Vodafone has certain obligations under the DSA. Articles 11 and 12 of the DSA require intermediary service providers to designate a single point of contact to enable direct communication with users and relevant European Institutions regarding the application of the DSA. These parties may contact Vodafone at dsacontact.ie@vodafone.com
As a provider of an intermediary service, Vodafone Ireland are required under Article 15 of the Digital Services Act to provide a periodic transparency report. This report contains information on orders and notices of illegal content received, and all content moderation activities that Vodafone has undertaken on its own initiative under the DSA. Read the report to learn more.
Vodafone Ireland's Code of Practice for security
Information For Parents
What are malicious communications?
Unwanted calls or texts can be a cause of stress and anxiety. Anyone can be the victim of harassing, annoying, obscene, abusive or threatening calls or messages. These may include abusive calls, random calls by pranksters, calls at night, frequent pointless calls or those where the caller says nothing, calls from former romantic interests, or calls where some threat is made against you, those with whom you live, or your property.
Under Irish legislation, the sending or making of a threatening, obscene, abusive, offensive, indecent or menacing call is illegal under Section 13 of the Post Office (Amendment) Act 1951 and Section 10 of the Non-Fatal Offences against the person Act 1997.
What can Vodafone do?
Vodafone operates a policy of zero tolerance of bullying and the sending of offensive or abusive text, picture messages or calls. In cases of persistent malicious communications that are causing needless anxiety to you, Vodafone can offer you a change of number free of charge. To do so please contact our helpdesk to request a number change for your account.
Useful advice
The following are some useful tips:
Do not reply to text or picture messages that you did not want to receive.
Be careful of who you give your mobile phone number to.
If you receive abusive messages or calls you should keep a note of the times and dates, save the message to your mobile phone.
Try not to send messages to someone when you are angry or upset but rather wait till you have calmed down and had time to think.
If you receive any more abusive or malicious calls or texts, log the number, call time, the date and any other information about the call. You may need this information if needed later for investigation.
It is important not to engage in conversation or reply to the caller or sender, as this may only encourage more malicious communications.
Mobile phones are valuable items, which unfortunately are sometimes the targets for thieves.
It is important to report your phone as stolen or lost to Vodafone as soon as possible.
How to report your phone stolen or lost
If your phone is stolen or lost, please report it to the Vodafone helpdesk on:
Bill pay - 1907
Pay as you go - 1747 (from a mobile)
Once reported, Vodafone will be able to place a bar on your account to prevent calls being made from your account until you are reissued with a new SIM card.
By quoting your handset IMEI number to us, Vodafone will be able to place a handset EIR bar (Equipment Identity Register bar) on your account. This EIR bar will register your handset on a central barring database called the Central Equipment Identity Register (CEIR), and your handset will not work on any mobile network in Ireland.
When you buy a new mobile phone, make sure to make a note of the IMEI number (to display your IMEI number on your phone, dial *#06# ) and register it with us, so that Vodafone can quickly deactivate the handset on request.
What is “spam”?
Spam is any unsolicited and generally unwelcome commercial communication used for direct marketing purposes where the sender is not entitled to send the message to you for example where the person who receives the message has no relationship with the sender of the message. In the case of mobile customers, Spam takes the form of unwanted text messages, picture messages and emails.
Most companies or individuals that send Spam are trying to sell something or promote a new product or service. For example, some will announce that you have been lucky enough to win a prize in a competition and that all you need to do is ring a certain number to learn what it is and how to collect it. Sometimes the number in question will be a premium rate number and you will either find that at the end of a long message nothing happens, or that the value of the prize is considerably less than the cost of the call.
Our position on spam
Vodafone stringently guards its customers' personal details and does not share these details with third parties for their marketing purposes. Third parties can obtain your details in a number of ways. For instance, you details may be obtained through using other services they offer or on entry into a quiz or promotion. When your details are obtained it is a legal requirement that you are given the opportunity to opt out of receiving communications. Any subsequent communications should include contact information and details on how to opt out.
The Vodafone spam reporting line
Vodafone hosts a dedicated Spam reporting line where customers can forward suspected Spam texts free of charge. After investigation, we will report cases of suspected Spam to the appropriate authorities such as the Data Protection Commissioner for further investigation.
To report suspected cases of Spam texts please forward the message to 50005.
In addition you can contact the Office of the Data Protection Commissioner to report suspected cases of Spam directly.
If you have any reason to believe that a particular image you have received might be illegal, such as child pornography, you should report it immediately to the Gardai.
The Child Trafficking and Pornography Act 1998 makes it illegal for anyone to produce, forward, publish, send, show or possess any child pornography in Ireland. Illegal images of this nature should be reported to www.hotline.ie. This service is provided by the Internet Service Providers Association of Ireland (ISPAI) for reporting any instances of child pornography on the Internet in a secure and confidential environment.
Internet Service Provider Association of Ireland
Vodafone is a member of the Internet Service Provider Association of Ireland that was formed in January 1998. The ISPAI is the leading industry representative on the Internet Advisory Board (IAB) established by the Government, which maintains a self-regulatory approach to Internet service provision in Ireland.
Members of the ISPAI are bound by a Code of Practice which requires that operators have an acceptable use policy that prohibits customers from sending messages that are likely to cause offence or any other material which is distressing, grossly offensive, indecent, obscene, menacing or in any other way unlawful. In addition, the ISPAI supports and funds the www.hotline.ie reporting line for uncovering illegal child pornography on the Internet.
For further information contact the ISPAI at www.ispai.ie or alternatively:
Name | Internet Service Providers Association of Ireland Ltd. (ISPAI) |
Address | Unit 24 Sandyford Office Park |
Tel | +353 (0)1 294 5280 |
Fax | +353 (0)1 294 5282 |
Web |
Hotline.ie reporting service
Launched in November 1999, the hotline.ie service provides an anonymous reporting service to members of the public who accidentally uncover illegal child pornography on the Internet. The www.hotline.ie service is supported and funded by the Internet Service Provider Association of Ireland (www.ispai.ie) who are committed to ensuring that Internet Services are not used to spread illegal child pornography on the Internet.
The www.hotline.ie service is a founding member of the INHOPE Association (www.inhope.org) - Internet Hotline Providers in Europe. The INHOPE Association co-ordinates the activities of the individual hotlines and through regular meetings ensure the extensive sharing of information on the best practices for the operation of an Internet Hotline and tracing of illegal child pornography.
To report suspected cases of child pornography or other forms of illegal material please report it to:
Web | |
Tel | +353 (0)1 2945280 |
Post | Hotline.ie |
IBEC Parent’s Guide for the Responsible and Secure Use of Mobile Phones. For more details, see the IBEC Code of Practice.
'The Parents’ Guide for the Responsible and Secure Use of Mobile Phones provides information to parents about how mobile phones work, and what they are capable of beyond talk and text (e.g. the internet, photography, live streaming content). The booklet has been compiled by all Irish mobile operators - under the auspices of Telecommunications Industry Ireland.
IBEC Code of Practice Mobile Phones
Parental controls for minors’ access to mobile services
Malicious or offensive person to person communications
Unsolicited commercial communications (spam) Internet access
Premium rate services
Garda blocking initiative
The Code represents the minimum common commitment of the mobile industry. Individual operators may introduce additional measures that are consistent with the Code.
Whether you are at home or on the go, Vodafone Secure Net is a unique service that can help provide protection from known viruses and harmful websites for you and your family while browsing the internet.
In addition to this, Secure Net at Home includes parental controls to help you manage digital usage on your terms. It is simple to set up and you don’t need to install any apps or software on your phone.
Find out more about Secure Net.
Call us on: 1800 225 588
To report a potential security vulnerability with a Vodafone system please email us at: securityreport.ie@vodafone.com