Customer Care Service Standards, Guidelines & Procedures


FOREWORD

Vodacom Lesotho is committed to you our subscribers and customers. This Code of Practice is intended to provide you with essential information in respect of the following: the services we offer; charging and billing; enquiries; disputes; complaint procedures and more.

 

Table of contents

            1.            SERVICES OFFERED BY VODACOM LESOTHO

 

            2.            THE  ROLE OF VODACOM AND ITS DISTRIBUTION AGENTS TO THE CUSTOMER

2.1       VODACOM’S ROLE TO PREPAID CUSTOMERS

2.1.1    THE PREPAID CERTIFICATE

2.1.2    PREPAID SIM CARD REPLACEMENT PROCEDURE

2.1.3    STANDARDS OF CONDUCT EXPECTED IN THE PROVISION OF THE SERVICES BY THE DISTRIBUTOR TO THE VODACOM LESOTHO CUSTOMERS

 

3.         CHARGING AND BILLING

3.1       TARIFFS

3.2       THE CHARGING AND BILLING PROCEDURE

3.2.1    CHARGING

3.2.2    BILLING

3.3       PAYING YOUR BILL

3.4       RECONNECTION OF SERVICE

3.5        BILLING ENQUIRIES

 

            4.         CUSTOMER CARE SERVICES

 

5.         FAULT MANAGEMENT SERVICES

 

6.         QUALITY OF SERVICE INFORMATION RELATED TO VODACOM NETWORK SERVICES

6.1       WHAT TO DO WHEN THE VODACOM LESOTHO SERVICE IS UNAVAILABLE

 

7.         COVERAGE

 

8.         ENQUIRIES, COMPLAINTS AND DISPUTE PROCEDURES

8.1       GENERAL

8.2       ENQUIRIES, QUERIES AND GRIEVANCES

8.3       COMPLAINTS

8.4       DISPUTES

 

 

            1.            SERVICES OFFERED BY VODACOM LESOTHO

Vodacom Lesotho operates a GSM mobile national and international voice and data network as well as Mobile Financial Services (M-Pesa). Vodacom Lesotho therefore provides a wide range of communications services and products which include: national and international Voice and Data services to its prepaid and post paid subscribers and connectivity to its network using various technologies including WI-MAX, 3G, LTE and leased lines for dedicated bandwidth to its corporate clients.

Should you require more information about these services or their proper use, please contact Vodacom Lesotho Customer Care.  A variety of informative brochures are available from your Distributors and Vodacom. Additional information can also be sourced from the Vodacom Lesotho website. (See contacts below.)

            2.            THE ROLE OF VODACOM AND ITS DISTRIBUTION AGENTS TO THE CUSTOMER

Vodacom Lesotho and its distributors sell and distribute airtime in physical and electronic recharge vouchers, starter packs and terminal equipment (laptops, handsets, modems etc). Airtime is distributed in the form of vouchers, giving the bearer of the voucher use of the voucher at approved tariffs. Airtime vouchers are distributed in fixed amounts and every airtime voucher has a serial number and pin code. Vodacom vouches to protect its customers or consumers from unfair business practices, to provide customers or consumers with a copy of a service agreement or contract at the commencement of offering a service.

            2.1.        VODACOM’S ROLE TO PREPAID CUSTOMERS

The Customer Care is usually the first point of reference for the prepaid customer. This office will therefore assist the customer whenever possible. For more information on customer care, refer to section on customer care below.

            2.1.1   THE PREPAID CERTIFICATE

It is of cardinal importance that you keep the prepaid certificate in a safe place in order to refer back to it, should you need your PUK number, a SIM replacement etc. The prepaid certificate will also serve as proof of ownership in the event of the prepaid SIM being lost, stolen and defective or when any passwords or PINs have to be reset.  Please note that neither Vodacom Lesotho nor its agents shall be liable for any loss or damage arising from the loss of the Prepaid Certificate.

            2.1.2    PREPAID SIM CARD REPLACEMENT PROCEDURE

Should a prepaid customer need to replace his SIM card, he should contact Vodacom to replace the SIM card. The Prepaid Certificate should be available as proof of ownership of the prepaid SIM card. The customer will also be required to bring their identity documentation for purposes of verifying their identity and will be reconnected to the Vodacom Lesotho network promptly. The customer will further be asked questions which are intended to ascertain title to the SIM card.

            2.1.3      STANDARDS OF CONDUCT EXPECTED IN THE PROVISION OF THE SERVICES BY DISTRIBUTION AGENTS TO VODACOM LESOTHO CUSTOMERS

The distributor is expected at all times to:-

·         Provide efficient and effective service to all subscribers and customers.

 

·         Employ such qualified staff as will properly provide for the needs of contract subscribers, potential subscribers and prepaid customers.

 

·         Provide subscribers and potential subscribers with:

-          Proper instruction in the operation and maintenance of any subscriber equipment and in the operation of value-added services;

-          Reasonable and adequate customer care and efficient and competent installation, and after sales service. (It must be noted however that maintenance of handsets will only be effected on equipment purchased through Vodacom Lesotho channel).

 

·         Comply with all requirements of the Vodacom Lesotho’s Operation of mobile Systems and the Provision of Mobile Services licence (licence) as amended; which are applicable to Vodacom Lesotho.

 

·         Comply with any instructions given by Vodacom Lesotho 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 they provide Vodacom Lesotho services to subscribers and potential customers.

 

·         Maintain a suitable quality management system, which meets the requirements of Vodacom Lesotho in order to demonstrate proper control of the provision of services to subscribers.

 

·         Afford customers the opportunity to resolve complaints in respect of the services by way of procedures established or prescribed in terms of the licence or as agreed with Vodacom Lesotho.

 

                 ·   Use all reasonable endeavours to ensure that information obtained or received in the provision of Vodacom Lesotho service is kept                      confidential not disclosed or made accessible to third parties or used otherwise than for the purpose of the furtherance of the Vodacom                   Lesotho service unless such information is freely available to the public or is 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 a person or class or                    description of persons in respect of provision of any Vodacom Lesotho service.

 

               ·   Comply with the code of practice for customer affairs as prescribed by Vodacom Lesotho from time to time.

 

            3.            CHARGING AND BILLING

 

            3.1.        TARIFFS

 

Vodacom Lesotho tariffs are regulated by Lesotho Communications Authority (the Authority). Vodacom publishes brochures that contain Vodacom Lesotho’s prevailing tariffs. These brochures are subject to amendment from time to time and are available, at all Vodacom Lesotho outlets.  You may visit Vodacom Lesotho website for more information (see contact details below)

 

            3.2.        THE CHARGING AND BILLING PROCEDURE

 

            3.2.1.    CHARGING

Vodacom Lesotho is entitled to charge an initial connection charge, a monthly access charge, a charge per call/data download as well as for additional services. Vodacom Lesotho may also in certain circumstances require the payment of a deposit before a customer gets connected to the network. This deposit is a contractual fee between the customer and Vodacom Lesotho and is intended to mitigate risk. It therefore does not form part of the charge related to the provision of the communication service and is thus not regulated. For an updated summary of charges, please call Vodacom Lesotho Customer Care or visit the Vodacom Lesotho website.

 

It should be noted that each communications network (Vodacom Lesotho and Eco-net Telecom Lesotho) has its own toll free numbers, a number that is toll-free on one network may be charged for on the other. The network on which the call originates determines whether a toll-free number dialed, will in fact be free of charge. Please contact Vodacom Lesotho customer care for details of toll-free services on the Vodacom Lesotho network.

 

            3.2.2.    BILLING

            3.2.2.1 Prepaid:

Prepaid users should note that, should the time window for purchased airtime voucher expire, Vodacom Lesotho is not expected to reinstate or refund any lost credit. The onus is on the subscriber to monitor the time window period. The customer can call customer care line (114) to check the time window expiry. 

 

 

 

 3.2.2.2 Contract:

 

Vodacom Lesotho will be able to advice you specifically on the charges for your use of its network. Nevertheless you will generally be billed monthly for access/subscription 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.

 

Vodacom Lesotho as part of the service provided to you shall on a monthly basis provide you provide with a personalised  account with  itemised call charges/data usage charges which will usually include the following detail for each call, made(for call charges):

 

-          The date and time of the call

-          The number called

-          Duration of the call

-          The total charge for that call

-          Total monthly bill

3.2.2.3 Data usage

-The date and time of the connection

-The duration and Volume of the connection

-Total charge of each connection

-Total monthly bill

 

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 151 for a voice recording or *100# for a display of their balance on their cellphone’s screen. Furthermore, many handsets will provide electronic records of the past ten calls made with the unit. However, should you have an account enquiry, please call the customer care line (114) that will assist you telephonically by providing more detailed account information.

3.2.2.4 Network Access

Network access customers shall be invoiced on a monthly basis depending on the type of contract that they have with Vodacom Lesotho. Customers must make sure that their invoices are well in accordance with their contract. This will usually be the monthly subscription that the customer has contracted with Vodacom.

 

 

 

            3.3.        PAYING YOUR BILL

Your bill should be paid to Vodacom Lesotho on or before the date specified on your bill or in your contract with Vodacom Lesotho. If you are placed 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 nearest Vodacom Lesotho office, complete a request a per the complaint form to be resolved by Vodacom. This may prevent disconnection of your 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 Vodacom Lesotho.

            3.4.        RECONNECTION OF SERVICE

If you have been disconnected due to your default to pay your bill, a reasonable fee may be charged 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 Vodacom Lesotho. Vodacom Lesotho has the right to refuse to reconnect you to the service in the case where the disconnection occurred on the grounds of your default to pay your bill. It may also require that you pay a security deposit prior to reconnection, which deposit relates directly to risk management. Subject to the above please note that Vodacom Lesotho may not charge a disconnection and/or reconnection fee if you have given due notice of cancellation upon expiry of the initial contract period and or any subsequent extensions thereof.

If you are of the opinion that you have been wrongfully disconnected or charged for disconnection and/or reconnection you should complete a Customer Complaint Form explaining the circumstances to Vodacom Lesotho. If found to be the so, Vodacom will arrange to adjust your next bill. Please note that the disconnection and reconnection fees are contractual fees levied by Vodacom Lesotho in terms of your contract and are therefore not regulated and not subject to approved tariffs.

            3.5.        BILLING ENQUIRIES

Queries in respect of calls connected by Vodacom Lesotho will be checked from our record of faults and the toll ticketing system which recorded your call. If fault affecting the charge for the call is found, your bill will be adjusted accordingly. Vodacom Lesotho endeavours to ensure that the billing information supplied is complete and accurate.

All enquiries with regard to a bill or an account should be directed to Vodacom Lesotho’s credit control department. Please note that should you request a personalised account with itemised call charges, for enquiry purposes, Vodacom Lesotho may charge you an additional charge up to the approved tariffs. Furthermore, as indicated above, a personalised account is not available to prepaid customers, but you may dial 114 for account information.

            4.            CUSTOMER CARE SERVICES

Vodacom Operator Services are available 14 hours a day, seven (7) days a week (including public holydays).A variety of services are provided therein and they include customer care and prepaid assistance (dial 114); Roaming self-service activation (dial 1182). Calls to 114 and 1182 are free of charge.

If you are unable to make a call successfully, the Vodacom Lesotho operator will, if possible assist you to obtain the service you require.

            5.            FAULT MANAGEMENT SERVICES

 

            5.1       Handset users

Faults in the Vodacom Lesotho network relating to voice services should be reported to Vodacom Lesotho customer care. Such faults are likely to be in one area and service will probably be restored if you move to an area covered by another radio base station. Should the customer care operator 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 cell phone 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 phone connected to the Vodacom network. If you are successful, it is likely that it is your subscriber equipment or associated apparatus which is faulty. Under its licence, Vodacom Lesotho is only responsible for maintaining the Vodacom network. Phone unit faults should be reported to your fault repair service or to whoever supplied you with a phone or to the 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.

  5.2         Network Access

Vodacom remains responsible for maintenance of the portion of the service which is under its direct control and within its domain.  Vodacom will therefore not be liable for faults found to be the responsibility of other links even though assistance with fault clearance will always be available. Where the customer detects a fault, they must contact Vodacom Customer Care to report the same. The reporting customer must give full details of their link. 

 

  6.            QUALITY OF SERVICE RELATED TO VODACOM NETWORK SERVICES

Vodacom measures network quality strives to meet quality of service standards set by the Lesotho Communications Authority from time to time.

 

              6.1         WHAT TO DO WHEN THE VODACOM LESOTHO SERVICE IS UNAVAILABLE

 

Vodacom Lesotho Customer Care always has information on all service affected problems on the network when detected by the Network Management. Whenever Vodacom Lesotho Customer Care is aware of a disruption in service, all the 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.

In the event of unavailability of the Vodacom Lesotho service, please contact Vodacom Lesotho Customer Care to inform Vodacom of the problem and to get more information on the said service unavailability.

  6.1.1      Handset / Modem users

The Vodacom Lesotho network uses the most up-to-date equipment and provided you are making a call or accessing any internet service in an area where service is available; you should not experience any difficulties or poor service.

 However, if you experience difficulties, hang up, check that you are receiving signal on your cellular phone and then redial. If you still experience difficulties, call the Vodacom Lesotho Customer Care Centre.

If you are using any other equipment to which your modem is connected please contact the nearest Vodacom Lesotho service centre to complete a Customer Complaint form for assistance with trouble shooting to identify the source of the problem. You will thereafter be contacted within a period of 24 hours on the details provided by you on the said form for due advise / and or resolution of the fault.

6.1.2    Network Access users

            Service Level Agreements are signed with all network service users which define the points of contact for resolution of faults relating to access to the Vodacom Lesotho network. Users of these services are therefore required to contact the specified contacts at the Vodacom offices to log their requests for resolution of faults.

            7.            COVERAGE

The areas where Vodacom Lesotho provides coverage are indicated on the Vodacom Lesotho coverage maps. 

8.        ENQUIRIES, COMPLAINTS AND DISPUTE PROCEDURES

 

8.1.GENERAL

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

8.2.ENQUIRIES, QUERIES AND GRIEVANCES

 

Vodacom Lesotho wants to know when you are dissatisfied with the service you receive, in order for us to try to rectify matters. Therefore, where you have a grievance, query or a complaint on any aspect of Vodacom Lesotho services or network, you should first contact Vodacom either by phoning or going to one of its outlets. Furthermore a Vodacom operator will provide a copy of Vodacom’s complaints procedures to any customer who requests a copy; in addition there will be a copy on the Vodacom website. Should you not be satisfied with the response received, please follow the complaints and dispute procedure as set out below.

All enquiries should be directed to Vodacom Lesotho, either by phoning or going directly to one of our offices. You can also contact Vodacom Lesotho customer care on the contacts specified below.


 

8.3.COMPLAINTS TO BE LODGED AS PER CUSTOMER COMPLAINT FORM

8.3.1    Lodging a Complaint

In the event that you are not satisfied with the manner and or attention that was given to your problem or query, visit your nearest Vodacom office and request a customer complaint form to fill for lodging a formal complaint with Vodacom. This form will also be available to you for any complaint that you may wish to lodge with Vodacom. The Customer Care consultant or person who gives you the form will readily and courteously attempt to resolve your complaint. Upon receiving a complaint, the Customer Care consultant will register the complaint and allocate it a reference number that will enable you as a complainant to refer to in any further contact with Vodacom. When lodging a complaint, you should provide the Customer Care consultant with your name and account number, your contact details and nature of your complaint.  Please be advised that there will be instances, due to the nature and complexity of the problem or complaint, where such person will need time to investigate the matter. They will however get back to you as soon as possible, but in any event within 24 hours. Should you still be dissatisfied with the outcome of the above process and have exhausted all other options, you may request to further escalate your complaint. As a complainant, you should also keep a proper record of a copy of all correspondence with Vodacom, the date and time that the complaint was communicated to Vodacom and the name of the customer care consultant who attended your complaint, as well as the action promised to address the situation.

8.3.2    Time Frame for resolution of complaints.

Vodacom Lesotho and its Distribution agents endeavour to answer complaints promptly and give feedback to customers within 24 hours. Remember that we will contact you within 24 hours even if it may not always be possible to resolve your problem within 24 hours. Vodacom however, depending on the nature of your complaint, aims to resolve your complaint as soon as possible but within the timelines stipulated in Table A below.

8.4.DISPUTES

As a last resort, after exhausting all possible avenues to resolve your problem by giving Vodacom Lesotho the opportunity to resolve your complaint, you may either lodge your complaint with the Lesotho Communications Authority (the LCA) or institute legal proceedings against Vodacom in terms of your legal contract with Vodacom. The LCA telephone number and addresses will be supplied to you by Vodacom Lesotho’s customer care, or can be found in the government pages of the Lesotho Telephone Directory.

 

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CONTACT DETAILS

VODACOM LESOTHO HEAD OFFICES

Tel: +26652212000

 

                                                                                                      Fax: +266311079

 


Vodacom Park  

585 Mabile Road

Maseru, Lesotho

Box 7387

Maseru 100

Lesotho


VODACOM WEBSITE

www.vodacom.co.ls

 

VODACOM CUSTOMER CARE LINE

Cell: 114 (toll free)

 

VODACOM ENTERPRISE LINE

Cell 155(toll free)