At Vodafone we're continuing to make significant investments to protect our customers' and their personal information.
The challenging reality is that all Australian companies face cyberthreats on a daily basis. Vodafone takes cybersecurity and the protection of our customers' personal information seriously. In light of recent events, we have been working closely with our cyber security partners and relevant government agencies to increase checks and monitoring of our systems.
For more information on Vodafone’s data security policies and practices, view our relevant support content below:
Security support
Scams support
Privacy Policy
Fraud support
Helpful articles
Safe. Secure.
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What Vodafone is doing to ensure the safety of your personal information and data
We take cybersecurity extremely seriously at Vodafone and continue to make significant investments to help protect our customers and their personal information. Our Cyber Defence and Response Centre provides around-the-clock event monitoring, threat protection and intelligence, to help protect customers’ data and our services against online security threats.
Vodafone has processes and procedures in place to manage the security of its customer data and help protect it from unauthorised use, access, modification or disclosure. These include a range of physical and electronic security measures. We also use multi-factor authentication (MFA) for complex and more involved customer service transactions, which you can read about in our support article.
You can find out more about phishing and how to validate calls, emails or websites on our Scams support page, or get some helpful tips on keeping your information secure on our Security support page.
Frequently asked questions
There are requirements under the Privacy Act (and other legislation) about what information we are required to keep. You can see more information regarding our Privacy Policy on our Privacy Policy page. If you wish to request a copy of your information listed with us, you can complete the Personal Information Request form via the above link.
Our customers' privacy is extremely important to us. Customers' personal information can only be seen and used by staff who need it to do their jobs and provide services to you.
If we no longer need personal information for the purpose for which it was collected, and if Australian law does not require us to retain that personal information, we are required to destroy or de-identify the information in line with the Privacy Act.
We have strict measures in place to ensure that your personal information can only be seen and used by staff who need it to do their jobs. You can see more information regarding our Privacy Policy on our Privacy Policy page.
Watch out for suspicious calls, SMS and emails asking for your personal information. It is always best to contact the legitimate company if you’re unsure. If you suspect you’ve been a victim of fraud, you should immediately contact your financial service provider. We also have tips on how to keep your personal details safe on our Security support page.
You can also find valuable information on how to protect yourself from fraud at the websites for The Office of the Australian Privacy Commissioner and Scamwatch.
We can assist you with changing your mobile number. Simply changing your mobile number will not affect your credit file. However, we will need to place an enquiry on your credit file if you have requested a new service and a credit check is applicable. You can find out how to change your number on our support page.
All service providers have obligations before accepting a transfer request. If someone requests your number to be transferred to us, a 2-way SMS is sent to the number that is being transferred. The transfer will only proceed if the SMS is responded to with the correct code. If you receive a message to transfer your service to another provider that you did not request, please do not respond to the message, and contact your provider as soon as possible. If you receive a message from another provider and you’re with us, contact the provider to request the transfer request is cancelled and let us know.
Keep in mind we are held to industry regulations which don’t allow us to stop numbers being transferred away from us. We are required to give customers freedom of choice for their mobile mobile provider and are not permitted to stop a request to transfer a number out from our network
SIM swaps can only be processed either through a secure link sent directly to your mobile number, or through a Vodafone store after presenting your photo ID. If you receive a link to login to My Vodafone that you didn’t request, please let us know. It’s important be on the look-out for calls or messages requesting information, if this happens, please do not provide your personal information or any links.
We have multi-factor-authentication (MFA) in place for the more involved or complex service requests, to protect your account and information. Before you can add an additional service to your account, we will send you a one-time code before allowing the transaction to proceed. You can read more about MFA in our article
Sometimes if we’re unable to verify you and you can’t visit a store, or you’re activating a new service, we may need you to upload documentation so that we can verify you to assist with account queries. The Vodafone Remote ID Validation tool is secure, and we have strict requirements about the use and protection of your details. We have strict measures in place to ensure that your personal information can only be seen and used by those who need it to do their jobs