General Terms & Conditions

Overview

Hello and welcome to the Vodafone PNG family.

At Vodafone, we will do our utmost to get the information you need on time, every time and make your life more fulfilled and more connected. We launched our products and services in the PNG market on the 23rd of April 2022 and are now providing our Consumer Guide to assist you in making the right choices for your personal, home or business’s needs when using Vodafone’s products and services.

This Consumer Guide complies with the Consumer Protection Rule, 2014 set forth by the National Information and Communications Technology Act 2009 therefore Vodafone is lawfully required to provide this Guide to our existing and prospective customers.

Vodafone offers different products and services, and this Guide will provide information about them all. We hope you find this Guide helpful and welcome any suggestions you may have to make the Guide even more useful and user friendly.

This Consumer Guide in just an instruction guide to ensure our consumers have a better understanding of the products and services Vodafone provides, thus, any misinterpretation or misunderstanding of the Guide shall not hold Vodafone PNG legally liable in any way.

Consumer Guide

 

  1. Where are the locations in which you can access and use our services?

    Vodafone’s products and services are available wherever you can access our network. Our communication services include voice calls, SMS, internet access and other data services. We are currently Live in all 22 provinces.

  2.  How can you obtain a copy of our terms and conditions?


    You can access our full “Terms and Conditions” on the Vodafone PNG website www.vodafone.com.pg/personal/terms-conditions. You may also visit any Vodafone Flagship Retail outlet and enquire about our terms and conditions. Refer to Appendix B for full “terms and conditions”.

  3. What post-sale support or assistance is available to you?

    Vodafone Papua New Guinea’s world class Customer Care Service Centre operates 24 hours a day, 7 days a week. Our customer care agents are highly trained to assist our customers with an aim to address the callers request within our first call resolution guidelines.

    We have three main lines for customers to call in, as follows:

    Customer Care Centre Contact Lines:

    • Free for Postpay, dial 125
    • Free for Prepay, dial 123
    • Dial 124 premium (paid) line, which is for general information (ask anything/subject), directory services and on-through connect.

    For the business customers, your first point of contact would be the designated Vodafone Business Accounts Manager, however, Customer Care call lines are also available for you.

    In addition to this, customers can walk into any Vodafone retail outlet for after sale service and support.


  4. How can you make an enquiry in relation to our products and service?

    You can call our Customer Care team on 123 (Free) & 124 (Charged), visit our website: www.vodafone.com.pg or see us in person at our Headquarters in Port Moresby or at any of our Vodafone flagship outlets.

  5. How can you lodge a complaint in relation to the supply of our products and services?

    In the event of any disagreement or issue arising from your purchases made with Vodafone PNG, participants are invited to present their complaint or query to Vodafone PNG Customer Care and the issue will be attempted to be resolved amicably in so far as possible.

    Corporate customers can contact our Vodafone Business team contacts that are provided in your contracts.

  6. What are our procedures for handling your complaints, including escalation procedures and channels and the types of remedies available?

    There are various channels available for customers to lodge their complaints. You can walk into any of our retail stores to lodge a complaint, send us a private message or chat on our social channels, and our customer care lines are open 24/7 to handle customer queries and complaints.

    For business customers the above channels are available, or you can contact your dedicated account manager so quick issue resolution. Refer to Appendix A for escalation internal procedure.

  7. How can you access, review or check information relating to your account, subscription, billing data or usage?

    You have the right to see the personal data held on you by us. Vodafone PNG Mi-Pay charges the maximum fee permitted by statute for providing this information. If you would like to exercise this right, or have any concerns about the personal data held on you, please put your request in writing to us.

    Alternatively, you can download the “My Vodafone” app so check your subscription and balances. In addition to this, you can also dial *120# to check your available subscription and balance details on both prepaid and postpaid services.

    We will amend or delete any personal data relating to you that are found to be incorrect or no longer valid.

  8. What are our credit policies?


    Vodafone credit term policy is thirty (30) days from the date of invoicing for the  dealership, ICT, and the connection of the postpaid service. For dealerships, a credit limit is set to each customer and their accounts are monitored.

    The customers Statement of account & electronic Bill will be sent out by email on the 11th day of each month. They will then be notified on the 24th of each month that their accounts are due and follow ups will be continued to the end of month to ensure all collection targets are achieved.

    If a customer’s account is overdue by two months, a reminder letter is sent to them to pay within seven days. Should the customer fail to comply with the seven days’ notice, then Vodafone PNG will decide on the next appropriate course of action to be taken.

     

  9. What are the terms of any security deposits that we may require of you? Including the circumstances in which the security deposit may accrue interest, be forfeited, or repaid.

     

    • Security deposit will be charge on 3 months rental and up to an additional 1000 PGK for additional services for each number request.
    • We do not earn interest on security deposits that we hold. If customer does not pay his/her bill within 3 months, we can use the deposit to pay of the amount owed. Any leftover amount will be refunded back to the customer.

  10. What are our policies and procedures relating to the suspension, disconnection or cancellation of a service we provide for reasons relating to non-payment or insufficient or incorrect usages of the service? And what are the procedures you can take to reinstate or reconnect the service?

     

    There are a few reasons why a number is suspended or disconnected, and these are:

    • Disconnection or suspension for nonpayment of bills.
    • Disconnection or suspension is requested by the customer.
    • Disconnection due to change of ownership
    • Disconnection due to customer passing away.

      Reconnection will only be done upon confirmation of payment received through the bank for nonpayment’s or a paying customer requests for a suspended number to be reconnected.

  11. What are our policies and processes in relation to the protection of the confidentiality of customer’s information? Including service information.


Personal information is information that can be used, or is capable of being used, to identify an individual. It would include, for example your name and address, e-mail and mobile phone details.
We collect personal information when you register to use our services, when you log-in and update your account details that you have with us, and when you use the service.

The main reasons for which we collect and store your data are to:

  • Create an account for you to use this service
  • Update your account with changes that you have made or is sent to us.
  • Check that you are a registered customer by requesting a password or PIN or other security information before allowing you to use the service
  • Record transactions made by you, for example, topping up mobile phone airtime
  • Customise the content and/or layout of our page for each individual user
  • Communicate with you to confirm transactions you have made or changes to your account details
  • Enable us to comply with our legal and regulatory obligations.

We may verify any information you provide with third party fraud prevention agencies and it is therefore extremely important that the information you give us is accurate and up to date. If you object to your personal information being transferred or used as described in this Privacy Policy, please do not register for the Service.

We treat the information you provide to us with the utmost confidentiality and will only disclose it to third parties:

  • when you provide us with your consent;
  • in order to provide elements of our services;
  • in order to receive professional advice;
  • in relation to the investigation or prevention of crime;
  • as may be required by law (including at the request of any regulatory body or governmental agency).

We deploy appropriate security measures in order to protect the information you provide to us, however you acknowledge that your use of the Internet and our website is entirely at your own risk and that we cannot accept any liability for the security of any data that is transmitted via the Internet.

At Vodafone we always like to receive requests or feedback from our customers. We are continually implementing new ways in which we can be contacted.

If you need any information while out and about just dial our Information Hotline on 123 from your Vodafone.

Your enquiries are important to us, and as such, Vodafone PNG's Customer Service Representatives are exceptionally trained to provide 24/7 optimum customer service for product information, services, account enquiries and a variety of entertainment advice and services


Changes to the terms and conditions

We reserve the right to change these terms and conditions from time to time by publishing the changed terms on the Vodafone Online shop. When revised terms and conditions are published on the Vodafone Web Top Up shop, all orders submitted by you after the revised terms and conditions are published shall be subject to the terms and conditions as revised.

Complaints and Queries

In the event of any disagreement or issue arising from your purchases made with Vodafone, participants are invited to present their complaint or query to Vodafone Customer Care and the issue will be attempted to be resolved amicably in so far as possible.

How can I receive a copy of my personal data held by Digital Payments?

You have the right to see the personal data held on you by us. Vodafone PNG Limited Mi-Pay charges the maximum fee permitted by statute (currently K10) for providing this information. If you would like to exercise this right, or have any concerns about the personal data held on you, please put your request in writing to:

Vodafone PNG Limited,
Papua New Guinea

We will amend or delete any personal data relating to you that are found to be incorrect or no longer valid.

Who do we disclose your information to?

We treat the information you provide to us with the utmost confidentiality and will only disclose it to third parties:

•    when you provide us with your consent;

•    in order to provide elements of our services

•    in order to receive professional advice;

•    in relation to the investigation or prevention of crime;

•    as may be required by law (including at the request of any regulatory body or governmental agency).

We deploy appropriate security measures in order to protect the information you provide to us, however you acknowledge that your use of the Internet and our website is entirely at your own risk and that we cannot accept any liability for the security of any data that is transmitted via the Internet.

When do we collect personal information from you?

We collect personal information when you register to use our services, when you log-in and update your account details that you have with us, and when you use the service.

Our Service

We use other companies to provide parts of our services. We may provide your personal information to these companies to enable them to help us provide you with these services.

Use of Cookies

This website uses cookies. Cookies collect information about your use of the website, including things like your connection speed, details of your operating system, the time and duration of your visit and your IP address. The information collected by cookies enables us to understand the use of our site, including the number of visitors we have, the pages viewed per session, time exposed to particular pages etc.
This in turn helps us to provide you with a better experience, since we can evaluate the level of interest in the content of our website and tailor it accordingly. We will not attempt to personally identify you from your IP address unless required to as a matter of law or regulation or in order to protect our or our other customers' rights. Most browsers automatically accept cookies. You can set your browser options so that you will not receive cookies and you can also delete existing cookies from your browser. However, you may find that some parts of the site will not function properly if you refuse cookies.

Vodafone Web Top Up Terms & Conditions

The following terms and conditions apply in relation to your purchase of Top Ups from the Vodafone PNG Web Top Up shop. By browsing and (where applicable) purchasing from the Vodafone Web Top Up shop you agree to be bound by these terms and conditions, our website terms and conditions and any additional terms and conditions presented during the purchasing process.

Vodafone PNG Limited provides the Web Top Up Service that enables you to recharge yours or your nominated friends’ and family Prepaid Vodafone mobile phone accounts from anywhere in the world with the use of credit cards.

Our formal trading details are as follows:
Vodafone PNG Limited

Third Party sites

This site contains links to third party sites. Vodafone is not responsible for the condition or the content of those sites. The link (s) are provided solely for your convenience and do not indicate, expressly or impliedly, any endorsement of the site (s) or the products or services provided there. You access those sites and use their products and services solely at your own risk. Vodafone does not represent that the content or services available from third party sites are appropriate or available for use in all parts of PNG. If you access other content or services from Third party sites, Vodafone is not responsible for your compliance with local laws or other applicable laws.

Trade Mark and copyright

This site contains registered trademarks and trademarks, which are the subject of pending applications or which otherwise, are protected at law. Unless otherwise indicated,
The trademarks are owned by Vodafone and may have protection under the laws of other countries. You are not permitted to use Vodafone's trademarks except
(a) by saving or printing a copy of Vodafone's site as permitted below under the copyright permission;
(b) through a legitimate reference to Vodafone or a Vodafone product or service with proper recognition of the trade mark's status; and
(c) with Vodafone's prior written approval.

The material on this site is the copyright of Vodafone and is protected by copyright under the laws of Papua New Guinea and other countries. You may save an electronic copy, or print out a copy, of parts of this site (including the names Vodafone PNG Limited, Vodafone or the name of any other Vodafone company) solely for your own information, research or study, but only if
(a) you do not modify the copy from how it appears on this site; and
b)You include the copyright notice Vodafone on the copy. You must not however reproduce, frame, transmit (including broadcast), adapt, link to or otherwise use any of the Content, including audio and video excerpts, except as expressly permitted by stature or with Vodafone's prior written consent.

Content Disclaimer:

You agree that in relation to the content displayed on this site [Content], Vodafone does not, nor does any other party who provides Content to this site, make any warranty as to the accuracy, completeness or currency of the Content (except in relation to content contained on the Vodafone Direct site). As a user of this site, you should make your enquiries before entering into any transaction on the basis of or in reliance upon the content. To the extent permitted by law, Vodafone and its employees, officers, agents and contractors exclude all liability for any loss or damage) arising from the use of, or reliance upon the Content whether or not this is caused by a negligent act or omission.
To the extent that Vodafone is prohibited at law from excluding its liability, Vodafone and each party providing Content limits its liability to the extent permitted by law, to the re-supply of the Content. Vodafone does not accept responsibility for any liability in respect of access to the other content through the use of this site.

Purchasing from the Vodafone Web Top Up and eShop

1. Currently VF Web Top Up system accepts Master, Visa and AMEX cards. Should Vodafone PNG commence accepting other credit cards it shall be displayed on the Web Top Up section of the website.

2. The Web Top Up System has a maximum limit of $500 per day per user as a security measure to prevent fraud and abuse. In the event such a limit is reached you will be notified immediacy online and the VF administrator will also be alerted of same.

3. Upon successful processing of your transaction, an email alert will be sent to the email address you have used to register for the Web Top Up service as confirmation of the transaction together with a order reference number which can be used to follow-up on the transaction status with our Customer Service Centre

4. Once a transaction has been approved the recipients’ mobile number will be automatically be topped up by 9904801. This is the Web Top Up system number. The actual topping up process from the moment a transaction is approved via the Web Top Up system can take from 10 minutes to 24hours.

5. Vodafone PNG Limited has taken strict security measures to minimize online credit card fraud. Our major security partners are VeriSign Secure Seal and the site is also verified by Visa and Master Card SecureCode, and Direct Payments Systems. Vodafone PNG’s Internet Payment Gateway is powered by Westpac Banking Corporation. Incase of a suspected fraud, Vodafone PNG holds the right to freeze transactions until confirmation is received from the card issuing bank on the authenticity of the transactions.

6. Vodafone PNG will not be sending any requests for updating or editing Credit Cards information on its site. If in the event that this kind of request has come to you via E-mail or other medium, please contact us before you enter such details. This may be a malicious attempt to gather personal information by fraudulent basis by parties unknown to us.

7. In the event whereby you by mistake or willingly recharge a mobile number which was not your original intent, we are unable to reverse such transactions. Users are expected to take precautions during making transactions to verify mobile numbers before hand.

8. If any credit transaction is discovered to be fraudulent, Vodafone PNG will proceed with investigation to analyse the occurrence and facilitates to debit your account. This process will depend of the nature of the transaction.

9. Vodafone PNG in its sole discretion reserves the right to refuse credit/ card Top Up recharge.

10. All prices listed on the website are subject to change without notice.

11. Devices purchased from eShop will be available for pick-up at selected location within 24 - 48 working hours after confirmed payment. Devices are only available for pickup from Vodafone PNG Outlets.

12. Customer shall pay to Vodafone PNG in full amount. All invoiced amounts are payable in Kina upon receipt. If value-added tax or any other tax, charge is imposed or assessed by any governmental entity upon the sale, use or receipt of access to the website, customer agrees to pay such taxes or charges when invoiced by Vodafone PNG.

13. Refund - If you wish to return a Product to us, then you must come to a nearest Vodafone PNG Retail Outlet within 14 business days of receiving the Product to arrange for it to be returned with advance of purchase. Normal Retail return policy applies here after. Product will only be replaced if found to have a manufacturers fault. All Products you wish to return to us remain at your risk until they are delivered to Vodafone PNG or Vodafone PNG's agent. For online recharge you may contact any of our online channels or retail outlets to raise your concern. Each refund will be performed on a case to case basis.

Monitoring

We may monitor, record, store and use any SMS, telephone, email or other electronic communications for the purpose of security, service improvement and audit requirements.
From time to time we will also monitor usage of our Service for operational reasons and to ensure that you are not misusing any of the services provided to you.

Why do we collect and store your information?

The main reasons for which we collect and store your data are to:

•    Create an account for you to use this service

•    Update your account with changes that you have made or is sent to us.

•    Check that you are a registered customer by requesting a password or PIN or other security information before allowing you to use the service

•    Record transactions made by you, for example, topping up mobile phone airtime

•    Customise the content and/or layout of our page for each individual user

•    Communicate with you to confirm transactions you have made or changes to your account details

•    Enable us to comply with our legal and regulatory obligations.

We may verify any information you provide with third party fraud prevention agencies and it is therefore extremely important that the information you give us is accurate and up to date. Please note that your personally identifiable information will be processed by third party fraud prevention agencies based in the. If you object to your personal information being transferred or used as described in this Privacy Policy, please do not register for the Service.

What is Personal Information?

Personal information is information that can be used, or is capable of being used, to identify an individual. It would include, for example your name and address, e-mail and mobile phone details.

Privacy Policy

The site (excluding any linked third party sites) is controlled by Vodafone PNG. By accessing this site, you accept that any disputes about this site or the Content are to be determined by the courts having jurisdiction in PNG in accordance with the laws in force in PNG (subject to the application of any principle of conflict of laws inconsistent with this requirement). This site may be accessed throughout PNG and overseas. Vodafone makes no representation that the content of this site complies with the laws (including intellectual property laws) of any country outside PNG. If you access this site from outside PNG you do so on your own responsibility and are responsible for ensuring compliance with all laws in the place where you are located. If you only browse our website we do not collect any personal information from you but we may gather anonymous information (using cookies) to improve the browsing experience on our website.

Please read our Privacy Policy carefully. If you are visiting our website, you indicate your agreement to our use of your personal information as set out in our Privacy Policy by continuing to use our website. If you want to register for the Service, you will be automatically agreed to accept our Privacy Policy during registration, therefore we encourage you to read same.

Application of terms and conditions

When we refer to "we" or "our" or “us” in these terms and conditions we are referring to Vodafone PNG and “our” has a corresponding meaning.
"You" means you our customer under these terms and conditions and "your" has a corresponding meaning.

Vodafone Online Chat Terms and Conditions of Use

This Online Chat Terms and Conditions of Use sets out the terms between User (you) and Vodafone PNG and under which you may utilise the Online Chat services.
The complete conversation between the Vodafone PNG chat agent and the User (including any information provided by the User) may be recorded by Vodafone PNG for its customer services quality assurance reviews.

  1. All records of the chat session will be maintained for a period of 2 (two) months only from the date of chat. Such records and chat session details will only be released if required pursuant to law.
  2. Prohibited Uses: The contents or part of the chat session details should not be used by User in any public forum, for publishing, reproduction, duplicating, copying and or for any purpose connected to fraudulent or malicious activity.
  3. The User bears full responsibility for all contents, phrases and entries added to the network in connection with use of the Online Chat services.
  4. The User understands, has become familiar with technical requirements necessary to use the Chat Online services and has no objections in respect thereof. The User is aware of risk and threats connected with electronic data transmission.
  5. The User must not transmit any information which is or may reasonably be considered to be defamatory, offensive, and derogatory in nature, libellous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to the Chat agent or be likely to misrepresent identity or impersonate someone.
  6. Vodafone PNG reserves the right to terminate a chat session if the User is found to be in breach of any the terms and conditions.
  7. Vodafone PNG may revise these terms and conditions at any time.
If you do not agree to this, you should not proceed with the session. By proceeding with this chat means that you accept and agree to abide by the Vodafone PNG Online Chat Terms and Conditions of Use stated above which supplement our website Terms and Conditions.

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