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Our Customers and Our Community

Vodafone store

Customer experience and connectivity

More than five million mobile customers and over two million fixed line broadband customers are served across our leading mobile and internet brands including Vodafone, TPG, iinet, Internode, Lebara, AAPT and felix.

TPG Telecom aims to deliver a great customer experience across all of our brands, networks and service channels. Whether at home, at work, or on the move, our customers value a telecommunications service which is fast, reliable, and cost effective.

We are well positioned to meet increased customer demand for choice, flexibility and personalisation of services, including services which are environmentally and socially responsible, reflecting the values of many of our customers.

At the same time, we are focused on staying at the forefront of technological and societal change and developing innovative products which allow our customers to choose a telecommunications service aligned to their individual needs.

Addressing scams and fraud

We are determined to play our part in protecting people from scams. We work actively with other industry participants through the Communications Alliance, as a member of the Scam Telecommunications Action Taskforce, as well as with the Australian Communications and Media Authority (ACMA). In December 2020, this resulted in the development and launch of the Reducing Scam Calls Code – new rules which require us and other telecommunications operators to detect, trace and block scam calls.

We’re working hard to combat identify theft. Vodafone was the first Australian telecommunications operator to send alerts to customers warning of an impending port of their number, which commenced in 2012.

More recently, Vodafone led the industry, through the Communications Alliance, to develop a new industry guideline process for pre-port verification whereby an SMS is sent to validate the port of a mobile number before the port can proceed. Since implementation, we have seen a more than 85 per cent reduction in fraudulent ports along with a large reduction in banking fraud and other types of fraud.

In 2020, we developed new standards for inbound customer authentication and outbound customer communication, requiring two factor authentication for key transactions, and raising awareness among our customers that we would not ask for, and they should not disclose, personal identification information to an unknown party. We also introduced a new two-way SMS arrangement requiring the account holder to verify all new product orders, reducing fraudulent orders by 90 per cent in the first month of implementation.

For customers who do fall victim to identity crime involving their mobile account, we have a specialist team in Hobart that supports them with aspects of reporting and recovery.

Digital safety

We protect our customers and support our customers to use the internet as safely as possible, using the controls we have available. At the time of the 2019 terrorist event in Christchurch, New Zealand, Vodafone led the telecommunications industry in blocking access to abhorrent violent material.

On an ongoing basis, we actively collaborate with authorities including the eSafety Commissioner, the ACMA and the Australian Federal Police, to block websites associated with abhorrent, violent, seriously harmful and criminal activity.

We also provide information on our website to help consumers understand the steps they can take to stay safe online, including responsible parenting in a digital world, and have partnered with Norton™ enabling Vodafone customer access to a range of subscription-based Norton™ digital security and safety products.

Human rights and modern slavery

Our Code of Conduct, sets out our support for human rights consistent with the Universal Declaration of Human Rights and we respect those rights in conducting our operations in all locations.

Our Supplier Code of Conduct contains requirements with respect to human rights and modern slavery, aligned to the Universal Declaration on Human Rights and the ten principles of the Global Compact.

We have a zero-tolerance policy against trafficking and activities related to trafficking.

In 2020, working with our industry peers through the Telco Together Foundation, we signed an Australian Telecommunications Leadership Statement on Human Rights and Modern Slavery, committing to work cooperatively to eliminate modern slavery practices where they are identified and to share case studies of best practice.

That statement includes a set of Telecommunications Industry Modern Slavery Leadership Principles, drawing on best practice standards for business conduct set out in the UN Guiding Principles on Business Principles and Human Rights.

STEM opportunities for young Indigenous women

In partnership with Goanna Solutions, we are supporting government, academia and industry partners to identify and support STEM opportunities for Indigenous students to address the issue of exclusion from emerging opportunities in STEM fields.

The Dream Connection program was conceived and co-designed through meaningful engagement of TPG Telecom with the First Nations community to inspire young Indigenous women in high school to consider a career in STEM.

The program includes female technology employees from TPG Telecom, and strong Indigenous role models, speaking with students. In its inaugural year, 71 girls from years 7-10 across nine schools have participated in the program, with positive feedback.

Vodafone Foundation

The Vodafone Foundation aims to improve the health and wellbeing of Australians. Through our ‘Connected for Good’ commitment, we have donated $26 million to a range of important causes since 2002.

In 2020, we distributed grants of $876,178 to our Foundation partners and matched employee donations of $123,790 – of which $100,000 was given to the Australian Red Cross for the Bushfire Disaster Relief and Recovery Fund.