Vodafone Cook Islands (“our, we or us”) is committed to making it easy for customers to do business with us without substantially increasing the risk of them getting into debt or exposing Vodafone to arrears.

This Policy applies to our postpaid accounts and services.

If you want to talk to us about this Policy, please contact us on 123 or info@vodafone.co.ck.

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1. New Accounts/Services

• All requests for new accounts or services will be assessed by us taking into account your credit history and ability to meet payment obligations.

• Installation fee and first month’s service charges must be paid before the service will be provided.

 

2. Credit management criteria to approve a postpaid account

A postpaid account will only be approved based on the following:

• You are of legal age to enter into a contract (18 years).

• We have verified your identity on the basis of information requested from you.

• A credit check confirms you have a clean credit history.

• We have assessed that you have the means to meet the payment obligations for the service(s) you are applying for.

• You have completed an application form and confirm you understand the applicable terms of service.

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3. Credit management criteria to approve additional service(s)

We will approve adding an additional service to your customer account if:

• A credit check confirms your account with us is current, your payment history with us is good, and you confirm there has been no material change in your circumstances that could affect your ability to meet your payment obligations to us.

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4. Credit management for approved customers

We may assess and apply credit management measures to your account. Measures may include no excess data restrictions, credit limits on your usage, or a toll bar for your landline telephone.

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5. Invoicing Fees & Charges

You will be billed on a monthly basis. It is the customer's responsibility to ensure you are reading your invoice statement correctly and to contact us if there are any discrepancies to your bill and services and charges. 

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6. What happens when a Customer doesn’t pay their bill?

• If a customer is disputing their bill, the services that are affected by the dispute will not be suspended or terminated while the dispute is being resolved.

• In all other cases, services are suspended one day after the payment due date. If this day is a Friday, or a public holiday the suspension will be on the next working day.

• If the arrears are still due 60 days after the due date, services are terminated, and the customer is listed with credit reporting agencies.

• If arrears remain unpaid after termination. The account is referred for debt collection. A customer is liable to pay our costs to recover any sums owing on their terminated account.

 

7. Re connection of services

If a customer settles their arrears in full services will be reinstated. However, we may:

• Require a deposit or upfront payment as security for the ongoing performance of bill payments on the account.

• Use the deposit at any time to offset any arrears.

• Apply credit management measures.

 

8. How we can assist customers with no credit history, poor credit history or who we assess are unable to meet postpaid service payment obligations

We want to make sure that everyone in the Cook Islands has access to telecommunications services. We will recommend to customers who do not meet our criteria for a postpaid account or service(s) to take up our prepaid services. These are our prepaid mobile service (including calling, SMS and data) or prepaid WiFi service available at Vodafone Hotspots.

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8. Changes to our Policy

We may change this Policy from time to time and we will tell you about a change in the policy by posting an updated policy on our website. Any change we make applies from the date we post it on the website.