General Legal Information

Complaints for postpaid customers - Terms and Conditions

1. Complaints of “Technical defects” “Billing-related complaints” also other types of complaints may be submitted via:
a. call to 149
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Billing-related complaints are submitted until the end of the claimed bill payment deadline;
d. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
e. Other complaints of any kind shall be presented as early as possible.

3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;

4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c, 2.d and 2.e is within 15 (fifteen) days following their receipt;

5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;

6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.

Complaints for prepaid customers - Terms and Conditions

1. Complaints of “Technical defects” “Billing-related complaints” also other types of complaints may be submitted via:
a. number 140
b. official webpage www.vodafone.al , Support Section
c. Email to the following address nakontaktoni@vodafone.com
d. Social Network Facebook
e. Vodafone Shops
f. Mail to Vodafone official address
2. Time term for complaints submission is as follows:
a. Complaints for “Technical defects” are submitted at any time (24 hours service);
b. Complaints for Vodafone decisions or actions on access or action committed by Vodafone within the time-terms defined in the decision;
c. Complaints on failure to remedy the defects shall be submitted immediately after the time-term expiry according to the respective clause in the contract;
d. Other complaints of any kind shall be presented as early as possible.

3. Complaints, depending on their type, are examined by the respective structures of Vodafone, based on the information received from the other branches or sectors and according to the rules, their respective analysis and solution is performed, in compliance with the terms and conditions specified in the subscription contract;

4. Time-term for the written notification to the subscriber about the conclusions of the complaints analysis according to the points 2.b, 2.c and 2.d is within 15 (fifteen) days following their receipt;

5. Vodafone shall register on the appropriate system and keep a separate register for the complaints submitted according to the points 1, assigning a reference number to each of them;
6. Subscriber shall be entitled, in compliance with the provisions in the contract on the disputes resolution, to appeal to the court for the decision made by Vodafone.

Vodafone cares

Do not respond to fraudulent SMSs or lottery prizes or calls from unknown international numbers

We have observed that the fraudulent communication is predominantly of the following types:

Please do not call any unidentified international number as it may result in higher call charges. Vodafone does not directly or indirectly subscribe to any of the above activities and does not actively or otherwise encourage them.

Privacy Policy

1. WHAT IS THE TYPE OF DATA THAT VODAFONE PROCESSES?

Personal Data

Vodafone processes personal data of the users of its electronic communication services, which include name, last name, address, telephone number, mobile number e-mail address and any type of contact data.

Data of the Mobile Traffic

Vodafone processes data of the telephony traffic that are necessary for enabling provision of electronic communication service. These data are a sub-category of the personal data mentioned above. Telephony traffic data include time of call, duration, number called, charging for the relevant service etc.
During provision of service, Vodafone may become aware on when, whom with, how often and how long your telephony calls lasted. Vodafone processes these data in order to enable preparation of the monthly calls’ analytical table and to administer debtors for unpaid bills. In the same way, Vodafone collects and processes your calls’ and internet traffic data. The history of visited sites can be saved so that next time it is enabled easier connection to these sites. In a certain number of cases Vodafone may collect data from you also through different forms filled in the presence of Vodafone representatives.

2. DATA PROCESSING AND SPREADING
Vodafone collects data from the telephony traffic in order to provide best quality service for its customers and to better respond to their requests. These data gives us the possibility to further enhance and improve our services and to provide information prepared according to your requests, such as e.g. through SMS, MMS, e-mail, telemarketing etc. In the same way, Vodafone collects and processes data from your calls and internet traffic. History of the sites you have visited might be saved so that the next time easier connection to these sites is enabled.
  • Personal data that Vodafone collects from its customers are always used in compliance with the legislation in force.
  • Personal data are processed honestly, fairly and in compliance with the law.
  • Personal data are processed only for the time period relevant to the specific goals for which these data are being collected by Vodafone.
  • All methods of gathering personal data (e.g. application forms of the customers or collection through participation in different competitions) will entail full and clarifying information on why they are being gathered, even though it might be of secondary nature and not easily understandable on your part (e.g. for various competitions, if personal data are collected for marketing purposes you will be explained this and you will be given the possibility to refuse providing the data).
Data saving
  • Personal data will be saved for the time needed in accordance with the main purpose for their collection.
  • The time period of data saving will be in full compliance with the legal framework in force.
  • In some cases, some of the data that in principle are not to be preserved by Vodafone, can be saved due to special circumstances e.g., judicial investigation.
  • The time period for preserving the data is as follows:
    Data of the telephony traffic are preserved for as long as necessary for guaranteeing provision of the service. Traffic data are preserved for use by the prosecution and the courts in penal cases, according to the legislation in question.
    Data of the telephony traffic include time of call, duration and number called.

Distributing personal data to third persons

Distribution of personal data to third parties is only if these parties are Vodafone agents or under Vodafone’s service and if they act in compliance with our instructions. Vodafone does not transmit your personal data to third parties, unless you have given your express consent on this regard. If you have given to a third party your consent in order for Vodafone to receive them, then Vodafone is not responsible for provision/transferring of these data. Also, in compliance with the legal framework or for the implementation of an order from a competent court, Vodafone is obliged to provide your personal data to the specialized states bodies, e.g. for penal investigation purposes. Also, Vodafone is obliged to cooperate in cases of calls interception and internet usage and to make these data available to the competent authorities only for the implementation of Law no. 9157 dated 04.12.2003 on “Interception of Telecommunications” and respective amendments.

Use of calls and internet usage data for market analysis, sales activities and direct marketing of Vodafone

Vodafone continuously tries to match its mobile telephony services to its customers’ needs and possibly to continuously enhance them. Thus, Vodafone carries out market research, through which we try to understand our customers’ desires. Data on your telephony and internet usage help Vodafone to develop new products and services.

Vodafone may use your personal data for commercial, promotional or charity purposes and may avail this information to third parties only with your approval. Vodafone might have taken your data from other enterprises, whose commercial activity involves data collecting and marketing. At the same time, Vodafone needs to use your data when holding consultations on utilization of Vodafone services and products.

In order to provide the best services, only with your approval, Vodafone, will use personal data for direct marketing purposes. You may chose not to be contacted for the whole direct marketing aspect or even for other special categories thereof. Thus, you may submit a special complaint on direct mail; bulk SMS; e-mail; outbound telemarketing; and participation in market research.

If you have questions, suggestions, requests or any claims in regard to utilization of these data by Vodafone, then please address us in writing in the following address:
Privacy Officer
Vodafone Albania
Autostrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr.61,
Kashar, Tiranë, Albania
 
Vodafone internet site and personal data
Vodafone server recognizes the IP address of the visitor and registers data on utilization of Vodafone site. Your personal data collected through Vodafone Albania internet site are processed according to the purpose they have been collected for and in full compliance with the legal framework and with this privacy statement. No personal data will be collected by Vodafone Albania without the consent of the site visitors.

Data on telephone directories and service numbers
On the basis of Law no. 9918 dated 19.05.2008 ‘On Electronic and Postal Communications” and other by-legal acts for its implementation, Vodafone is obliged to cooperate with bodies recognized by the law for preparing telephone directories. These data may be provided to companies that draft these telephony directories only with your consent. When you subscribe to Vodafone, you will be requested your consent for your personal data to be included in the telephone directory, which will enable Vodafone to transfer your data for drafting general telephony directories, always on the basis of instructions of the Regulatory Authority and in consideration of personal data protection rules.
If you have any questions, suggestions, requests or claims regarding utilization of personal data for the above-mentioned purpose, please contact us in the below address:
Privacy Officer
Vodafone Albania
Autostrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr.61,
Kashar, Tiranë, Albania

Calls and internet data of the third parties
If you subscribe with Vodafone and you allow third parties to use these services, Vodafone will not be able to distinguish who uses these services. Only the person who has a contract with Vodafone is legally recognized by Vodafone, which means Vodafone provides data on telephony calls and internet usage only for the person whom the service contract has been entered with. This person remains responsible for liquidating the monthly invoices. The user of the service and the person that has entered the subscription contract might agree among them for utilization of the personal data that are provided by Vodafone on the basis of the subscription contract, if the parties want to.

3. ACCESS TO YOUR INFORMATION
For the implementation of Law no. 9887 dated 10.03.2008 “On Personal Data protection”, you have the right to request information on your personal data processed by Vodafone and we will respond within a deadline of 30 days. The request should be sent in writing in address:
Privacy Officer
Vodafone Albania
Autostrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr.61,
Kashar, Tiranë, Albania
In the request you should mention your name, address and mobile number. Vodafone will take all necessary measures for identifying your identity before issuing a copy of the information.

4 . CORRECTING AND DELETING PERSONAL DATA
For information on correction or deletion of your personal data, you may call the customer service number 140/149 . For correcting/deleting your personal data, please contact us in writing in address:
Privacy Officer
Vodafone Albania
Autostrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr.61,
Kashar, Tiranë, Albania
Vodafone Albania, for the implementation of Law no. 9887 dated 10.03.2008 ‘On personal Data Protection” in response to your request, is legally obliged to take measures for correction and possible deletion of your personal data within 30 days. Copy of a valid identification document might be needed together with the written request.

5. SAFETY MEASURES IN REGARD TO PERSONAL DATA
Vodafone Albania is aware of the importance and sensitivity of personal data, and we rigorously respect safety measures provided in Law No. 9887 dated 10.03.2008 ‘On Personal Data Protection”. We do it through use of advanced and modern techniques for preserving data bases and our computer systems. Also, Vodafone cares for transferring and registration of data to be made under strict safety measures, in full compliance with the relevant legislation.
However, Vodafone internet site might bear a link of another internet site. Vodafone is not responsible for the contents of these systems and advices you to read the privacy statements on these sites. Conditions that these sites bear might change from those of Vodafone.

6. QUESTIONS AND SUGGESTIONS. CONTACT US
Through explanations above, Vodafone hopes to have provided you with full and accurate information on its privacy issues in the framework of the services provided by Vodafone. As a telecommunications company that always provides novelties, Vodafone will precede new services, always being active and responsible regarding your potential concerns on protection of your personal data.
If you have any questions, claims/requests or suggestions on these issues, please do not hesitate to contact us in the address below.
Privacy Oficer
Vodafone Albania
Autostrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr.61,
Kashar, Tiranë, Albania

7. OTHER
This regulation shall be construed in compliance with the General Conditions of this site and the General Conditions applied by Vodafone Albania for its customers.
Vodafone Albania reserves the right to change or modify this regulation at any time, for the implementation of any potential change in the legislation in force in the personal data protection and privacy field.
Vodafone may invoice a small amount for covering administrative expenses, which amount shall be stipulated by the respective regulatory framework time after time.
 

Interconnection Reference Offer

Vodafone Albania has published on its official website the new version of the Interconnection Reference Offer (in Albanian language only), approved by Decision No.2179, dated 29.10.2012of AKEP and amended. This document includes the Service Level Agreement (SLA).

The Interconnection Reference Offer determines the criteria and procedures for the regulation of the interconnection matters between Vodafone Albania as the Interconnection Provider and the Beneficiary Operator over the services and related facilities of such interconnection. 

To read the Interconnection Reference Offer –  available in Albanian version only – please click here  

Termination Rates

Call termination rate
The maximum level of the national call termination rate on the Vodafone Albania network is shown in the following table by value and deadline:
  
   
From 01.12.2018
From 01.12.2019
 (until another decision by AKEP)
National calls termination rate 1.22 1.11
 

 
 
 The rate is in ALL per minute without VAT. This rate is approved by Decision no. 71, dated 01.10.2018
 
 
SMS termination rate
The maximum level of the SMS termination rate on the Vodafone Albania network is shown in the following table by value and deadline:

 
  From 01.04.2014
 (until another decision by AKEP)
SMS termination rate 1

The rate is in ALL/SMS without VAT. This rate is approved by Decision no. 2439 of AKEP’s Steering Council, dated 27.03.2014.

Indicators of Service Quality

Based on Law no. 9918/2008, as amended and the Regulation no. 16 “On Quality of Service Indexes”, Vodafone Albania has published the updated Quality of Service data reported to AKEP.

Find below the Quality Service Indicators :

Quality Service Indicators for Mobile Network

Quality Service Indicators for Internet Access
Please wait