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

Privacy Policy VFAL website

“Vodafone Albania” SH.A. is aware that its customers need information on how their personal data is handled. Therefore, the purpose of this Privacy Policy is to explain how we collect, use, share and protect your personal data.

ABOUT US
Who we are
“Vodafone Albania” SH.A. (hereinafter referred to as ‘Vodafone’ or ‘we/us’) is an Albanian legal entity, part of the group “Vodafone Group” Plc and its registered office is at Autostrada Tiranë-Durrës, Rr. “Pavarësia”, Nr. 61, Kashar, Tiranë, Albania. Vodafone Albania is an entity registered at the National Business Centre (NIPT number K11715005L) and it is also registered as a controlling entity with the Office of the Commissioner for the Right to Information and Personal Data Protection (IDP) in accordance with the requirements of Law No. 9887, dated 10.03.2008, “On the Protection of Personal Data”, as amended. As an operator, Vodafone applies modern technology and strives to provide services and innovations in the field of telecommunications and the internet, in order to meet the current and future needs of its customers.

How to contact us
If you have any queries, you can mail us at the postal address: Autostrada Tiranë-Durrës, Rr. “Pavarësia”, Nr. 61, Kashar, Tiranë, Albania; or, you can send us an email at: alfunc.askprivacy@vodafone.com.

Our principles
Vodafone considers the protection of your privacy and personal data as a very important matter and is committed every day to rigorously implementing the entire legal framework in their protection and respect, as defined by the Constitution of the Republic of Albania, Law No. 9887, dated 10.03.2008, “On the Protection of Personal Data” as amended, Law No. 9918, dated 19.05.2008, “On Electronic and Postal Communications” as amended and other bylaws issued for the implementation of the above-mentioned laws. 
The protection of personal data is based on: a) processing in a fair and lawful manner; b) the collection of information for clearly defined, legitimate and specific purposes, and in processing in accordance with these purposes; c) the adequacy of the data, which must be related to the purpose of the processing and must not exceed it; d) the accuracy of the data and, when necessary, the data should be updated; every reasonable step must be taken to delete or correct inaccurate or incomplete data in relation to the purpose for which it was collected or further processed; d) keeping the data in such a form as to enable the identification of data subjects for a period of time, but not more than is necessary for the purpose for which they were collected or further processed.

WHAT TYPES OF INFORMATION DOES VODAFONE PROCESS?
Personal Data
Vodafone processes its users’ personal data, which include name, surname, personal identification number, date of birth, gender, copy of ID, address of residence, mobile number, email address and any other contact information. Your identification data are mandatory to enable your connection to the network according to the provisions of Law No. 9918/2008 "On Electronic communications in the Republic of Albania", as amended. Other contact details are voluntary data to benefit from customer care services.

Your Traffic Data
Vodafone processes the telephone traffic data that are necessary to enable the provision of electronic communications services. This data is a subcategory of the aforementioned personal data. Traffic data include data such as call time, duration, number called, charging for the relevant service, etc.
During the service process, Vodafone can find out when, with whom, how often and respectively how long your phone calls have lasted. Vodafone processes this data to enable the analytical table of monthly telephone calls as well as to enable the management of debtors for unpaid bills. Likewise, Vodafone collects and processes your call and internet traffic data. The history of the websites you have visited can be saved so that next time you can easily connect to these sites. In a certain number of cases Vodafone may also collect data from you through various forms filled out with Vodafone representatives.

PROCESSING AND SHARING YOUR PERSONAL DATA
Vodafone collects data from telephone traffic in order to provide the highest quality service to customers and to best respond to their requests. This data gives us the opportunity to further develop our services, improve them and provide you with information that has been prepared according to your requirements, such as SMS, MMS, e-mail, telemarketing, etc. In the same way, Vodafone collects and processes your call and internet traffic data. The history of the websites you visited can be saved so that next time you can easily connect to these sites.
The personal data that Vodafone collects from its customers are always used in accordance with the legislation in force.
Personal data is only processed for the exact period of time and in accordance with the specific purposes for which it was collected by Vodafone. 
All methods of personal data collection (such as customer application forms or collection through participation in various competitions, or from the use of Vodafone applications) will have attached full explanatory information on the purpose of collection, even if it is secondary and not easily understood by you (such as in the case of various competitions; if the collection of personal data is for marketing purposes, then this will become clear to you and you will be given the opportunity to refuse the provision of data).

How long do we keep your personal information for?
Personal data will be stored for as long as necessary according to the main purpose of their collection. Data retention deadlines will be in full compliance with the applicable legal framework.
In some cases, some of the data that is not usually stored by Vodafone may be stored due to special circumstances, such as judicial investigations.
Data storage deadlines are as follows:
Telephone traffic data is stored for as long as is necessary to guarantee the provision of the service. 
Traffic data is also stored for the needs of the prosecution bodies and criminal case courts, according to the relevant legislation.
Telephone traffic data includes call time, duration, number dialed. These data together with the abovementioned data that serve for your identification will be stored for a period of 2 years in accordance with the provisions of Law No. 9918/2008 "On Electronic Communications in the Republic of Albania", as amended.

In the case of postpaid customers, we are required by law (so that we properly manage any disputes that may arise) to keep your data - the data collected through the Subscription contract and the data regarding the invoiced amount - for a period 10 years from the termination of your contract (provision period for contractual obligations under the Civil Code). 

Disclosure of personal data to third parties
The disclosure of personal data to third parties will only take place if these parties are agents or in the service of Vodafone and act in accordance with our instructions. For example, Vodafone cooperates with third parties, such as with the company "Marketing & Distribution" shpk in order to benefit from its documentation archiving service or with the company "TNT Express Albania" shpk in order to provide to its customers the service of sending invoices by mail. In any case, Vodafone ensures that these third parties meet the confidentiality of information obligations and all necessary conditions of data protection and security. Vodafone does not disclose your personal information to third parties who are not Vodafone’s agents or service providers, unless express consent has been granted.
If you have given your consent to a third party, in order to obtain your personal data from Vodafone, then Vodafone is not responsible for the transfer of this data.
Vodafone is also obliged, in support of the legal framework or in compliance with the order of the competent court, to forward your personal data to specialized state bodies, e.g. in the case of a criminal investigation. Moreover, pursuant to Law No. 9157, dated 04.12.2003, ‘On Telecommunications Interception’ (as amended), Vodafone is obliged to cooperate with the competent authorities and to make your data available in the case of call interceptions and use of the internet. 

Use of call and internet data for Vodafone market analysis, sales and direct marketing activities
Vodafone constantly strives to adapt its mobile telephony services to the requirements of its customers and to continuously improve them. For this reason, Vodafone does market research where we try to understand the wishes of our customers. Your phone and internet usage information help Vodafone develop new products and services.
Vodafone may use your personal information for commercial, promotional or charitable purposes and make this information available to third parties, but only with your consent. Vodafone may have received your data from other companies that collect and sell data as part of their business. At the same time, Vodafone needs to use your data to advice you on using Vodafone services and products.
To provide you with the best possible services, Vodafone, only with your consent, will use your personal data for direct marketing purposes. You can choose not to be contacted for the whole field of direct marketing or even for specific categories of it. Thus, you can make a separate complaint about: direct mail; bulk SMS; e-mail; outbound telemarketing; and market research participation.

Vodafone website and personal information
The Vodafone server recognizes the visitor's IP address and therefore, records data about your use of the Vodafone website. Your personal data collected through the Vodafone Albania website is only processed for the purpose for which it is collected and in full compliance with the legal framework and this Privacy Policy. No personal data will be collected by Vodafone Albania without our website visitors’ consent.

Data for telephone directories and service numbers
Pursuant to Law No. 9918, dated 19.05.2008, ‘On Electronic and Postal Communications’ and other bylaws, Vodafone is obliged to cooperate with the relevant entities recognized by law for the establishment of telephone directories. Your personal information may be provided to companies that create these directories only with your consent. When you choose one of Vodafone’s subscription services, you will be asked for consent to participate in the telephone directory and to include the personal data you want to share. This will enable Vodafone to transmit your data for the creation of general telephone directories based on the instructions of the Regulatory Authority and in compliance with the protection of personal data.

Call and internet data of third parties
If you are a Vodafone subscriber and enable third parties to use the services from which you would be benefiting, Vodafone will not be able to determine who the user of these services is. Only the person who has a contract with Vodafone is legally recognized by Vodafone which means that Vodafone only provides data about telephone calls and internet usage to the person with whom the service contract is entered into. This person remains responsible for paying monthly bills. If the parties wish, the service user and the person who has entered into the subscription contract may agree among themselves on the use of personal data provided by Vodafone under the subscription contract.
If you have questions, remarks, requests or complaints regarding the use of this data for the abovementioned purposes by Vodafone, then please mail us at the following address:
Privacy Officer
Vodafone Albania
Autosrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr. 61,
Kashar, Tiranë, Albania

Or send us an email at:
alfunc.askprivacy@vodafone.com

Please attach your name, address and mobile number to your application. Vodafone will take all the necessary steps to identify your identity before releasing a copy of the information.
We will aim to work through your request as quickly as possible, and within 30 days.

INTERNATIONAL DATA TRANSFERS
For the purposes of providing and maintaining its service, Vodafone, as part of  “Vodafone Group” Plc, has the right to share databases and service platforms where its subscriber data is kept with other companies of “Vodafone Group” Plc, and these databases and service platforms may be physically located in other countries in the world where “Vodafone Group” Plc operates. Moreover, Vodafone, for the purposes of providing its service, may need to transfer personal data to countries that provide a sufficient level of security and protection of personal data according to the list approved by Decision No. 8, dated 31.10.2016 of the Commissioner for the Right to Information and Protection of Personal Data, or in other countries in accordance with the requirements of Law No. 9887/2008 "On the Protection of Personal Data", as amended. In any case, Vodafone ensures that there is a proper contract that clearly defines the obligations of the parties during the data transfer.
International transfers may be to companies with which Vodafone cooperates to enable the provision of various services in accordance with international standards. For example, when you contact the customer care service through the WhatsApp platform, your personal data is shared with "LivePerson Netherlands BV", which, through its service, enables your communication with us to be protected and secured. 

YOUR RIGHTS
Pursuant to Law No. 9887, dated 10.03.2008, ‘On the Protection of Personal Data’ as amended in relation to personal data processed by Vodafone, you have the following rights:
a)    Right to access personal data ¬– You have the right to request, at any time, information on your personal data held by Vodafone and to make a request for a copy of the personal data being processed;
b)    Right to request the blocking, correction or deletion of personal data – If you are informed that the information held about you is not accurate or has been collected and processed in violation of the law, you have the right to request the correction or deletion of your personal data as well as the immediate cessation of processing;
c)    Automatic decision-making – You have the right to request not to be subject to decisions that have legal effects on you or significantly affect you when the decision is based on automatic data processing;
d)    Right to object to use of personal data – You have the right, in certain circumstances, to object to Vodafone processing of your personal information;
e)    Right to lodge a complaint – If you feel that your rights, freedoms or legitimate interest have been violated you can contact us by mail.

All requests/complaints must be mailed to the following address:
Privacy Officer
Vodafone Albania
Autosrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr. 61,
Kashar, Tiranë, Albania

Or you can send us an email at:
alfunc.askprivacy@vodafone.com

Please attach your name, address and mobile number to your application. In some cases, it may be necessary to attach a copy of a valid ID. Vodafone will take all the necessary steps to identify your identity before releasing a copy of the information.
We will aim to work through your request/complaint as quickly as possible and within 30 days of receiving it, we will send you the requested information or inform you of the reason for not executing your request.

KEEPING YOUR PERSONAL INFORMATION SECURE
Vodafone Albania, aware of the importance and sensitivity of personal data, strictly respects the security measures provided in Law No. 9887, dated 10.03.2008, ‘On the Protection of Personal Data’. This is achieved by using advanced and modern techniques to maintain its databases and computer systems. Vodafone also ensures that the transfer and registration of data follows strict security measures in full compliance with the relevant legislation.
However, our website may provide links to third-party websites. Vodafone is not responsible for the security and content of these websites and advises you to read that company’s privacy and cookies policies before using or putting your personal information on their site. The terms of these sites may differ from those of Vodafone.

CONTACT US 
Vodafone hopes to have fully and accurately informed you regarding your privacy matters in light of the services provided by Vodafone. As a telecommunications company that always embraces innovation, Vodafone will openly adopt new services, but will always stay active and responsive to potential concerns about the protection of your personal data.
If you have questions, complaints, requests, or remarks about these issues, please do not hesitate to contact us at the following address:
Privacy Officer
Vodafone Albania
Autosrada Tiranë-Durrës,
Rr: ‘Pavarësia’, Nr. 61,
Kashar, Tiranë, Albania

Or send us an email at:
alfunc.askprivacy@vodafone.com

Please attach your name, address and mobile number to your application. Vodafone will take all the necessary steps to identify your identity before releasing a copy of the information.
We will aim to work through your request as quickly as possible, and within 30 days.
In case you are not satisfied with the handling of requests by Vodafone, you always have the right to contact the Office of the Commissioner for Personal Data Protection at this address: Rr. "Abdi Toptani", nd. 5, Tiranë. For more information visit the Commissioner’s website: www.idp.al.

OTHER INFORMATION
This Privacy Policy must be understood in accordance with the General Terms and Conditions of this site and the General Terms applied by Vodafone Albania to its customers.
Vodafone Albania reserves the right to change or modify this Policy at any time in accordance with any possible changes made to the legislation in the field of personal data protection and privacy.
Vodafone may invoice a small amount to cover administrative costs, the amount of which is determined by the relevant regulatory framework from time to time.
NET PERFORM PRIVACY POLICY
Collection of Basic Information and Facts
This functionality collects information about the way your phone interacts with our network and services as described below. You may check your network speed as well as the speed of using it from your phone. We will give you tailored assistance and recommendations based on the quality and use of your connectivity.

Please keep in mind that as a Vodafone Albania customer, network speed control via Net Perform and the use of My Vodafone App on the Vodafone Albania network are free of charge.

Coverage, Connectivity and Data Usage
This application will capture statistics about your connectivity for calls, internet or data coverage (WiFi, 2G, 3G and 4G). This allows us to analyze connectivity or connectivity issues and make improvements to our network in your area. 
We log:

•    The cell ID and location of the phone masts used and how you move between them, when your phone is active
•    Signal strength
•    Areas with limited or no service
•    Quality of the coverage (2G, 3G, 4G)
•    Your upload and download speeds
•    How long it takes to set up a connection to the internet
•    Wi-Fi connection quality

Device
So that we can evaluate the performance of different devices on our network and diagnose phone-related problems and the overall health of your phone, we log technical information such as:

•    Phone brand and model
•    Operating system
•    Firmware version
•    Hardware capabilities

Location
Unless you have disabled data collection through the app settings, we collect your location data when we perform unit measurements as above. For example, we know your approximate location from the phone mast and Wi-Fi hotspot your phone is using. When your phone or one of your apps is using GPS location data, we use that to accurately determine your location and sometimes your speed and direction of travel if available via GPS information. Location data can also be gathered even if you are not using the application.

Anonymous Data/Sensitive Information we do not collect
The network and device improvements for which this application is designed do not require personal information. This means we do not log personal information as all network data is anonymized by the application before it is sent to Vodafone.

•    This app does not log numbers you dial or that dial you;
•    This app does not log any content of your communications;
•    This app does not log content, text information of sender or recipient messages on your device.

You can always manage the Speed Check settings via the ‘Settings’ menu -> Privacy.

Data Protection and Control
The processing of the information required for the provision of service through the application is carried out in compliance with the Law No. 9918, dated 19.05.2008, ‘On Electronic Communications in the Republic of Albania’ and Law No. 9887, dated 10.03.2008, ‘On the Protection of Personal Data’, and the regulatory framework as updated from time to time by the Commissioner for the Right of Information and Protection of Personal Data. For a more detailed information on the data processing carried out by Vodafone and data subject rights, please visit our Privacy Policy at www.vodafone.al.

How we Protect your Data
Vodafone recognizes the importance of security of your personal data and your electronic exchanges. For this reason, Vodafone has taken all necessary technical and organizational measures to ensure the maximum level of security in compliance with the Albanian laws in force on the protection of personal data. All information related to your personal data is secure and confidential.

•    Security
•    Encryption of your Username (Phone Number) and Password

How Long do we Keep your Data for?
Detailed information about the quality and use of your connectivity services, location and apps is kept no longer than 14 months after it has been collected.
Vodafone may retain aggregated and statistical reports that have been generated using the information listed above for a longer period, but as these reports do not identify you as a user, they will not be used in a way that impacts your privacy.

For information regarding the retention of other Vodafone data, please refer to our general privacy policy.

Speed Checker
This functionality gives you the ability to check how fast you receive information from the internet and send information from your device to the internet. In order for this functionality to check the speed of your internet, you will be requested to allow My Vodafone App to access your location in your device’s settings. In order to check your network speed, enable network optimization in My Vodafone App settings; like this you help us improve your experience by testing the quality and use of your connectivity services.


 

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
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