If you have a friend or family member who doesn't speak English and they'd like to contact us, there's a couple of ways that this can this be done.
Using a friend or family member as interpreter
- A customer unable to speak English can be identified through a non-account holder. However, the non-account holder must act solely as an interpreter and the account holder must be present during the conversation.
- The account holder's verbal authorisation for discussing details with the non-account holder must be given. The account holder will need to provide their name, address, date of birth and phone number, username or account number.
Using the Translating and Interpreting Service
- Non-English speaking account holders can also call the Translating and Interpreting Service (TIS) on 131 450 and ask to speak with Virgin Mobile. The TIS will arrange for an interpreter who will act as a translator between the customer and Virgin Mobile.
- Virgin Mobile Customer Service hours of operation are Mon - Fri 8am - 9pm, Sat - Sun & Public Holidays 9am - 7pm (AEST). Please confirm any charges with the TIS before engaging their services.