Vaya is dedicated to providing a mobile service that encourages inclusivity for all and in this guide you’ll find information regarding our accessibility initiatives.
Accessibility Guidelines
Vaya endeavours to comply with the current version of the W3C Web Content Accessibility Guidelines (WCAG) standard. While every effort is made to ensure content is accessible, we always welcome feedback.
If you're encountering web accessibility issues, please contact us.
Large font billing
Vaya is able to offer large font billing to customers upon request.
The large font bill will be sent to the same email address linked to your Vaya account. Alternatively, a physical copy can be sent out via the post. If you’d like to request a large font bill or payment receipt, please contact our customer service team.
Need a bill reprinted in large format?
Reprints of past bills can be re-issued in large font format by contacting us.
Translator or interpreter services
As the account holder, you can give verbal authorisation for Vaya to discuss details with a translator or third-party interpreter service. The account holder must provide their name, address, date of birth, phone number before handing the call over to the third party.
Third-Party Authorisation
Alternatively, you can appoint an Advocate or Authorised Representative to deal with us on your behalf by filling out an Authorised Representative Form (PDF)
We may also accept a person who holds an appropriate Power of Attorney or Guardianship Order as an Advocate or Authorised Representative for your account, however you’ll need to forward a certified copy of the Power of Attorney or Guardianship Order along with the form that you send in.
National Relay Service
If you are deaf, or have a hearing or speech impairment:
- Contact us through the National Relay Service
- Provide them with the Vaya number (1300 008 292)
For more information, please visit - communications.gov.au/what-we-do/phone/services-people-disability/accesshub/national-relay-service
Voice to Text
Voice to Text is a feature that converts your voicemails into text messages and sends the texts to your Mobile phone.
Your voice messages will be sent directly to your mobile SMS inbox as a text message. This service lets you access your messages more efficiently and discreetly. There’s no need to dial your voicemail inbox to retrieve your messages.
If you’d this feature to be enabled with your Vaya mobile number, please contact us.