Vodacom discriminates against hearing impaired

For many years my husband has had a Vodacom contract with Chatz Connect in Wellington, Western Cape, which we are told is Vodacom’s largest exclusive and award-winning independent dealer channel in South Africa.

As my husband's contract is again drawing to a close, he wanted to renew it with an Apple Watch, which was confirmed by Chatz Connect as being possible on the contract. The consultant confirmed she would gather the information and contact him. As he is hearing-impaired, he was not sure that was what the consultant had said. After a month of no contact, we both went to Chatz Connect this morning for an update. I went to assist him as I can hear properly and relay the information to him.

Under Covid-19 restrictions, the windows were pasted with notices stating only one customer per consultant would be permitted and to form a queue outside until we could be admitted.

The man on the door requested my husband's ID number, phone number, took his temperature and app**** hand sanitizer. This was great, until I explained I needed to accompany him as he is hearing-impaired and I need to assist him.

Access denied. Rules. Only one customer per consultant. I explained my husband is the customer, I am "his ears" as he cannot hear.

Access denied. The man on the door then left the store and went to Pick n Pay next door to purchase something. My husband was now seated at a desk in Chatz Connect looking at me. I could only stand outside and shrug.

When the man returned I explained again that my husband is hearing-impaired and needs me to hear on his behalf. His hearing is only partial.

Access denied. I asked whether Vodacom/ Chatz Connect discriminate against the hearing-impaired but he rep**** quite calmly he was not discriminating.

I waited in the car in the sun for nearly an hour before my husband returned. I asked how the discussion went and he said he was unsure. Although the consultant tried to speak clearly he could not lip-read due to the mask and he needed me to confirm what she had said. He has a fear of mis-hearing and agreeing to something which was not said or that he mis-heard. Any background noise distorts his limited hearing to a further extent.

I find this behaviour on the part of Vodacom unbelievable. The Covid-19 preventative measures etc are laudable and very good, but to deny a person their Rights to be able to hear correctly is ************** in the highest degree.