Vodafone complaints still a problem: TIO
- 04 May, 2011 11:11
- Comments 13
Complaints about Vodafone’s mobile network have doubled in the first three months of 2011 as customers struggled to deal with continued dropouts and signal issues, according to the telco industry ombudsman.
Figures for the first quarter of the year, released this week, found a total of 14,670 new complaints were registered to the TIO about Vodafone between January and March, making up nearly a quarter of the more than 59,000 total number of new complaints registered during the quarter. Complaints as a whole increased by 14,000 compared to the fourth quarter of 2010, and 17,000 more than the same period last year.
However, more than 90 per cent of the total number of new complaints received during the quarter were identified as level one by the ombudsman, meaning they were settled directly between the consumer and the telco after notifying the ombudsman.
In its quarterly results (PDF), the TIO noted most complaints against Vodafone were registered during January of this year, when the majority of media scrutiny and customer attention was drawn to the issue.
The complaints, which first began in December last year, led to the creation of the Vodafail advocacy site and a class action suit led by law firm Piper Alderman that has, to date, garnered 20,000 responses against the telco.
Vodafail itself received 16,000 contributions in an attempt to map the telco's coverage across key areas of Australia.
Despite claims of many of the problems initially felt having been solved, the telco has experienced continued disruptions to its network, last month having been forced to offer a free SMS day as compensation for failures to its SMS messaging system on 24 April.
Yet in its 2010 annual report (PDF), Vodafone Hutchison Australia partner Hutchison Australia (ASX:HTA), the company reported subscriber growth of 681,000 new customers during 2010, amounting to a total subscriber base of 7.576 million customers.
VHA chief executive, Nigel Dews, also pointed to growth in postpaid customers and a growing number of 3G service user on the network as a positive sign for the company.
Half of all 2010 capital was directed toward network investment, according to Dews, including the rollout of a 850MHz network first announced last year. Plans have since accelerated to include a nationwide upgrade of all base stations for both 3G and LTE capability, beginning last month along the NSW Central Coast.
“Our accelerated network plan and addition of 300 customer service staff means customers are seeing improvements and we are confident that we will continue to deliver a significantly improved experience,” Dews said.
An annual general meeting scheduled for Tuesday is expected to reveal more details about the telco’s handling of customer complaints.
Connecting the customer, sooner
The refreshed TIO statistics came as the communications regulator, the Australian Communications and Media Authority (ACMA) has begun finalising its report on the ‘Reconnecting the Customer’ inquiry into customer service at telcos.
The inquiry, which has received 162 submissions in total since its announcement last year, is expected to suggest more regulation of telcos in order to improve service standards.
“What is blindingly obvious is that the market has failed to deliver around the issue of customer care and protection,” ACMA chairman, Chris Chapman, told attendees of the CommsDay Summit in Sydney last month.
“As I understand it, the Telecommunications Consumer Protection Code will make it clear that all participants in the sector will be bound; will need to own it. Psychologically, that’s progress.”
However, an address from Telstra chief executive, David Thodey, at the same summit urged for industry cooperation on the matter, rather than more regulation.
Commenting on the statistics, TIO board member and chief executive of consumer advocacy group the Australian Communications Consumer Action Network (ACCAN), Theresa Corbin, said it was a “new low” for customer service levels.
“The ombudsman has called this a ‘grim’ quarter for telco consumers but we think that’s putting it mildly,” she said in a statement.
“This disastrous result at such a critical time would be laughable if the impact of this industry’s inability to get it right didn’t affect so many millions of Australians every single day.”
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Comments
ExVodafoneUser
1
Imagine all the people like myself that didn't complain, but simply left for Optus or Telstra? I know probably 20 people that were on Vodafone and changed, but none complained. Word of mouth helped them to realise that you could get pretty good deals both prepaid or plan at Optus and Telstra, with considerably better network performance.
It's a shame, as Vodafone is a global Telco and could have actually worked to become one of the first Telcos to have local calling rates when you global roam, which would have given edge to business travellers. But with the issues in this part of the globe users don't really factor in price if performance is non existent.
Mic
2
Exactly ditto the comment above. BETTER NETWORK PERFORMANCE being the key here.
Belinda
3
At the moment vodafone really does suck...recently got the new wifi and it worked fine for the first month now i have nothing but trouble in connecting,staying connected and very low reception where no pages will open at all.
There is alot of people having the same problem.
The reason why people still join Vf is because they are cheap,they do have good deals but its not until its to late to change that u realise that they are also crap.
cathy
4
I have 2 mobiles with them and about to change this weekend to Telstra. I would rather pay a little extra for a Telco that delivers on expectations.
The last straw was I just called them to pay over the phone by credit card and the call droped put 5 times. In between those call backs when I called them back the VR said " Vodafail is experiencing technical difficulties"
Georgina
5
I am at home very sick and all day I have not been able to call or receive calls from loved ones and hold a conversation with them for more than 30 seconds without my mobile dropping out and up comes the all too familiar no network coverage and I am in an area that usually always has good coverage. Nothing is listed on the vodaphone website. I have recently bought a more up to date mobile prepaid telstra phone it may be more expensive but at least I know its reliable. Its a shame Telstra could do with some more competition! I have found myself having to txt instead of call to my partner on and off all day when normally I can take advantage of the vodaphone to vodaphone call rate but whats the use!
Gen
6
We currently have 2 mobiles with vodafail after a disaster contract with crazy johns. I cannot receive messages from certain people nor can I call them or they can't call me. Vodafone told me it's not a problem on their side..... It's been like this for the last month I have taken up with the tio as vodafail are useless hoping this resolves my issue and I can forget them!
toni-anne
7
been a on going issue with vodhaphone - they promose a service but i STILL to date have drop-out call failed texts arriving to other mobiles some vodaphone next day!!! i dont get any work if im not contactable-so why do they want payment for a faulty service And no one returns to speak to you after u have waited on hold for up to an hour!!! who really helps the loyal customers i wonder
Stephen
8
I have been a vodafone customer since November 2010. I have been into a store weekly since then trying to have my problems with either their system or my phone fixed.
I first signed onto a contract with them in December 2010 and didnt receive a bill, but had my phone usage blocked because I hadnt paid the bill, I went in store and they had a look at my file and told it should be back to normal next month. This happened for 3 months in a row. I threatened disconnection which forced them to search for a solution further and eventually the fault was found and fixed.
The phone I was using whilst on contract was a nokia N8, which I had returned for repair, and eventually replaced, which the replacement lasted 30 minutes before I found a fault with it and asked to pick a whole new handset, to which they agreed.
I then upgraded to an iPhone4 and since then my service has hit rock bottom, my reception is patchy at best and calls arent coming through etc. Vodafones solution to this is to switch me to a new sim card, which has had little effect. I have had apple replace my phone, which was vodafones idea, but still no luck.
I am currently under monthly subsidy of my cap charges and for the next 3 months and are compiling a list of places and times my iPhone loses reception. I will be disconnecting my service with them once the 3 months are up, as 3 times in the past 2 weeks my NEW iPhone4 has lost all reception.
Cassandra
9
Hi everyone,
Could someone please help me out by telling me how I can contact the TIO? I've had incredibly poor service through 3/vodafone and it's driving me crazy!
Thanks
kelli
10
i went into a store today to talk about all the problems i have been having, during the converstion someone butted in and i got left standing there with no help as the person serving me ignored me and went on talking to the arrogent other.. i also called the other week along with many other weeks and always cuts out.. i hate vodafone and have been with them for about 4 years now with no problems until the last year or so, if i had a chance to opt out without charge i wouldnt think twice.. as soon as my contract is up i am leaving and i will also be taking the poor service further as i am sick of all the crap they blab on about..
sanjay wadhwani
11
please attention vodafone team
This is sanjay wadhwani from kanpur wide my vodafone no 9415440822,today that is on 31 oct 2011 i had some problem regarding my internet setting so i called up to the costumer care number 111 there i had a talk with mr, rahul verma as i got the massege after that, i was not satisfied with him so i replied no in the message on 6789 number from vodafone at 7:22 pm,and what i see after half and hour a so rahul verma called me up from his personal/other number 8005164858 and started using abusive language and said he is going to kill me,jus because i replied no in your message witch i got from 6789,what is all this i am totally disapointed by vodafone,please look up to the matter or i will go to consumer court/or i will go for fir in police
thanks
sanjay wadhwani
Narelle
12
2012 and Vodafone are still haunting me. I have gone to the TIO now, I thought the issue had been resolved and I know have a debt collection agency chasing me for outstanding monies. Seems we all are having the same problem with calls dropping out or not connecting and being charged for it. $700 month cap that I was going through every month and going over it by $200 - $300 per month. I know quite a few people that are having issues with Vodafone and service still. I don't recommend them to anyone, I strongly discourage people to use them
Karen
13
Currently still on hold to Vodafone, after receiving a bill for $696 when my husband and I are still waiting on delivery of his correct handset ordered (tradies mob)now 9 weeks ago. So we haven't used their service apart from me for 1 day (I did get my galaxy)when I found that they didn't give me same number I had before as they guaranteed. (we were happy 3 customers previuously)So after over a dozen phonecalls and messages left and unanswered to vodafone and only 1 text reply to say phones were on their way we have gone to Telstra, luckily the guy at vodafone never processed our contract so we were free to change. What a joke!!! No customer service here at all....by the way I have been on hold for over 30 mins and no closer to working out why i got this bill????? Customers beware don't get sucked in by the seemingly great deals on offer, it's not worth it.