Vodafone fuels sharp rise in new TIO complaints

 

"Extremely disappointing".

The Telecommunications Industry Ombudsman has reported a 96 percent rise in complaints lodged against Vodafone in the second half of last year.

About 5,370 new Vodafone complaints were received by the TIO, mostly for "mobile telephone coverage issues, long wait times, failing to act on promises and not being able to contact Vodafone at all".

Vodafone suffered well-documented problems with its network in the latter half of last year, leading to a major class action by disgruntled customers wanting compensation or out of their contracts.

However, the carrier also blamed crafty customers looking for a free iPhone 4 upgrade for a rise in complaints in around September last year.

“Customer frustration with Vodafone is understandable,” the Ombudsman Simon Cohen said.

"It is one thing to have a service problem. But what is particularly concerning is when consumers cannot contact someone to have their problems sorted out.”

The sharp rise in complaints against Vodafone helped fuel an overall 9 percent rise in new complaints across the telecommunications industry, which Cohen described as "extremely disappointing" given a general downward trend in recent months.

The rise in complaints had "mostly been driven by a 20 percent increase in mobile phone service issues," Cohen said.

Vodafone chief Nigel Dews said in a brief statement that the telco had "more work to do" to keep complaint numbers down.

He pointed to initiatives such as 300 new customer service staff hires and planned  network improvements as ways the telco was working to address complaints about its network.

Copyright © iTnews.com.au . All rights reserved.


Vodafone fuels sharp rise in new TIO complaints
 
 
 
Top Stories
Woolworths hires first-ever CISO
KPMG exec to head IT security ranks.
 
Content, cost & constant innovation: How Foxtel plans to take on Netflix
Nell Payne inhabits the “brave new world of blue strings and networking”. Just don't ask her to put a TV screen on your microwave.
 
Westpac fires starting pistol on core banking upgrade
St George readies itself for move to Celeriti.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest articles on BIT Latest Articles from BIT
Microsoft launches Office for Android preview
May 22, 2015
Microsoft has launched a preview of Office for Android smartphones. Pre-release versions of ...
Microsoft is working on an iOS email chat feature called Flow
May 22, 2015
Microsoft is working on a new chat app, but at the moment we know more about what we DON'T know, ...
Windows 10 free upgrade: Microsoft details who gets what
May 22, 2015
Microsoft was meant to be streamlining its OS with Windows 10, so why is upgrading so confusing? ...
Windows 10 has an edition to suit everyone's needs
May 15, 2015
Microsoft unveils a mind-melting six editions of Windows 10 ahead of its Winter 2015 launch. ...
Firefox 38 FINAL released, debuts new tab-based preferences
May 13, 2015
Mozilla has unveiled the latest version of Firefox 38.0 FINAL for desktop, with Firefox for ...
Latest Comments
Polls
Should Optus make a bid for iiNet?

   |   View results
Yes
  43%
 
No
  57%
TOTAL VOTES: 560

Vote