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
Myer CIO named retailer's new chief executive
Richard Umbers to lead data-driven retail strategy.
 
Empty terminals and mountains of data
Qantas CIO Luc Hennekens says no-one is safe from digital disruption.
 
BoQ takes $10m hit on Salesforce CRM
Regulatory hurdles end cloud pilot.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest articles on BIT Latest Articles from BIT
Microsoft is offering Azure for Disaster Recovery to Australian SMBs
Feb 10, 2015
If you haven't talked to your IT provider about disaster recovery, it might be worth discussing ...
The 2015 Xero Roadshow is on: here are the locations and dates
Feb 6, 2015
The 2015 Xero Roadshow kicked off this week - see where you can attend at locations around ...
Microsoft Outlook is now on iPhone and iPad: why could this be useful?
Jan 30, 2015
Microsoft today released Office for Android and Outlook for iOS - complementing the other Office ...
Franchisees, here's something you should know about
Jan 23, 2015
You need to know the Code if you are a franchisee or franchisor as the penalties are significant.
Xero users rejoice! Quoting has finally arrived
Jan 23, 2015
It has taken years, but Xero has at last added integrated quoting to its online accounting software.
Latest Comments
Polls
Who do you trust most to protect your private data?







   |   View results
Your bank
  35%
 
Your insurance company
  5%
 
A technology company (Google, Facebook et al)
  9%
 
Your telco, ISP or utility
  8%
 
A retailer (Coles, Woolworths et al)
  4%
 
A Federal Government agency (ATO, Centrelink etc)
  18%
 
An Australian law enforcement agency (AFP, ASIO et al)
  15%
 
A State Government agency (Health dept, etc)
  7%
TOTAL VOTES: 3997

Vote
Do you support the abolition of the Office of the Information Commissioner?

   |   View results
I support shutting down the OAIC.
  27%
 
I DON'T support shutting the OAIC.
  73%
TOTAL VOTES: 1368

Vote