The Vodafail Report
I started this website out of frustration for Vodafone's customer service and ongoing network problems. It was designed to bring attention to the issues and show that aggrieved Vodafone customers are not alone. For the past month Vodafone customers and employees from all around Australia have shared their stories, the time they spent on hold and their phone reception details with Vodafail.com. Thank you for your openness and contributions.
The information you shared has been analysed and compiled into a report. The report aims to provide an insight into scale and complexity of Vodafone's issues, the causes and the potential resolutions that may be acceptable to the affected customers. The report is available in full on this page and on Thursday January 20th 2011, this report was submitted to the Australian Competition and Consumer Commission (ACCC) and the Australian Communication & Media Authority (ACMA).
Vodafone Hutchison Australia is the only company who can solve the problems of its own making and the Australian Government has the power to ensure future problems are less likely and more quickly resolved. The Australian Communication Consumer Action Network (ACCAN), the Telecommunications Industry Ombudsman (TIO) and the Privacy Commissioner continue to be vital in ensuring consumers' rights are respected and that issues are aired. Those organisations have the responsibility and that is where the attention should be focused.
The media in all its forms has brought these issues of public concern to the forefront of the public's minds. Vodafail has helped to organise that effort and if you are still experiencing problems with your Vodafone services please follow the steps on our 'How To Complain' page. Please direct any media inquiries regarding Vodafone's issues to Vodafone or the ACCAN. The ACCAN has released a statement about this report and the ongoing Vodafone issues.
Thanks again for all your support.
Other People's Comments
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This all comes at a time when the telco's are whining about the TIO and asking to have it's wings clipped. Sorry if it's already been posted.
Getting the 30-40 minute bus to uni I can barely use facebook or read any emails. I don't even bother with youtube or browsing.
I will also add the 3/vodaphone customer service is the worst I have ever recieved in my life.
My internet is slow like snail, I can't make use of it, and its not reliable gee it take forever to load.
over all just Crap. I want to get out of my plan. I want to get out as fast as I can,,I will spread the word that this is the crappiest network ever - not that they don't know already. I'd rather pay a higher package to get reliable service.
My god what kind of business are you running. I so sorry for the words im using but this is frustrating as hell. 49dollar a month for WHAT!!!!!! a brick???? an mp3 player a camera..BUT NOT a PHONE, not a smart device to surf the internet...
I think that it is worth highlighting that although there are many government, semi government and industry bodies such as the TIO involved in overseeing this area they have been remarkable quiet in this whole debate. It seems that whilst there is a large number of organisations they are somewhat fragmented and and apparently powerless to act.
It has also become painfully obvious that the various regulations and codes of have practice have loopholes that allow the continued poor service to exist because they cannot be enforces.
I and others I believe are also greatly disappointed in that the attention seeking Stephen Conroy when it comes to the NBN or the internet filter cant seem to get enough publicity but is earily silent when this significant failure in delivery of contracted services occurs from Vodafone.
There is a huge opportunity to learn from this experience and tighten up laws and regulations to provided enforcable service levels onto mobile carriers and provide a mechanism for consumers to escalte issues and to eventually break contracts with no penalty should that ultimately be required.
I am also very disapponted in the company Vodafone not acknowledging the issues and publicly stating what remedial steps they plan to take over what timeframe to rectify the issues. Clearly there are massive problems within Vodafone and also with their network. They seem to be toughing it out and hoping the uproar dies down and they can go back to business as usual.
The other issue that I believe to be addressed is the imbalance of power between a consumer and the company. If the company fails to act or provide the contracted services there is seemingly no immediate penalty or solution. However if an individual fails to pay their credit standing is affected and debt collection measure can be put in place.