FROM SYDNEY MORNING HERALD:

Mobile security outrage: private details accessible on net Natalie O'Brien
January 9, 2011

The personal details of millions of Vodafone customers, including their names, home addresses, driver's licence numbers and credit card details, have been publicly available on the internet in what is being described as an ''unbelievable'' lapse in security by the mobile phone giant.

This website is aware of criminal groups paying for the private information of some Vodafone customers to stand over them.

Other people have apparently obtained logins to check their spouses' communications.

Advertisement: Story continues below Personal details, accessible from any computer because they are kept on an internet site rather than on Vodafone's internal system, include which numbers a person has dialled or texted, plus from where and when.

The full extent of the privacy breach is unknown but this website has learnt that possibly thousands of people have logins that can be passed around and used by anyone to gain full access to the accounts of about 4 million Vodafone customers.

Professor Michael Fraser, the head of the Australian Communications Law Centre at the University of Technology, Sydney, said that it appeared to be a major breach of the company's privacy obligations and ''unbelievably slack security''.

''The fact you can look up anybody as easily as that seems to be a gross breach of privacy and resulting in an almost negligent exposure to criminal activity,'' said Professor Fraser, who also heads the Australian Communications Consumer Action Network.

A spokesman for Vodafone said yesterday the company had ordered an immediate investigation and review of security procedures.

''Customer information is accessed through a secure web portal, accessible to authorised employees and dealers via a secure login and password,'' he said.

''Any unauthorised access to the portal will be taken very seriously, and would constitute a breach of employment or dealer agreement and possibly a criminal offence.

''We will be conducting a thorough investigation of the matter with our internal security experts and will refer the matter to the Australian Federal Police if appropriate.''

He said all passwords would be reset, and training and other procedures would be reviewed.

The revelations come as Vodafone is facing potential lawsuits and widespread customer dissatisfaction with network access.

More than 9000 customers have joined a class action and the company has set up a number of taskforces to try to fix the problems.

In this new saga for Vodafone, dealers have revealed that they are frequently asked to do ''favours'' and to pass on their login details.

Because the customer database is not an intranet (internal company system) and instead on the internet, users with a password can log in to the portal from anywhere, then access any customer's information.

Vodafone retailers have said each store has a user name and password for the system. That access is shared by staff and every three months it is changed. Other mobile dealers who sell Vodafone products also get full access to the database.

Anyone with full access can look up a customer's bills and make changes to accounts. Limited access allows searching by name, which takes much longer and is more involved but can be just as effective when done correctly. ''It's scary stuff in the wrong hands,'' one dealer told this website.

Australian Privacy Commissioner Timothy Pilgrim said all organisations should take appropriate steps to secure the personal information of their customers or they risked breaching the Privacy Act.

''If an individual believes their privacy has been interfered with they should first contact the organisation responsible and if they are not satisfied with their response they can make a complaint to our office,'' Mr Pilgrim said.

He has backed the federal government's intention to give his office extra powers to impose penalties should he find a breach of the act.

Vodafone-Hutchison Australia has been a mess the day both were merged and it has lost the plot,the mindset has been that they are now a big player in the market. They do not worry about customers' well beings.

The network can not hold connection, devices have become unsable, download speeds are not meaninful,now we are in trouble,all our personal information in the hands of unwanted people

They have all the call centres in Mumbai.

I just heard and read that Vodafone customers banking details and other private info has been put onto a website so every THE personal details of millions of Vodafone customers, including their names, home addresses, driver's licence numbers and credit card details, have been publicly available on the internet in what is being described as an ''unbelievable'' lapse in security by the mobile phone giant.one can see.."" quoted from http://www.smh.com.au/technology/security/mobile-security-outrage-private-details-accessible-on-net-20110108-19j9j.html..this absolutely outrageous..I might cancel my contract. Criminals can get ur details and now purchase stuff without ur knowledge or even use confidential info as a leverage.

I live in the north brisbane area (less than 5km from the city) and I hardly ever have full 3G service available. The service is never full in my house and most of the time I need to walk outside to have clear coverage on the phone.

When I stay with my g.f who lives 10km from the city it struggles to receive 1 bar of 3G and most of the time will be on 'edge'. How hard is it to received clear coverage? I travel frequently to the Sunshine Coast where I don't even bother going onto the Internet as the service there is extremely poor.

My most recent frustration was standing on a family members back deck in the stafford heights area during a phone interview and my phone dropped out twice, it's a complete joke! Now I read that Vodafone has been hacked and customers personal information is available!! How much longer can this go on for?

I sit here typing my vodafail experiences on telstra wifi as I don't think my Vodafone service will work for me :s

I constantly experience dropouts, failed calls, "can you hear me" calls, the need to reset my phone to get a signal, prompts that my network has disconnected and if I leave Sydney - I can't really use my phone at all. Combined with the recent article in the Sun Herald about user's personal information, including driver's license numbers and credit card details, being available over the internet to anyone with a Vodafone store password - I've had my fill of Vodafone.

I'm on an unlimited call plan, which is cheap for unlimited calls and is why I went on it, but it isn't cheap if you account for the fact I'm not receiving the service I contracted Vodafone to provide. I've lost numerous business calls, but thanks to other forms of technology have been able to get back in contact with clients and therefore probably haven't lost any business or suppliers as a result - just annoyed a few people. But I would like to cancel my contract without having to pay the cancellation fees. Which I think is only fair if they can't provide the contracted service or guarantee my personal information will remain secure.

Is af the current V/F issues are not bad enough !
Now the breach of privacy and our personal details are leaked to who knows how many crims and identity thieves ? This is just extraordinary that Vodafail has such lax security around the privacy of OUR details. Add this privacy breach to the class action I say ! Federal Govenment agencies, what are you doing about this ?????
Here is a link to the V/F privacy policies.
http://www.vodafone.com.au/personal/aboutvodafone/legal/privacypolicy/index.htm

I have just FINALLY spoken with someone about disconnecting my service - having gone elsewhere already. I'm told I still have to pay the full penalty nless I allow them to investigate whether I live in a low reception area. That would tip me into yet anotehr billing cycle - it takes about 72hrs - and then they will only waive the fee if my billing address is low. What about the rest of the state, including the neighbouring suburbs where I can't get recpetion in my brother's house? And what about the country areas I need to travel to for work where there is no reception? Apparaently they can't use any of those postcodes.
As for the news reports today about personal details being accessed - the fee is perhaps a small price to pay in the long run?
Now to switch my daughter's prepaid and we're completely FREEEEEEE.......

I want out of my contract. Poor service, and now my personal details on the web. I am sorry Vodafone, you do not deserve to operate in Australia.
http://www.skynews.com.au/topstories/article.aspx?id=562010&vId=

if the latest news is true (vodafone and 'OUR' personal details available over the web) where do 'WE' leagaly stand ? can we exit our contracts due to this ? or are 'WE' trapped in contract while our personal details are there for everyone to see/use/abuse?

Vodafone Security Breach... another fail... Hope I can get out of my contract.

Today's Sydney Morning Herald reports... THE personal details of millions of Vodafone customers, including their names, home addresses, driver's licence numbers and credit card details, have been publicly available on the internet in what is being described as an ''unbelievable'' lapse in security by the mobile phone giant. read more here: http://www.smh.com.au/technology/security/mobile-security-outrage-private-details-accessible-on-net-20110108-19j9j.html

i am the owner of a small business that relies on my phone to get jobs. as of late eg, last few months, call drop outs whilst on phone either driving or stationary, or not even being able to dial out, however i have 2 to 3 bars of service on phone though. delay on getting voice mail. it's a bit hard to run a business when i can't even get jobs booked in.
just heard via media outlets that now vodafone's storage of customers details have now been accessed by other soucres, if that is the case, anything that has been accessed from me & can be proven that it was at fault from vodafone, look out vodafone, they will have more dramas than they thought.
VODACRAP!!!!!!!!
personal details

Think it can't get much worse for Vodafone? Now there's been a huge breach of their lax security.

VODAFONE MOBILE RECORDS LEAKED (Sydney Morning Herald Jan 09, 2011)
THE personal details of millions of Vodafone customers, including names, home addresses, driver's licence numbers and credit card details, have been available on the web in what is described as an ''unbelievable'' lapse in security by the mobile phone giant.

The Sunday Age is aware of criminal groups paying for the private details of some Vodafone customers to blackmail them.

More here: www.smh.com.au/technology/security/vodafone-mobile-records-leaked-20110108-19jgm.html

This is the third time i have received a bill out of my contract.My contract is for 49 a month and the bill come for more than 300 dollars,completely out of the conditions of my contract.Also i have my daughter working in Canberra and is impossible talk to her becouse the call just droop constantly.Also this problem hapen in locals calls making no worst to have a mobil with vodafone service.Pleasr i need help,becouse they constantly are abusing me.
Thankyou
Filomena
(PERSONAL DETAILS REMOVED - Vodafail.com Team)

bad reception, getting sms after hour's of sent and bad internet connections but the worsed:

I locked my phone on the 5TH jan 2011, i needed my PUK code to unlock my phone.
So i called Vodaphone(VodaFail) at 2:30pm which i was placed on hold, i stayed on hold till 9:30pm and still no one answerd my call and could'nt acces my Phone.7 hours on hold and the stupid machine will say "please stay on hold we will be with you soon"

my number
(PERSONAL DETAILS REMOVED - Vodafail Team)

Over the years I have been a long loyal customer to vodafone and onky recently got a plan. Since then my service has had nothing be disruptions and interuptions!!! Not only that but my data on my phone rearly works and frankly when I'm paying for a service I want the service to work or at least someone could have told me there may be a few glitches to come but no, nothing was said.

And my home internet is constantly dropping out! As I am planning a wedding and doing online training for my work I am very very dependent on having the internet at home.

This is just disgusting and appuling!!

(PERSONAL DETAILS REMOVED - Vodafail.com Team)

Some clown rang me on behalf of Vodafone today asking why I still hadn't paid a $209 bill for back in June and It was the first was for some phone number I had never heard of. I asked did they ring the phone number in question, he hadn't, so frustrating. I said I had to show my passport and drivers license to get on the plan I'm on now and asked if he checked that this other number had the same personal information, he hadn't checked. He then went on to tell me I then needed to ring Vodafone back and talk to customer care there and sort it out, guess what, Vodafone were "flat out at the minute" for over an hour, had to hang up.

I jst signed up with vodafone a few months ago. But having a lot of problem. Especially my friends are not able to reach me. The signal is always low. I have 2 gb Internet as part of my contract. But can't seem to use it fully manly because it's too slow . Some times it jst does't load any thing . My name is (DO NOT POST PERSONAL DETAILS - Vodafail.com Team) And I demand a solution. I feel like I am living under a rock. Please give me the value for my mOney that's all I ask.

I called the customer service line at 7:45pm one evening from my home phone to complain about not being able to send or forward emails. My call was answered just before 8pm. My personal details were called up on the service screen. Just as I was about to verify my password the phone line dropped out. How can a landline drop out? I immediately called back but was greeted by a recorded message which advised that this department was closed for the day and that I should call back tomorrow. My strong suspicions are that my call was going to take some time to resolve and that it was already past closing time, so my call was terminated on purpose. This was frustrating.
My immediate thoughts were that the customer service department operator would call me back, after all they had my details on the screen in fronton them. I have three mobile phone numbers with Vodafone, they have my home phone number, SMS, and email details. I received no return reply that night. That night I sent an email stating exactly what I thought of of their Customer Service Help line. The next day I received an automated email advising that there was an
unresolved issue in their system and if I would like to call back to complete the enquiry. I never called back and I still have the same problem. When my contract expires I will be "shopping around" for another phone company preferably one that provides customer service when I need it ..... Not when it suits them!

i have vodafone as part of my work phone to alert me of security breaches. I cannot get phone calls from security if i need too. Also i could not get phone calls from my kids on xmas day. Had it, going to Telstra!!!!!!!!!!!!!!!

I am not a vodafone customer (thankfully) but found four unauthorised withdrawals by vodafone against my credit card. After 45 minutes with call centre staff in India who continued to try to blame me for giving out my credit card number to strangers, I was transferred me four times to other staff and was told variously: that if i took my bank statement to any vodafone store i would receive an immediate refund; that the next person i was being directed to would make an immediate refund; that (by the next person) it was impossible for anyone to authorise a refund; that the help desk had no contact with vodafone in Australia and had no way of contacting them or getting a message to them; and that vodafone's fraud department would deal with the matter but I could not be given the fraud departments number, because even the staff didn't have it, but i would be copied in on an email to the fraud department.
Vodafone, your help desk staff function only to wear customers down until they give up. Thankfully the Commonwealth Banks' Australian helpdesk had the matter resolved (from my end) in hours.
Vodafone you are a thief, a cheat and liar.

I recently went to Fiji for 5 days, before leaving I checked my rates on roaming, reset my counter so I knew how long I was talking for and switched off data roaming as advised on the vodafone website and told by staff. I received a text once I landed which said to receive a call would cost $1 per minute yet advice I had was I would only be charged standard call rates, hence I elected to phone back to Australia as it would be cheaper than to receive a call. On the final day my phone had been suspended hopefully they thought it was a security breach yet the numbers they sent me in a text to fix the problem, advise them I had the phone were not working numbers. When I landed back in Brisbane I went to the Vodafone booth at the airport and he had to give me a new sim card but could not activate my phone for outgoing calls or texts. I called the following day and it was re activated but I have a bill for over $2000. $1100 in calls and the remainder in data. I have mananged to get a credit for $866.87 for some of the data roaming but they have not credited me anything back on the calls. My calculations I was on the phone for 4 hours and 30 odd mins and even being generous my calls should not of been over $500.
As for MMS, forget it my son sent some on Christmas day and I received the last one (I think) at 5.23 am this morning. This is a common problem, as is not being able to use the internet e.g. facebook and twitter are the worst on a regular basis. I talk to another Vodafone customer frequently and when he is on the M5 in Sydney and I am on the Gold Coast his phone cuts out on a major motorway.
The new wireless that is just a joke, I had it work maybe couple days on and off and now am using the old toggle again with no wireless to hook up the other computers in the house.
I have been a Vodafone customer for approx 12 years.

I recently went to Fiji for 5 days, before leaving I checked my rates on roaming, reset my counter so I knew how long I was talking for and switched off data roaming as advised on the vodafone website and told by staff. I received a text once I landed which said to receive a call would cost $1 per minute yet advice I had was I would only be charged standard call rates, hence I elected to phone back to Australia as it would be cheaper than to receive a call. On the final day my phone had been suspended hopefully they thought it was a security breach yet the numbers they sent me in a text were not working numbers. When I landed back in Brisbane I went to the Vodafone booth at the airport and he had to give me a new sim card but could not activate my phone for outgoing calls or texts. I called the following day and it was re activated but I have a bill for over $2000. $1100 in calls and the remainder in data. I have mananged to get a credit for $866.87 for some of the data roaming but they have not credited me anything back on the calls. My calculations I was on the phone for 4 hours and 30 odd mins and even being generous my calls should not of been over $500.
As for MMS, forget it my son sent some on Christmas day and I received the last one (I think) at 5.23 am this morning. This is a common problem, as is not being able to use the internet e.g. facebook and twitter are the worst on a regular basis. I talk to another Vodafone customer frequently and when he is on the M5 in Sydney and I am on the Gold Coast his phone cuts out on a major motorway.
I have been a Vodafone customer for approx 12 years.

About a month ago I reported vodafone to teo as somehow my husbands phone account had been muddled with another vodafone's customer. After a vigorous 3 days of constantly having a phone to my ear (mind you 95% of the time i was on hold) I continuously got told that they could not access my account without the correct personal information. I then got on my web account which had another ladies name as well as all of her information, bills and phonecalls. Finally after contacting TEO I got a phone call from a vodafone representative willing to listen. As my vodafone phone was out of action I had to rach up my optus bill which still sits at a total of $600 + as I simply can not afford to pay it. Vodafone keep telling me that they are compensating my account by giving me 9 months credit but since then they have added a subscription to the account which i've been told was authorised and is on contract which can't be canceled. I added no such thing to my account. Also I've still got the other customers details on my account page. And they refuse to take responsibility for my optus bill so i've got optus threatening debt collection etc...

the only sufficient compensation is for vodafone to cancel my accounts with them... and i'm not going to give up until this has happened.

Ive been with vodafone since may 2010 i regret switching from optus to vodafone because:
- Poor customer service
- Long wait to get through to Customer Care
- Calls Drop Out
- Messages delayed (sending & receiving)
- UNCLEAR charges!!
- NO BLOODY RECEPTION ANYWHEREEEEEE ONE MINUTE YOU HAVE SERVICE THE NEXT THERES NON FOR HOURS!!

I was sent out a bill for 90 dollars for the month of may paid the bill on time than my service was disconnected in November as 40 dollars was apparently overdue.. Not knowing what this 40 dollars was for i called customer care (waited 3 hours to get through to someone) and i was informed that someone had mistakenly paid 40 dollars on my account and that they sent me a bill for the wrong amount and that they had transferred the 40 dollars to the person who "accidentally" made the payment on my bill.. But i was not notified of this until i contacted them in regards to my service been cut off which was 6 months later!! NOT GOOD ENOUGH!! how can someone "accidentally" make a payment on my bill when i have my own account number and personal details and security code!!


THANKS FOR THE THIRD WORLD COUNTRY SERVICE I WILL NOT BE RENEWING MY CONTRACT WITH THIS COMPANY NOR WILL I BE RECOMMENDING THIS COMPANY TO ANYONE.. CANT WAIT TILL MY CONTRACT IS FINISHED (2012) =( SO THAT I DONT HAVE TO DEAL WITH VODAFONE EVER AGAIN..

I left Vodafone the moment my contract expired with them. After the horrible coverage and reception I suffered for to years, they failed to send me my last bill, I called and requested it to be sent. It never was. i received an email saying I had to pay the amount plus an overdue fee, the regular bill was unusually high. I emailed back requesting a breakdown of the bill, after three of these requests Vodafone sent me someone elses bill, with their phone number, all the call and messages they had sent over the past month and their address. I called to complain but wasn't able to talk to a person.

I went into a store to complain, and they gave me yet another phone number. This all went on over about three months. Me requesting my bill, they were calling and telling me to pay my bill. In the end I paid, I was sick of the phone calls, but I still regret that they wore me down.

I sent the other person's bill that they sent to me to the address on the bill, with a letter telling him that I was given all his personal details, and to be careful.

I had rung previously to inform vodafone that I am getting bills for the wrong person. I have given over all details and also raised concerns that my bill is going elsewhere as it is more often than not, not sent to my hotmail account. The unhelpful Egyptian said that there was no need to fear, all my billing information was not being sent elsewhere. She also said that she would contact XXX XXXXX and apologise for his personal information being sent to me.

Well months have passed, I actually called XXX XXXXX myself because I tire of getting his bill monthly. He said he had never been contacted by Vodafone and had no idea his bill was being sent to me. He then called and apparently had it all sorted out. Well it seems that that is not the case.

I tried email and it took a month to get an automated response to Why is there an unusual or unexpected charge on my current bill?
I replied asking why they were sending my non-relevant auto resposes to which I got:
Hi ,

Thank you for your patience.

Vodafone apologises for the delay in responding to your enquiry within our normal time frames, and regret any inconvenience this may have caused. We understand that due to this delay, you may have utilised other avenues to resolve your query.

Please note that Vodafone are unable to assist with handset upgrade or mobile internet technical issues via email. For assistance with these queries, please call Vodafone on 1555 from your Vodafone handset or 1300 650 410 from a landline.

If you still require assistance via email, please advise us within 72 hours, and we will respond as soon as possible. Alternatively the answer to your enquiry may be found by registering and accessing the My Vodafone website.

I then threatened to go to the ombudsman as they were in breach of privacy laws. I then got a HUMAN response (OMG the shock)
I apologise for the delay in replying. We have recently been experiencing higher than usual email volumes, and we are working through a backlog.

I have arranged to stop these bills from being sent to your email address. You will not receive any further emails regarding this account. Please delete any emails you have received to date.

I have 2 months to run on my 2 year contract and then I'm outta there!

Ive been with vodafone since may 2010 i regret switching from optus to vodafone because:
- Poor customer service
- Long wait to get through to Customer Care
- Calls Drop Out
- Messages delayed (sending & receiving)
- UNCLEAR charges!!

I was sent out a bill for 90 dollars for the month of may paid the bill on time than my service was disconnected in November as 40 dollars was apparently overdue.. Not knowing what this 40 dollars was for i called customer care (waited 3 hours to get through to someone) and i was informed that someone had mistakenly paid 40 dollars on my account and that they sent me a bill for the wrong amount and that they had transferred the 40 dollars to the person who "accidentally" made the payment on my bill.. But i was not notified of this until i contacted them in regards to my service been cut off which was 6 months later!! NOT GOOD ENOUGH!! how can someone "accidentally" make a payment on my bill when i have my own account number and personal details and security code!!


THANKS FOR THE THIRD WORLD COUNTRY SERVICE.. CANT WAIT TILL MY CONTRACT IS FINISHED SO THAT I DONT HAVE TO DEAL WITH VODAFONE EVER AGAIN..