26 Mar 2012 - Update Highest Rated Pain Stories Highest Rated Gain Stories Vodafail Local Facebook Page
Dear visitor,

Since its inception Vodafail.com has made a significant contribution towards raising awareness of the problems and issues faced by Vodafone customers.

Vodafone Australia customers have had the opportunity to voice their concerns, their fears and their troubles from every corner of Australia and beyond our borders. You have gathered the courage to stand up for your rights as consumers and to make your voice heard.

Each and every person who shared their story should have a sense of pride in this achievement and the changes that have occurred since the start of Vodafail.com.

More recently, traffic to Vodafail.com has declined significantly. Having achieved the goal of raising awareness and promoting concrete action in early 2011, we have now reached the point of closing Vodafail to new complaints. The site will remain online for as long as possible as a reminder and an example of what is possible when we share our experiences.

It has been a privilege to run this initiative and I'm am forever grateful for the help and support I've received. In particular I would like to thank Melissa, David and Travis for their continued efforts over the past 15 months. I'm also thankful and humbled by the support of ACCAN, Choice magazine and a wide range of media outlets, blogs and websites.

You can still browse existing stories and find out how to file a complaint if you are experiencing problems.

Until next time,

Adam Brimo

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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20740 Someone from SA thinks the report is Ruthless Corporation at 31 Jan 2012 12:10:08 PM
I am on Vodafone's infinite plan. I pay $45 a month for infinite calls and Iphone. I was charged $638 last month because of 3G data usage. Vodafone never warned me about excessive data usage. I rung their customer service centre in Mumbai several times and I waited for hours, just adding to the plight of getting hand balled. Finally I got to speak to their (PERSONAL DETAILS REMOVED), who refused to reimburse $638. I was told that there is no other choice but to pay the money. They have disconnected my service too. I have taken this matter to TIO now. Thank God for TIO. Vodafone is a greedy multi national corporate giant who has no good intentions about its customers. Instead, it has a bullying policy where if you do not pay what they ask you to, they just disconnect your phone. I am very lucky to live in a country like Australia where we have an independent ombudsman and ACCAN. I advice people not to sign up with Vodafone. They are very greedy and dodgy.

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19574 Someone from SA thinks the report is Appalling Customer "Service" at 4 Oct 2011 02:32:03 PM

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13850 Someone from SA thinks the report is Customer "Care" at 21 Jan 2011 12:26:29 PM
I've just read your report to the ACCC and ACMA - well done on keeping it focused on facts and figures without letting the emotion overtake the points being made.

I had my first experience with the phone service yesterday, after signing up for internet action in December. Wait time wasn't too bad, but when I got through, I found the staff member disinterested in my call. I repeated my details 3 times, to be told that they couldn't find my account. I repeated my problem 3 times before tiring of the charade and asking for a superviser.

The superviser, when I got through, had the full details of my account and situation, but gave me misleading information (I'm on a plan which is half price for the first 6 months, but it's not been credited - STRIKE 1. I was told that the half price starts at month two - STRIKE 2. I was told that they couldn't help me on the phone, I'd need to go into a store - STRIKE 3....and to 'have a good day').

The staff at the store was clearly frustrated with the customer care area, but also decided to take out their frustration on me. The situation, I'm told, will be resolved before my next bill....anyone want to give me odds on that happening?

Thank you for the site - not just to vent, but to see that I'm not the only person to have this experience. I've never heard of a good experience with an Indian call centre, but I don't think it acceptable to give me wrong information just to get me off the phone.

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13503 Someone from SA thinks the report is wirless broadand at 21 Jan 2011 08:41:47 AM
I undestand that 3 and Vodafone are one of the same.
Their network continues to deliver below par , dialup is faster.