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
Share Your Pain
| ACT (1140) | Everywhere (19206) | NSW (7557) | NT (170) | QLD (3578) | SA (987) | Somewhere else (224) | TAS (242) | VIC (3573) | WA (1735) |
10927 Someone from NSW thinks vodafone is Hopeless at 6 Jan 2011 02:28:27 PM
After complaining to the TIO about my poor coverage and constant drop outs at SydneyOlympic Park ( still being investigated by vodafone) I was revered to this
Mobile drop-outs and poor coverage
The TIO regularly investigates complaints where consumers allege they were misled by their provider or its dealer about mobile phone coverage, or are otherwise dissatisfied about the level of coverage they are receiving. Most commonly, complainants seek the TIO's assistance in being released from their contractual obligations.
Where a complaint concerns allegations of misleading or incorrect advice, the TIO seeks information and evidence from both the complainant and the provider to attempt to ascertain whether the complainant has a sufficient case to be released from their contract. The TIO will need to establish:
whether coverage is poor and, if so, in which areas
what expectations the dealer gave the complainant about coverage (e.g. Did they guarantee coverage in certain areas? Did they show a coverage map?)
the extent to which the complainant has been able to use the phone
whether the complainant has moved
whether the complainant specifically told the dealer where they would be using the phone
whether the standard of service has changed
whether coverage differs depending on the time of day, weather, etc;
when the complainant first brought the complaint to the attention of the provider or dealer.
Information/documentation that might assist the TIO to determine these factors includes the written contract itself, copies of mobile phone bills, statements about any discussions that took place before the contract was entered into, and coverage maps.
The TIO expects a provider and/or its dealer to ensure a customer is adequately informed about the likely performance of their phone. Having said this, the TIO has regard to the experience and knowledge of the complainant in relation to mobile phones. The TIO also considers the customer's apparent level of understanding and therefore what could reasonably have been expected of them in the circumstances.
Where the available evidence suggests likelihood that the dealer provided inadequate, inaccurate, or misleading information about coverage, the TIO expects the provider to release the customer from any contractual obligations, without termination charges or fees. Depending on the circumstances of the case, the TIO might also expect the provider to reimburse and/or waive any access fees or other charges paid.
Where a complainant did not make their provider aware of a coverage problem until well into the contract, the TIO will question what caused the delay. Where it is apparent that the complainant could reasonably have raised the issue much earlier, the TIO will bear this in mind when considering what constitutes a fair and reasonable outcome in the circumstances.
In considering complaints about coverage, the TIO also considers the extent to which the complainant has derived any benefit from the phone. For example, where it is apparent that a customer is effectively unable to use their phone due to poor coverage, the TIO might expect a provider to cancel a fixed term contract without termination charges or fees even where the actions or advice of the dealer were not brought into question.
Next: Mobile facilities: installation and location
Mobile drop-outs and poor coverage
The TIO regularly investigates complaints where consumers allege they were misled by their provider or its dealer about mobile phone coverage, or are otherwise dissatisfied about the level of coverage they are receiving. Most commonly, complainants seek the TIO's assistance in being released from their contractual obligations.
Where a complaint concerns allegations of misleading or incorrect advice, the TIO seeks information and evidence from both the complainant and the provider to attempt to ascertain whether the complainant has a sufficient case to be released from their contract. The TIO will need to establish:
whether coverage is poor and, if so, in which areas
what expectations the dealer gave the complainant about coverage (e.g. Did they guarantee coverage in certain areas? Did they show a coverage map?)
the extent to which the complainant has been able to use the phone
whether the complainant has moved
whether the complainant specifically told the dealer where they would be using the phone
whether the standard of service has changed
whether coverage differs depending on the time of day, weather, etc;
when the complainant first brought the complaint to the attention of the provider or dealer.
Information/documentation that might assist the TIO to determine these factors includes the written contract itself, copies of mobile phone bills, statements about any discussions that took place before the contract was entered into, and coverage maps.
The TIO expects a provider and/or its dealer to ensure a customer is adequately informed about the likely performance of their phone. Having said this, the TIO has regard to the experience and knowledge of the complainant in relation to mobile phones. The TIO also considers the customer's apparent level of understanding and therefore what could reasonably have been expected of them in the circumstances.
Where the available evidence suggests likelihood that the dealer provided inadequate, inaccurate, or misleading information about coverage, the TIO expects the provider to release the customer from any contractual obligations, without termination charges or fees. Depending on the circumstances of the case, the TIO might also expect the provider to reimburse and/or waive any access fees or other charges paid.
Where a complainant did not make their provider aware of a coverage problem until well into the contract, the TIO will question what caused the delay. Where it is apparent that the complainant could reasonably have raised the issue much earlier, the TIO will bear this in mind when considering what constitutes a fair and reasonable outcome in the circumstances.
In considering complaints about coverage, the TIO also considers the extent to which the complainant has derived any benefit from the phone. For example, where it is apparent that a customer is effectively unable to use their phone due to poor coverage, the TIO might expect a provider to cancel a fixed term contract without termination charges or fees even where the actions or advice of the dealer were not brought into question.
Next: Mobile facilities: installation and location