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) |
14506 Someone from NSW thinks vodafone is compensation for business losses Vodafailfail! at 24 Jan 2011 07:35:58 PM
why Vodafone stops staff mentioning the TIO to customers:
The TIO can investigate complaints by small business users of telephone and internet services about loss of business arising from events that relate to the provision or supply of telephone and internet services.
A claim for compensation must be based on actual monetary losses suffered that are a direct result of the actions or inaction of a telephone company or ISP.
The TIO will only consider claims for losses that a reasonable person would anticipate in all the circumstances. Ideally, a claim should be presented as Total Lost Profit; that is, 'lost revenue' plus 'costs incurred in reducing loss' minus 'expenses normally incurred'. As further guidance:
'Lost revenue' is calculated by subtracting the actual revenue earned in the claim period from the revenue the customer would have expected to earn if the disputed event had not occurred.
'Costs incurred in reducing loss' are costs incurred as a result of measures taken to minimise losses, e.g. extraordinary use of a mobile phone or additional advertising.
'Expenses normally incurred' are expenses the customer would normally have incurred in conducting their business, e.g. commission for sales that would have been made, packaging for goods that would otherwise have been sold, cost of labour that would have been needed if business was able to function as normal.
Compensation claims considered by the TIO usually relate to businesses rather than residential customers. This is because any claims for loss must be substantiated. For most residential complaints, any losses as a result of a member's action or inaction are extremely difficult, if not impossible, to substantiate.
The sorts of substantive documentation the TIO might consider when investigating a compensation claim include:
records such as bank statements (proof of cash payments), monthly income figures, profit & loss statements, sales journals, cashbooks or receipts. (i.e. records for the claim period and for comparable periods in the past);
figures that show actual income or profit fell short of amounts predicted in forecasts or budgets compiled before the claim period. (i.e. forecasts or budgets in addition to the figures for the claim period);
any data that shows the number of incoming calls received during the claim period was less than the number received in the preceding and following months, e.g. business bookings taken over the telephone;
proposals for contracts that were lost as a direct result of the action (or inaction) of the provider;
statements (preferably statutory declarations) from customers who state they did not spend money with the business as a result of the circumstances in question;
receipts or invoices for claims for reimbursement of out-of-pocket expenses, where these expenses were costs incurred in reducing or mitigating losses.
Where relevant and appropriate, information provided must be independently verifiable, e.g. in the form of tax returns or audited accounts.
In assessing a claim for compensation, the TIO will consider whether a complainant took reasonable steps to protect their interests or to mitigate their potential losses. In the case of a lost job opportunity, for example, the TIO will consider whether the complainant had access to a mobile phone or could have borrowed a friend or neighbour's phone to make a call to a prospective employer.
To assist complainants present their claim for compensation, the TIO has a fact sheet, which it sends to those wishing to submit a claim. In particular, the fact sheet outlines the TIO's expectations regarding any claim, and how complainants may go about substantiating their claim.
In the absence of documentary evidence to support a claim, the TIO may exercise its discretion not to investigate further.
For information on the TIO's general approach to compensation, see Compensation claims and the TIO.
these are not my words, full credit goes to the TIO reproduced in full from http://www.tio.com.au/POLICIES/Compensation/Compensationforbusinessloss.htm updated: 11 August 2005
The TIO can investigate complaints by small business users of telephone and internet services about loss of business arising from events that relate to the provision or supply of telephone and internet services.
A claim for compensation must be based on actual monetary losses suffered that are a direct result of the actions or inaction of a telephone company or ISP.
The TIO will only consider claims for losses that a reasonable person would anticipate in all the circumstances. Ideally, a claim should be presented as Total Lost Profit; that is, 'lost revenue' plus 'costs incurred in reducing loss' minus 'expenses normally incurred'. As further guidance:
'Lost revenue' is calculated by subtracting the actual revenue earned in the claim period from the revenue the customer would have expected to earn if the disputed event had not occurred.
'Costs incurred in reducing loss' are costs incurred as a result of measures taken to minimise losses, e.g. extraordinary use of a mobile phone or additional advertising.
'Expenses normally incurred' are expenses the customer would normally have incurred in conducting their business, e.g. commission for sales that would have been made, packaging for goods that would otherwise have been sold, cost of labour that would have been needed if business was able to function as normal.
Compensation claims considered by the TIO usually relate to businesses rather than residential customers. This is because any claims for loss must be substantiated. For most residential complaints, any losses as a result of a member's action or inaction are extremely difficult, if not impossible, to substantiate.
The sorts of substantive documentation the TIO might consider when investigating a compensation claim include:
records such as bank statements (proof of cash payments), monthly income figures, profit & loss statements, sales journals, cashbooks or receipts. (i.e. records for the claim period and for comparable periods in the past);
figures that show actual income or profit fell short of amounts predicted in forecasts or budgets compiled before the claim period. (i.e. forecasts or budgets in addition to the figures for the claim period);
any data that shows the number of incoming calls received during the claim period was less than the number received in the preceding and following months, e.g. business bookings taken over the telephone;
proposals for contracts that were lost as a direct result of the action (or inaction) of the provider;
statements (preferably statutory declarations) from customers who state they did not spend money with the business as a result of the circumstances in question;
receipts or invoices for claims for reimbursement of out-of-pocket expenses, where these expenses were costs incurred in reducing or mitigating losses.
Where relevant and appropriate, information provided must be independently verifiable, e.g. in the form of tax returns or audited accounts.
In assessing a claim for compensation, the TIO will consider whether a complainant took reasonable steps to protect their interests or to mitigate their potential losses. In the case of a lost job opportunity, for example, the TIO will consider whether the complainant had access to a mobile phone or could have borrowed a friend or neighbour's phone to make a call to a prospective employer.
To assist complainants present their claim for compensation, the TIO has a fact sheet, which it sends to those wishing to submit a claim. In particular, the fact sheet outlines the TIO's expectations regarding any claim, and how complainants may go about substantiating their claim.
In the absence of documentary evidence to support a claim, the TIO may exercise its discretion not to investigate further.
For information on the TIO's general approach to compensation, see Compensation claims and the TIO.
these are not my words, full credit goes to the TIO reproduced in full from http://www.tio.com.au/POLICIES/Compensation/Compensationforbusinessloss.htm updated: 11 August 2005
25 Jan 2011 05:34:21 AM: I can't see why Vodafone wouldn't publicise this- Vodafone, with it's endless faffing around, dropped calls etc. when you are trying to get a phone to work as as a phone, and NOT be billed for somebody else's usage, is just like being in training for trying to get the TIO to sort the problems out.
25 Jan 2011 03:14:34 PM: thats what i thought, however the TIO settlement funds don't come from the TIO, they come from VODAFAILS bottom line. what they are scared of is a small business customer paying $49 for a couple of months then walking away with a business claim settlement in the 10's of thousands. that will destroy their profitability and place a huge liability write- down on their already cash negative income statement!