CANBERRA: Vodafone Australia received 10.5 complaints per 10,000 services it provided in the last three months of 2014, it would beat its bigger rivals by the end of the year according to the Ombudsman. Vodafone Australia received 10.5 complaints per 10,000 services it provided in the last three months of 2014, according to the Ombudsman. Photo: Glenn Hunt
Vodafone Hutchison Australia has vowed to become Australia’s favourite telco by the end of 2015 – a target that if achieved would mark a final end to its ‘Vodafail’ troubles of 2011.
Telstra, Singtel-Optus and Vodafone Australia are the nation’s three biggest telcos with 31 million subscribers combined. Statistics released by the Telecommunications Industry Ombudsman on Monday, showed that Vodafone Australia continues to reap the most number of complaints per customer.
Telstra and Optus got 6.4 and 5.4 complaints per 10,000 services respectively in the final quarter of 2014 compared to Vodafone Australia’s 10.5 during the same period.
But this was a dramatic improvement on the 19.3 it received in the three months ending March 2014 and Vodafone Australia’s new director of customer service, Errol van Graan, told Fairfax Media it would beat its bigger rivals by the end of the year.
“We want to be the best in class when it comes to customer service,” he said. “Our ambition is to halve again [to 5.25] and that by next year we will have the lowest complaints in the business per 10,000 customers.”
If successful the move would be statistical proof of an impressive turnaround for Vodafone Australia, which is only just recovering from an exodus of customers. This saw its subscriber base fall from 7.5 million in 2010 to 5.3 million today thanks to substantial network failures dubbed ‘Vodafail’.
But since then the company has invested billions of dollars in its networks, slashed costs and launched new plans with more data as part of a recently-completed three year plan.
