ACMA Tells Vodafone To Fix Its Customer Service

Vodafone’s main response to the litany of complaints that kicked off late last year has been to spend up on network improvements of variable helpfulness. The Australian Communications and Media Authority (ACMA) has now ordered it to fix up the other element that led to massive dissatisfaction with Vodafone: the way it described network coverage and its processes for handling complaints.

Picture by NRMA New Cars

In a report issued today, ACMA slammed Vodafone for failing to provide information about its network performance issues between October and November 2010; failing to properly classify complaints it had received; and poor security practices which led to personal customer details being potentially viewable online.

ACMA acknowledged that Vodafone had been working to improve its service since the issue first blew up. However, its poor history with network and customer handling issues mean that if it fails to comply with regulatory codes, it could face a fine of up to $250,000.


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