The directions to the Vodafone companies comes at a time when the ACMA's recent Reconnecting the Customer public inquiry mandated a number of improvements to complaint handling and customer care.
The directions to the Vodafone companies comes at a time when the ACMA's recent Reconnecting the Customer public inquiry mandated a number of improvements to complaint handling and customer care. Kieran Salsone

Vodafone on its last warning

THE Australian Communications and Media Authority has given Vodafone its last warning.

'Certainly, Vodafone has made positive changes over the course of this year but, from this point on, if either Vodafone company fails to comply with the TCP Code, the ACMA can approach the Federal Court seeking civil penalties of up to $250,000,' said ACMA Chairman, Chris Chapman.

The ACMA has issued directions to two Vodafone companies requiring them to comply with the Telecommunications Consumer Protections Code (TCP Code).

'These directions are intended to make sure Vodafone remains focussed on improving outcomes for its consumers by increasing the regulatory consequences of any further breach,'

The two companies are Vodafone Pty Limited and Vodafone Network Pty Limited.

An ACMA investigation found they had:

  • failed to classify and analyse complaints as required by the TCP Code
  • failed to provide timely customer information about network performance issues in late 2010
  • poor systems in place for protecting the privacy of customers' personal details prior to January 2011.

The directions to the Vodafone companies comes at a time when the ACMA's recent Reconnecting the Customer public inquiry mandated a number of improvements to complaint handling and customer care, which is now being considered by the industry.



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