It has already presided over one of the biggest PR disasters of the year and now Vodafone faces being sued by potentially thousands of its customers over poor network performance.
Sydney law firm PiperAlderman is seeking out disgruntled Vodafone customers to form a class action lawsuit over dropped calls, reception issues and poor data performance that have left customers fuming.
The Australian Competition and Consumer Commission (ACCC) has already said it is investigating the matter.
Vodafone initially blamed software bugs and argued that there were no serious problems with its network.
Its furious customers then took to social media and sites like Vodafail.com, forcing the telco to admit to some remaining issues. But customers calling its customer care line have been placed on hold for hours on end and then forced to fill out long, laborious forms.
Some customers who complained the loudest and contacted the Telecommunications Industry Ombudsman (TIO) have been able to get out of their contracts and received compensation but others have given up long before this stage.
“Calls dropping out, reception issues, poor data performance – this is not what Vodafone customers signed up for,” wrote PiperAlderman in a notice on its website.
“Vodafone, however, has continued to charge customers on its mobile plans, without providing the service it promised.”
The law firm said customers who signed up with Vodafone over the last three years may be entitled to compensation “if they were misled into signing contracts or if Vodafone did not live up to its end of the bargain”.
It said it was investigating a class action against Vodafone to recover losses suffered by its customers over the last three years, plus interest.
“There will be nothing to pay unless you successfully recover compensation,” the firm wrote.
Many Vodafone customers have said the constant call dropouts and reception issues have meant they have been unable to properly operate their businesses. Others have said they have been unable to call emergency services after being involved in an accident.
A litany of Vodafone customer horror stories can be found on the Vodafail.com website.
The owner of the site, Adam Brimo (pictured), has had legal threats from the telco and had the site’s logo removed from Facebook due to “copyright infringement” – a move he believes was sparked by a complaint from Vodafone.
More at the Sydney Morning Herald.
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