This policy has been developed by Vodafone in accordance with ACIF Industry Code - complaints Handling. No legal rights arise under this document.
Complaint Handling Policy
This Complaint Handling Policy aims to:
Vodafone defines the term complaint as any expression of dissatisfaction or grievance made to Vodafone by a Customer or member of the public with any product or service of Vodafone, not including a request for information.
Lodgement of Complaints
Vodafone's customer Service Executives will provide reasonable information and assistance to ensure that Complaints are lodged effectively.
Complaints may be lodged by phone on 1555* or on 1300 650 410, via support.vodafone.com.au, fax to 1300 308 869 or by letter to The Correspondence Team, PO Box 2580, Kingston DC, TAS 7050. Complaints will be acknowledged and Customers can be advised of a reference that can be used to identify progress of their Complaint.
Vodafone has established, and will continue to develop, quality processes for the efficient acknowledgement and processing of complaints.
Response to Complaints
Complaints will be processed in a timely and efficient manner. Continuous improvement and training will be utilised to ensure complaints are resolved promptly and courteously.
Managing our customer's expectations realistically is Vodafone's goal. This involves the careful examination of each complaint and a resolution offered on the basis of that analysis.
Records/ Systems
Complaints will be recorded and analysed to ensure that our Complaint Management processes comply with this policy.
Systemic trends and recurring problems will be identified and feedback provided to the relevant departments to improve current processes.
Review of Complaint Handling Process
Vodafone's complaint handling procedures and systems are to be periodically reviewed to ensure optimum effectiveness and highlight any need for improvement.
Escalation of Complaints
Vodafone's goal in the area of complaints handling is to finalise complaints at first contact.
Where necessary, Customers will be kept informed of the progress of their complaint and Vodafone's internal escalation process.
Where a Customer has exhausted their avenues for addressing their Complaint within Vodafone or find those avenues unacceptable, they can be advised of external channels for escalation, such as the TIO.
*All calls to 1555 Vodafone Customer Care within Australia for the exclusive purpose of lodging a complaint or making an enquiry related to bills, charging and billing services are free. A flat fee of $2.50 applies to the following closed plans when calling Vodafone Customer Care in relation to a service and/or product inquiry and where this information is available online at www.vodafone.com.au (exception applies to disadvantaged customers):
$20 Plan
$30 Plan
$29 Jumbo Cap
$29 Cap 24 Months
$29 Cap Month to Month Vodafone
$19 Cap SIM Only Vodafone
$34 Cap SIM Only Vodafone
$54 Cap SIM Only Vodafone
$69 Cap SIM Only Vodafone
$109 Cap SIM Only