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Vodafone shows network confidence with Network Satisfaction Guarantee

Consumers and businesses the winners with new money-back network guarantee

Vodafone today announced it is so confident in its network performance that it is offering new customers a money-back 30 Day Network Satisfaction Guarantee.

Unique to the industry, under the 30 Day Network Satisfaction Guarantee, if a new postpaid customer is not satisfied with Vodafone’s network within the first 30 days, they can cancel their contract, no questions asked. Vodafone will also refund any monthly access fees and monthly handset instalments paid by the customer as long as the equipment and device are returned to a Vodafone store within 10 days of making the claim. The 30 Day Network Satisfaction Guarantee is also available for business customers with up to 9 connections.

In conjunction with the revamped 30 Day Network Satisfaction Guarantee, Vodafone is also offering one month of unlimited data for new customers signing up to a selected 12 or 24 month phone plan to use within Australia.

Vodafone Chief Marketing Officer Loo Fun Chee said Vodafone’s new network satisfaction guarantee wasn’t just about the company putting its money where its mouth is on network performance, but also an exercise in good customer service for consumers and businesses alike.

“As smartphones have become an essential tool in our everyday lives, we believe consumers deserve assurance that they’ll have a great network experience where they live, work and play,” said Ms Chee.

“And if they don’t, they should be able to walk away no questions asked. We know this is a pain point for consumers and businesses, and one we are committed to addressing.”

Ms Chee said the company’s new network guarantee demonstrates that Vodafone is prepared to walk the talk on network satisfaction and ultimately put the power in people’s hands.

“Quite simply, we are so confident in our network, we guarantee customers satisfaction with its performance. We want Australians to know they no longer have to settle for a network that doesn’t work for them. Our new guarantee is an invitation for Australians who may be feeling unsatisfied with their current provider to experience everything Vodafone has to offer” said Ms Chee.

“We have invested significantly in our 4G network, which is demonstrated in OpenSignal’s ‘State of Mobile Networks Australia’ report (June 2016), where it shows Vodafone’s 4G network is performing better than ever. We are proud to offer a guarantee which demonstrates our commitment to being transparent about our network performance. With our new program, people don’t need to take our word for it, they can experience the difference for themselves.”

Vodafone first introduced a network guarantee in 2012. The company’s revised guarantee now comes with a money-back offer. This follows the completion of more than 3,300 network site upgrades in 2015, and the expansion of Vodafone’s best ever nationwide 4G network, which now reaches more than 22 million Australians.

Ms Chee said Vodafone will continue to expand its network and innovate products and services to lift industry standards.

“Vodafone is proud to be the champion of a competitive telecommunications industry in Australia. From expanding our coverage in metro and regional areas, to  initiatives such as MyMix, $5 Roaming ($5 extra per day per device to over 50 countries on selected plans)and now our 30 Day Network Satisfaction Guarantee, we have shown that competition and customer satisfaction are important to us and we will continue to drive the industry forward to be fairer and more competitive,” said Ms Chee.

The new network guarantee is also set to help business customers, with Vodafone’s executive general manager of enterprise Stuart Kelly saying that a reliable network is critical to all businesses.

“For a business, having a network you can depend on is more important than ever,” Mr Kelly said.

“Whether it be servicing clients, invoicing customers or managing staff, a reliable network is integral to all of this. At Vodafone, we’re so confident our network will meet your small business needs, we’re putting our money where our mouth is and we are offering the 30 Day Network Satisfaction Guarantee for business customers with up to 9 connections.”

“Some of our competitors have offered network guarantees before, but Vodafone is the only carrier to  continue to offer this type of guarantee today.”

“No longer does your business need to settle for a telco that may not meet your requirements and leaves you dissatisfied. We invite you to try the Vodafone network today.”

By the end of 2017, Vodafone is planning to build 102 new mobile towers in regional areas, 70 of which are part of the Federal Government’s Mobile Black Spot Programme. Vodafone’s network is also constantly being enhanced with exciting new features, such as Voice over LTE (VoLTE).

Vodafone’s 4G coverage is available in all major metro locations and selected regional areas across Australia.


Notes to editors

Industry network performance benchmarking results

OpenSignal’s ‘State of Mobile Networks Australia’ report (June 2016)

Network provider 4G availability 3G Latency 4G Latency Download speed: Overall 3G download speed 4G Download Speed
Vodafone 1st –draw 1st 1st-draw 3rd 1st 3rd


Optus 2nd 2nd 1st-draw 2nd 2nd


Telstra 1st- draw 3rd 2nd


1st 3rd




Vodafone 30 Day Network Satisfaction Guarantee
If you’re a new customer and you’ve signed up to any new plan and you don’t love our network within the first 30 days, you’re welcome to cancel by calling 1300551198 (excludes upgrades and rate plan changes). You will only have to pay for those services you’ve used, that are not included in your plan, up until your number is fully transferred and device and equipment in original packaging with proof of purchase returned to a Vodafone (not dealer) store within 10 days of your claim.  Where you have an individual plan, you can make one claim per year per person. Where you have multiple shared plans on your account, you can make one claim in relation to each plan, for up to 10 claims per account, per year per person. Accessories not refunded. This guarantee does not affect any other rights or remedies you may have under consumer law. Full terms and conditions at vodafone.com.au/guarantee.

One month free data
Personal Use Only. Available until 30/06/17 for new customers signing up to a 12 or 24 month plan (excludes Business Shared Infinite, Business Flex, Red Business Shared & Red Business Grow and upgrades). If you perform a Rate Plan Change during the unlimited data period, your eligibility ceases & additional data fees will apply. Fair Use Policy applies. For the first billing month any additional data usage within Australia will be free.

$5 Roaming
Available to eligible customers for use in selected countries. $5 Daily Charge is in addition to minimum monthly spend. Customers who join or change to an eligible Plan will automatically be opted into $5 Roaming. All other eligible customers must choose to opt-in. Excludes Vodafone to Vodafone minutes for non-Red Plan customers. May be used for a max 90 days in any calendar year. Full details at vodafone.com.au/roaming. Opt-out at any time, visit MyVodafone.com.au or call 1555. All roaming services subject to network availability. Offer ends 31 January 2017, unless extended.

4G is available with a 4G device and an active prepaid recharge or plan with Vodafone Alerts. See vodafone.com.au/coverage

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