Vodafone faces customer backlash in Oz

An Australian report by the Vodafail website claims Vodafone did not properly handle complaints. Photo / Thinkstock

Vodafone has come under fire with 12,000 complaints being put into a damning report.

The creator of Vodafail.com is submitting a 30-page document to the Australian Communications and Media Authority and the Australian Competition and Consumer Commission summarising accounts by Vodafone customers of poor network coverage, customer service and complaint handling.

Adam Brimo, a 23-year-old software engineering graduate, created Vodafail.com while on hold to Vodafone when he began experiencing network problems shortly after signing up to a two-year contract with the company. Vodafail.com was launched on December 12, 2010, and the website has had 150,000 visitors.

Vodafail's report - "Vodafone situation: yesterday, today and tomorrow" - analyses thousands of similar stories about hours spent on hold to Vodafone's call centre trying to make a complaints about its 3G network issues, including frequent call dropouts and delayed receipt of voicemail and text messages.

The report claims Vodafone failed to properly handle complaints.

Vodafone chief executive Nigel Dews apologised via the Vodafone website in late December.

- AAP