Vodafone responds to consumer issues with enhanced customer

MEDIA STATEMENT

Tuesday, 27 September 2016

Vodafone responds to consumer issues with enhanced customer focus

The Commerce Commission today released its Consumer Issues 2016 paper, detailing information about complaints received in 2015.

Vodafone takes all customer complaints extremely seriously. In 2015, 133 of our 2.5+ million customers raised a complaint with the Commerce Commission. Of these, most related to charges, invoicing, and confusion over mobile plans.

Vodafone Legal and External Affairs Director Liesbeth Koomen said, “What our customers have to say about us is important, and we value the opportunity to hear their concerns and act on this information.

“With a significant share of New Zealand’s phone and internet customers, we always aim to provide a great service experience. Unfortunately, we sometimes fall short and receive complaints. When we receive any complaint, we always place a high priority on resolving the matter. Information provided by the Commission allows us to further review and understand the nature of customer concerns.

“As a direct result, we are able to put in place processes to improve customer service. One great example of this is the investment we have made to improve our billing process and simplify our invoices for a better customer experience.

“We also continue to invest in our people with comprehensive product training as we aim for first call resolution to incoming customer enquiries,” added Liesbeth Koomen.

Vodafone remains committed to delivering the best value mobile, fixed, and wireless broadband services to all New Zealanders.

The Consumer Issues 2016 paper is available from the Commission’s website. A statement from the New Zealand Telecommunications Forum (TCF) is available on the TCF website.

-ENDS-

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