Vodafone accepts responsibility for error

Wednesday, 25 May 2016, 4:38 pm
Press Release: Vodafone

Vodafone accepts responsibility for error and puts things right

Vodafone made a mistake with the discounting of the Red Essentials Plan in 2014 and we apologise to our affected customers.

For the Vodafone customers impacted by the price change, a discount was applied to their account from the processing date, when it should have been backdated to the date the customer signed up to the plan.

For the vast majority of these customers, the overcharged amount was less than $1 per customer. For a very small group of customers, the discounted plan price was not applied.

Vodafone Customer Operations Director, Kelly Moore said, “We recognise that a mistake was made in this instance and apologise to our customers”.

“When the error was identified, all efforts were undertaken to contact the impacted Vodafone customers, advise them of the billing error, and process refunds. Over 98 per cent of impacted customers (all of those able to be contacted) were refunded last year.

“We also identified what lead to the error and have already taken corrective action,” Ms Moore said.

We have fully cooperated and assisted the Commission throughout.

ENDS

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