Story image

Vodafone promises better customer service for all New Zealanders

29 Sep 16

Vodafone is promising enhanced customer focus and better service experience for all customers, off the back of the Commerce Commission's Consumer Issues 2016 paper. 

The paper detailed information about consumer complaints against Vodafone in 2015, and the company says it's taking all complaints very seriously.

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

The company has more than 2.5 million customers. Of these, 133 customers raised a complaint with the Commerce Commission. Issues raised were areas such as charges, invoicing and mobile plan confusion, the company states.

“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," Koomen says.

The company is aiming to improve its customer service as a result. The company has already invested in billing process and invoice improvement.

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

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

The company is also a finalist for ‘In-house team of the Year’ in the 2016 New Zealand Law Awards.

"“The New Zealand Law Awards are a prestigious event in the legal fraternity, and to be named a finalist is fantastic recognition of all the hard work the team have put in over the last 12 months. I’m brimming with pride and anticipation,” Koomen says. The awards will be held in November.

The Consumer Issues 2016 paper points out that complaints againsts telcos in regards to the Fair Trading Act have jumped 20% since 2014, with 79 complaints. Fellow competitor Spark received the most complaints, with a total of 140 in 2015.

How blockchain will impact NZ’s economy
Distributed ledgers and blockchain are anticipated to provide a positive uplift to New Zealand’s economy.
25% of malicious emails still make it through to recipients
Popular email security programmes may fail to detect as much as 25% of all emails with malicious or dangerous attachments, a study from Mimecast says.
Human value must be put back in marketing - report
“Digital is now so widely adopted that its novelty has worn off. In their attempt to declutter, people are being more selective about which products and services they incorporate into their daily lives."
Wine firm uses AR to tell its story right on the bottle
A Central Otago wine company is using augmented reality (AR) and a ‘digital first’ strategy to change the way it builds its brand and engages with customers.
DigiCert conquers Google's distrust of Symantec certs
“This could have been an extremely disruptive event to online commerce," comments DigiCert CEO John Merrill. 
Protecting organisations against internal fraud
Most companies tend to take a basic approach that focuses on numbers and compliance, without much room for grey areas or negotiation.
Telesmart to deliver Cloud Calling for Microsoft Teams
The integration will allow Telesmart’s Cloud Calling for Microsoft Teams to natively enable external voice connectivity from within Teams collaborative workflow environment.
Jade Software & Ambit take chatbots to next level of AI
“Conversation Agents present a huge opportunity to increase customer and employee engagement in a cost-effective manner."