Vodafone may become the target of a class action lawsuit from customers angry over ongoing call connection and data problems with the telco's mobile network.
Sydney lawfirm Piper Alderman is currently investigating the possibility of taking class action against the telco following months of complaints from customers about the service on the company's 3G network.
"Calls dropping out, reception issues, poor data performance — this is not what Vodafone customers signed up for. Vodafone, however, has continued to charge customers on its mobile plans, without providing the service it promised," the firm said on its website.
"Customers who signed up with Vodafone over the last three years may be entitled to compensation if they were misled into signing contracts or if Vodafone did not live up to its end of the bargain."
Piper Alderman said it would be investigating whether it could recover funds (including interest) for customers for the past three years and said that there will be no financial costs for Vodafone customers unless the firm can successfully win compensation from the telco.
Vodafone said that it was aware of the law firm's intentions, but added that the most important thing it could do was to improve customers' experiences and resolve issues.
The telco is currently in the process of upgrading its 3G networks.
Vodafone said it was keeping the Australian Competition and Consumer Commission informed about what it was doing to improve network performance and customer service, and that it was keeping customers informed of changes via its website.
"Our network performance is improving and we are confident that things will get better as we continue to roll out extra capacity across our network," the company said in a statement.
Last week Vodafone Hutchison Australia CEO Nigel Dews issued an apology to customers for the problems with the network and the telco's failure to accurately communicate those issues with customers.
"Having customers who are happy with their service and their network experience is central to us, but unfortunately in recent weeks, some customers have had a disappointing and frustrating experience, which I am very sorry for," Dews said.
"Looking at your comments on various blogs including here on our own, it's clear we could have done a better job at keeping you across what's been happening," he admitted.
Vodafone customers interested joining on the action can do so by filling in a form on Piper Alderman's website.