Had an issue with Vodafone? Get a real response.
How to submit a complaint with Vodafone
You’ve got multiple ways to lodge a complaint with Vodafone:
- Live Chat (24/7): Use the My Vodafone app or the website chat.
- Phone Support: Call 1555 from a Vodafone mobile, or 1300 650 410 from any phone in Australia. From overseas? Dial +61 426 320 000.
- Hearing Impaired Line: Call 13 36 77.
- Online Complaint Form: Fill out Vodafone’s official complaints form.
- Email: Submit via the contact options on their complaints page (response within ~2 business days).
- Post: Write to Vodafone Customer Care, PO Box 2580, Kingston Delivery Centre, Kingston TAS 7050.
- In-Store: Visit any Vodafone store to speak with someone directly.
💡 When you lodge your complaint, you’ll be given a reference number. Keep this for tracking or escalation.
Vodafone’s complaints process is designed to be transparent:
- Initial Contact: Expect a reply within 2 business days for form, mail, or email complaints.
- Standard Resolution: Most complaints are resolved within 15 business days.
- Urgent Matters (e.g. disconnection or financial hardship): Target resolution within 2 business days.
- Delays: If more time is needed, Vodafone will notify you and provide a new timeframe.
- Completion: Once resolved, Vodafone confirms the outcome and actions taken, and sends written confirmation if requested.
💡 Vodafone won’t disconnect your service or start collections over a complaint. They pause all related actions during the process.
Common complaints against Vodafone
Recurring issues flagged by Vodafone customers include:
- Billing Errors: Charges that don’t match your plan, duplicate payments, or delayed refunds.
- Network Dropouts: Especially in rural or “black spot” areas, users report frequent signal loss and slow mobile or broadband speeds.
- Support Frustrations: Long hold times, repeating issues to multiple agents, or support not offering solutions.
- Data Limits & Speed: Unexpected throttling after hitting caps, or slower-than-expected 5G speeds.
- Activation Problems: SIM porting delays, account setup errors, or incorrect plan configurations.
- Device & Disconnection Confusion: Faulty hardware, early service cutoffs, or problems during contract changes.
💡 Pro tip: Always request an itemised bill, double-check plan inclusions, and take screenshots during signup for proof.
Complaints submitted through Ajust
I’ve had constant Vodafone network dropouts at home since starting my contract, with no fix despite multiple complaints. Paying for a service I can’t use is infuriating and exhausting. - Suman
After cancelling my Vodafone account, I was hit with an unexpected bill that went to debt collectors. The stress and financial impact from something I thought was resolved has been huge. - Ravi
Vodafone charged me $166 for something I never ordered, then demanded forms and police reports to fix it. With my injury and full-time job, it’s been impossible to resolve quickly. - Narelle
Since moving, my Vodafone Wi-Fi barely works in parts of my home, constantly dropping VPN connections and hurting my productivity. I need a stable service, not endless frustration. - Parag
How other consumers Vodafone complaints got resolved
$50 Billing Error Fixed: A customer flagged an unexplained charge via the online form. Vodafone acknowledged the error and applied a $50 credit by the next bill.
Network Dropout Solved with Technician: A regional user escalated after multiple dropouts. Vodafone dispatched a field tech who fixed the issue within 10 business days. Plus, the user received a credit for the downtime.
Escalation Unlocked a Fix: After a week of broadband outage and no updates, one customer requested a supervisor. Vodafone resolved it within 2 days and added a goodwill apology credit.
- Internal Escalation: If your complaint isn’t resolved within 15 business days, call Vodafone, quote your reference number, and ask for escalation to the Resolutions Team or a supervisor.
- Escalation Channels: Vodafone allows you to escalate anytime. You can:
- Use their online escalation form.
- Ask to speak to a higher-level manager.
- Use social media (e.g., @VodafoneAU) to request follow-up (just don’t share personal info publicly).
- Use their online escalation form.
💡 Keep a record of agent names, dates, and what was promised. It helps if you need to take the matter further.
If Vodafone can’t resolve your issue internally, here are your next steps:
- TIO – Telecommunications Industry Ombudsman:
Free, independent dispute resolution.
- Website: tio.com.au
- Phone: 1800 062 058
- Used if: It’s been more than 15 business days with no resolution, or you're dissatisfied with Vodafone’s final outcome.
- Website: tio.com.au
- ScamWatch (ACCC):
Report potential billing scams or third-party content fraud at scamwatch.gov.au. - ACCC:
Lodge reports about telecom industry conduct at accc.gov.au. They don’t resolve individual cases, but they investigate patterns of breaches. - State Fair Trading / Consumer Affairs Offices:
For breach of consumer rights under Australian Consumer Law. - OAIC (Privacy Regulator):
For privacy or data breach complaints. Visit oaic.gov.au.
- Complaint Form: Submit Online
- Customer Care Hub: vodafone.com.au/contact/compliments-and-complaints
- Complaint Handling Policy (PDF): Read Policy
- Support Centre: vodafone.com.au/support
- Find a Store: vodafone.com.au/stores
- TIO: tio.com.au
- ScamWatch: scamwatch.gov.au
- OAIC: oaic.gov.au
- ACCC: accc.gov.au
Vodafone Complaints FAQs
What is the fastest way to submit a complaint to Vodafone?
The quickest method is Vodafone’s 24/7 live chat via the My Vodafone app or website. It connects you instantly without hold times. This suits time-poor customers who want immediate acknowledgment. If you prefer a direct voice conversation, calling from your Vodafone mobile to 1555 is the next fastest option. Always request a complaint reference number so you can track or escalate later without repeating your issue.
How long does Vodafone take to resolve complaints?
Most Vodafone complaints are resolved within 15 business days. Urgent matters, like service disconnections or financial hardship, are targeted for resolution within two days. If delays occur, Vodafone must notify you with an updated timeframe. This timeline helps you decide when to escalate to the Resolutions Team or, if necessary, the Telecommunications Industry Ombudsman for independent help.
What should I do if Vodafone doesn’t resolve my complaint?
If your issue remains unresolved after 15 business days, escalate directly to Vodafone’s Resolutions Team or a supervisor. Keep your reference number and all records of communication. If still dissatisfied, you can lodge a free complaint with the Telecommunications Industry Ombudsman (TIO) for independent resolution. This step often speeds up stubborn cases and holds Vodafone accountable.
What are the most common complaints against Vodafone?
Frequent issues include billing errors, network dropouts, poor customer support, slow data speeds, activation delays, and device or disconnection problems. Knowing these patterns can help you prepare proof early, such as screenshots, itemised bills, or call logs. This evidence strengthens your case, whether resolving directly with Vodafone or escalating to the TIO.
You’ve done your part, now it’s time to hold Vodafone accountable.
Take the final step and submit a complaint that gets seen and responded to.