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Edited by:
Ajust Content Team
Last updated:
July 28, 2025
AI-sourced. Human-edited. Made clear for you.

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.

What happens after you submit a complaint to Vodafone?

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

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.

How to escalate a complaint with Vodafone

  • 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).

💡 Keep a record of agent names, dates, and what was promised. It helps if you need to take the matter further.

Regulatory & Ombudsman Information for Vodafone

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.

  • 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.

Official Vodafone Complaint Resources & Links

Vodafone
Complaints FAQs

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.

File your complaint now