Spark, Vodafone most complained about companies

  • 27/09/2016
Most of the complaints were concerning pricing issues (file)
Most of the complaints were concerning pricing issues (file)

Telcos Spark and Vodafone have topped the list of the most complained about companies in 2015, according to a new report from the Commerce Commission.

The 2016 Consumer Issues Paper shows 21 traders generated 25 percent of complaints to the organisation, with Spark topping the list with 140 complaints, followed by Vodafone with 133 complaints and sellers using the Trade Me website with 121 complaints.

Most of the complaints were concerning pricing issues, but didn't necessarily mean the companies had broken the law.

Vodafone said the results were disappointing.

"Vodafone takes all consumer complaints extremely seriously," the company said in the statement. "In 2015, 133 of our 2.5+ million customers raised a complaint with the Commerce Commission. Of these, most related to charges, invoicing and confusion over mobile plans."

Vodafone legal and external affairs director Liesbeth Koomen said the company was taking the report as feedback.

"As a direct result, we are able to put in place processes to improve customer service. One great example of this is the investment we have made to improve our billing process and simplify our invoices for a better customer experience."

The report is principally an internal tool for the commission to determine where to focus its efforts.

Top complaints:

1. Spark - 140 complaints 2. Vodafone - 133 complaints 3. Sellers on Trade Me - 121 complaints 4. Harvey Norman - 117 complaints 5. Air New Zealand - 88 complaints 6. New Zealand Business Funding Centre - 68 complaints 7. Auckland Academy of Learning - 67 complaints 8. Foodstuffs - 59 complaints 9. Wilson Parking - 50 complaints 10. Progressive Enterprises - 48 complaints