Customers still hanging up on Vodafone

23 Jul 2012, 4:42 pm   -   Source: AAP
VHA lost another 178,000 customers in the first half of its 2012 financial year, reducing its total customer base to 6.8 million. (AAP)

VHA lost another 178,000 customers in the first half of its 2012 financial year, reducing its total customer base to 6.8 million. (AAP)

Vodafone's Australian mobile phone business has lost another 178,000 customers, prompting a pledge to improve servcies by boss Bill Morrow.

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Vodafone Hutchison Australia's (VHA) boss has pledged to improve services in an attempt to stop the exodus of customers from the mobile phone company.

VHA lost another 178,000 customers in the first half of its 2012 financial year, reducing its total customer base to 6.8 million.

"These results speak very clearly to a need to refocus on the quality and consistency of the experience we deliver to our customers," chief executive Bill Morrow said in a statement on Monday.

"Our customers can expect to experience improvements in the network and customer service throughout the remainder of 2012, and we will make further announcements on our 4G (LTE) plans for next year."

VHA is a 50:50 joint venture between Hong Kong's Hutchison Telecommunications (Australia) and British mobile phone giant Vodafone Group.

Meanwhile, Hutchison revealed it had suffered a $131.3 million loss in Australia for the half year to June 30 compared to the previous corresponding period.

Its share of VHA's total revenue fell nine per cent to $1.035 billion, while its share of VHA's earnings dropped 20.5 per cent to $112 million.

Hutchison said VHA was making good progress in improving network coverage, capacity, speed and reliability.

A renewed focus on customer service had also led to a reduction in the number of complaints to the telecommunications ombudsman.

VHA has been struggling to overcome negative perceptions about its mobile phone service in Australia, amid network faults and claims of poor customer service.

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