Vodacom downtime: Can you get money back?

Vodacom experienced network downtime last Thursday (30 June 2011), caused by multiple transmission failure and subsequent network congestion in some areas.

Vodacom CEO Pieter Uys was quick to apologize to subscribers on Twitter, and even invested in full page advertisements in the Sunday papers where he again took responsibility for the outage and apologized for the lack of service delivery on the day.

National Consumer Commissioner Mamodupi Mohlala said that an apology from Vodacom is not good enough, and that Vodacom should refund their effected subscribers as laid out in the Consumer Protection Act (CPA).

Numerous Vodacom subscribers lashed out at Vodacom on Thursday because of the network outage, with many people highlighting the fact that they lost money because of a loss of connectivity.

Mohlala told Radio 702 that if Vodacom’s subscribers can prove loss of income they can claim compensation from Vodacom through the CPA.

Vodacom spokesperson Richard Boorman said that Section 54 of the Consumer Protection Act does not make provision for a claim for damages such as loss of business or income.

“We will be responding directly to ICASA and the National Consumer Commission with respect to their inquiries on this topic,” said Boorman.

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Vodacom downtime: Can you get money back?