Customer experience

Our customers are at the centre of everything we do and we are committed to meeting their expectations for their experience when working with us.

Consultation with our customers and stakeholders has revealed three key expectations of our performance:

  1. provide a resilient network with an emphasis on asset safety as well as reliability
  2. lower the cost of services to improve electricity affordability
  3. be flexible to options for products and technology enabling customers to make energy choices.

Detailed information on how we are developing and maintaining a resilient network is available at the Network Planning and Projects section of this website.

And information about how we are enabling customer choices is detailed under the For your home/Solar and other technologies section.

On these pages, you’ll find details about:

  • Customer services
  • Affordability
  • Customer commitments
  • Customer charter

Our service streams

We offer more than 30 services to customers within the following categories:

  1. Electricity supplies
  2. Advice and support
  3. Safety and community services
  4. Emerging services
  5. Projects

We understand customers want their experience with us to be easy, seamless and informed – and one that makes them feel valued and heard.

Some of the initiatives we are working on to improve our customers’ experience with us are:

  • Customer engagement: engaging and consulting with customers and communities when we are conducting essential works on power assets which can be disruptive.
  • Solar enablement: providing advice and support through a dedicated Embedded Generation Team which works with customers wanting to connect distributed energy resources like solar, batteries or electric vehicles and export power to our grid.
  • Digital services: making data available for all customers about their power usage through our myEnergy online portal so they can plan better, manage costs, improve energy efficiency or reduce carbon emissions.

Customer services

Our Customer Contact Centre, managed by a team of Service Agents in Melbourne, Bendigo and Ballarat, handles more than 2,000 phone calls a day from customers, or more than 775,000 calls a year.

Read More

Affordability

As a regulated business, our prices are subject to approval by the Australian Energy Regulator. Follow the link to find out about our tariffs and charges, view our pricing proposals or to make sense of the numbers with a handy price stack.

Read More

Customer Charter

The Customer Charter explains our relationship with you, what you can expect from us and what we would like from you so that we can meet your expectations.

Read More
question mark icon

Looking for something else in
About us

Explore another page