myEnergy
3 key expectations
Consultation with our customers and stakeholders has revealed three key expectations of our performance:
- provide a resilient network with an emphasis on safety as well as reliability
- lower the cost of services to improve electricity affordability
- be flexible to options for products and technology enabling customers to make energy choices.
Detailed information on how we’re developing and maintaining a resilient network is available at the Network Planning and Projects section.
And information about how we’re enabling customer choices is detailed under the For your home/Solar and other technologies section.
Our customer service streams
We offer more than 30 services within the following categories:
- Electricity supplies
- Advice and support
- Safety and community services
- Emerging services
- 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’re working on to improve our customers’ experience with us are:
- engaging and consulting with customers and communities when we are conducting essential works on power assets which can be disruptive.
- 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.
- 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 contact centre
Our dedicated customer service is managed by a team of Service Agents in Melbourne, Bendigo and Ballarat. They handle more than 2,000 phone calls a day from customers, or more than 775,000 calls a year.
Around two-thirds of these calls are about power outages or faults, and the rest are a wide range of general enquiries.
If you’re calling about an outage you’re likely to be answered by a recorded Integrated Voice Response (IVR). This can quickly identify your location and automatically acknowledge an outage, describe possible causes and estimate a restoration time.
More than a third of our calls are managed personally by our highly trained and experienced Customer Service Agents.
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.
We’ve published a set of customer commitments to demonstrate that our customers are at the centre of everything we do.
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