Customer commitments

Every day, we move power to and from more than 1.2 million homes and businesses, and for the first time, we’re publishing a set of customer commitments to further demonstrate that our customers are at the centre of everything we do.

Our customers’ expectations for what we deliver are greater than ever before. Customers want more than just safe, reliable and affordable electricity – they expect us to empower their energy choices, and deliver services important to their communities and the environment.

Our five-year investment plans recently approved by the Australian Energy Regulator reflect these expectations. Through consultation with our Customer Advisory Panel and our customers, we have developed measurable commitments that align with these plans. Commitments are also closely linked to our vision and cover themes of affordability, reliability, safety, empowering choices and environment.

Highlights of our commitments include supporting more customers to export excess solar back into the grid, keeping our networks prices the lowest in Victoria, ensuring campaigns and communications are accessible to culturally and linguistically diverse communities, and retaining and developing our in-house regional-based Australian 24/7 contact centre.

We have tailored our commitments to each network to reflect our customers’ different needs, and will monitor and adapt these as expectations change over time. Importantly, we will be publicly reporting on the progress of each commitment over the next five years.

Where we are performing well, these measures will hold us to account to make sure we sustain that level of performance for our customers. Where we can do better, these measures will ensure we continue to question and challenge everything we do in our business to and improve further.

These commitments are what will drive our business to stand out from the pack as a customer centric organisation, and give customers the confidence that we deliver on the promises we make.

CitiPower customer commitments

 

We will have the lowest urban residential distribution tariff costs in Victoria, and remain in the top 5 most affordable electricity networks in Australia

We will assist customers in identifying savings by empowering them to better use their energy consumption data, including delivering energy literacy and bill support programs to 1,000 of our vulnerable customers per annum

We will continue to measure and benchmark ourselves against competitors and publicly demonstrate initiatives that reduce charges over time

 

 

 

 

 

We will inspect 100% of our powerlines for vegetation encroachment through aerial services and targeted ground inspections each year, up from a 2 year cycle

We will ensure 100% of asset inspection and maintenance activities in high bushfire risk areas are up to date prior to and throughout every declared bushfire season

 

 

 

 

 

 

We will sustain more than 99.95% supply availability

 

 

 

 

 

 

We will retain and develop our in-house regional based Australian 24/7 contact centre to provide fast and efficient customer experiences

We will ensure all key campaigns and communications are accessible to culturally and linguistically diverse (CALD) communities and will translate all communications to the top 5 languages other than English in our network region

We will connect all customers wishing to install rooftop solar and ensure 85% of all solar customers can export excess energy into the grid 85% of the time

 

 

 

 

We will conduct an environmental or native vegetation assessment as part of every applicable project and take action to minimise our impact and provide a cleaner environment for Victoria

We will proactively share residential solar installations and capacity metrics to transparently demonstrate how we are enabling customer DERs and export growth

We will develop and execute an Electric Vehicles (EV) strategy, working with our communities to trial new tariffs to see what charging mechanisms deliver the best long-term outcomes for customers

Powercor customer commitments

 

We will have the lowest rural and urban residential distribution tariff costs in Victoria, and remain in the top 5 most affordable electricity networks in Australia

We will assist customers in identifying savings by empowering them to better use their energy consumption data, including delivering energy literacy and bill support programs to 1,000 of our vulnerable customers per annum

We will continue to measure and benchmark ourselves against competitors and publicly demonstrate initiatives that reduce charges over time

 

 

 

 

 

We will inspect 100% of our powerlines for vegetation encroachment through aerial services and targeted ground inspections each year, up from a 2 year cycle

We will ensure 100% of asset inspection and maintenance activities in high bushfire risk areas are up to date prior to and throughout every declared bushfire season

 

 

 

 

 

 

 

We will sustain more than 99.95% supply availability

We will reduce our annual planned outages by 1.5 million customer minutes across the Powercor network relative to our historical annual performance over 2015-2020

 

 

 

 

We will retain and develop our in-house regional based Australian 24/7 contact centre to provide fast and efficient customer experiences

We will ensure all key campaigns and communications are accessible to culturally and linguistically diverse (CALD) communities and will translate all communications to the top 5 languages other than English in our network region

We will connect all customers wishing to install rooftop solar and ensure 85% of all solar customers can export excess energy into the grid 85% of the time

 

 

 

 

We will conduct an environmental or native vegetation assessment as part of all applicable projects & take action to minimise our impact & provide a cleaner environment for Victoria

We will provide certainty for large renewable generators and will target project delivery completion for the connection point within the timeframe agreed with the developer

We will proactively share residential solar installations and capacity metrics to transparently demonstrate how we are enabling customer DERs and export growth

We will develop and execute an Electric Vehicles (EV) strategy, working with our communities to trial new tariffs to see what charging mechanisms deliver the best long-term outcomes for customers

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