Customer services

Often our customers’ first point of contact with us is through our Customer Contact Centre.

This dedicated service 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.

Around two-thirds of these calls are about power outages or faults, and the rest are a wide range of general enquiries.

In 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.

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