Consultation with our customers and stakeholders has revealed three key expectations of our performance:
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.
We offer more than 30 services within the following categories:
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:
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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