We’re committed to improving experiences with our electricity network by actively involving customers in shaping our future plans. Through ongoing communication and engagement, we aim to enhance customer service and satisfaction.

We focus on proactively informing customers about outages and disruptions, while empowering them to manage their energy usage through educational tools and self-service options. We strive to provide respectful, professional service, transparent billing, and strong privacy protection, while collaborating with stakeholders to meet customer needs and act on feedback for continuous improvement.

The Customer Experience sub-panel meets quarterly and guides us on:

• identifying problems customers face then developing commitments to address them
• understanding how different groups experience energy services, such as rural or small business customers
• diverse customer groups’ experiences with energy e.g., rural customers; customers experiencing vulnerability
• reviewing and updating our customer service incentive program, to encourage us to deliver efficient and improved customer service and respond to evolving customer needs
• developing tools to keep us accountable and ensure we deliver on the promises we make.

Our Customer Experience panel members are:

• Emily Peel (Lead)
• John Mumford
• Jeff Nottle
• Mark Grenning
• Piang Lillian
• Tony Robinson
• Johnathan Kneebone

During our Customer Experience panel meetings, we will be engaging with our panel members to answer the following focus questions:

1. CSIS: How might we design a CSIS that delivers maximum benefit for customers?

2. Planned & unplanned outage experience: How might we minimise the adverse impacts of outages on customers?

3. Fit-for-purpose support for customers with specialised support needs: How might we ensure fit-for-purpose service for all customers, including those with specialised support needs?

4. Customer communications & education campaigns: How might we meet customers' preferences on the form, content and frequency of communication, as well as educational material that improves customer experience?

5. Customer connections: How might we design connection processes that meet evolving customer expectations, across all our customers?