Cookies help us to understand how you use our website so that we can provide you with the best experience when you are on our site. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
Social media cookies:
We use social media cookies from Facebook, Twitter and Google to run Widgets, Embed Videos, Posts, Comments and to fetch profile information.
Share Customer Experience on FacebookShare Customer Experience on TwitterShare Customer Experience on LinkedinEmail Customer Experience link
In the world of electricity distribution, the customer experience is a vital aspect that directly impacts our everyday lives. The customer experience goes beyond simply receiving power; it encompasses every touchpoint, from setting up your connection and handling outages to understanding your energy bill and exploring new energy solutions.
At its core, customer experience is about delivering service that is reliable, convenient, and tailored to your needs. It's also about accessibility, transparency, and a commitment to your well-being.
Challenges and opportunities
In the realm of customer experience within the electricity distribution sector, there are several challenges we wish to address, and are excited about what opportunities there are shaping the landscape.
Managing power outages efficiently. This remains a critical challenge. Customers seek quick responses, accurate information, and timely resolutions, which are essential during such events.
Ensuring bills are transparent and easy to understand. This is an ongoing challenge. Many customers find it difficult to decipher pricing structures.
Ensuring equal access to information. As more services move online, we need to ensure that all customers, including those with limited digital literacy, can easily access essential information digitally.
Customer and stakeholder engagement
Despite these challenges, as a distributor, we want to move with customers’ needs and desires. The following opportunities have been identified as ways for us to deliver on customers' needs in the future.
Leveraging digital platforms for communication, account management, and bill payment offers convenience and efficiency, enhancing the overall customer experience.
Timely communication about outages, maintenance, and billing helps manage customer expectations and fosters trust.
Personalized energy solutions, such as demand management and renewable energy options, provide opportunities to meet customers' unique needs.
Promoting energy conservation and providing tools for customers to manage their energy usage can lead to cost savings and a more positive experience.
By addressing these challenges with customers during our regulatory reset customer engagement program, we aspire to capitalise on any opportunities that can provide customers with a seamless, informative, and empowering experience.
To learn more about this theme, browse the documents section on this page.
In the world of electricity distribution, the customer experience is a vital aspect that directly impacts our everyday lives. The customer experience goes beyond simply receiving power; it encompasses every touchpoint, from setting up your connection and handling outages to understanding your energy bill and exploring new energy solutions.
At its core, customer experience is about delivering service that is reliable, convenient, and tailored to your needs. It's also about accessibility, transparency, and a commitment to your well-being.
Challenges and opportunities
In the realm of customer experience within the electricity distribution sector, there are several challenges we wish to address, and are excited about what opportunities there are shaping the landscape.
Managing power outages efficiently. This remains a critical challenge. Customers seek quick responses, accurate information, and timely resolutions, which are essential during such events.
Ensuring bills are transparent and easy to understand. This is an ongoing challenge. Many customers find it difficult to decipher pricing structures.
Ensuring equal access to information. As more services move online, we need to ensure that all customers, including those with limited digital literacy, can easily access essential information digitally.
Customer and stakeholder engagement
Despite these challenges, as a distributor, we want to move with customers’ needs and desires. The following opportunities have been identified as ways for us to deliver on customers' needs in the future.
Leveraging digital platforms for communication, account management, and bill payment offers convenience and efficiency, enhancing the overall customer experience.
Timely communication about outages, maintenance, and billing helps manage customer expectations and fosters trust.
Personalized energy solutions, such as demand management and renewable energy options, provide opportunities to meet customers' unique needs.
Promoting energy conservation and providing tools for customers to manage their energy usage can lead to cost savings and a more positive experience.
By addressing these challenges with customers during our regulatory reset customer engagement program, we aspire to capitalise on any opportunities that can provide customers with a seamless, informative, and empowering experience.
To learn more about this theme, browse the documents section on this page.