Customer Experience


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.

To see how we are currently engaging with customer and stakeholders on this theme, visit the Focused Conversations page.


Explore the other themes


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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.

To see how we are currently engaging with customer and stakeholders on this theme, visit the Focused Conversations page.


Explore the other themes


Back to top

Back to Regulatory Reset main page