What this means for us

We’re committed to providing timely and effective support. By investing in our people and technology, we aim to deliver a seamless, transparent, and responsive customer service experience. We achieve this by leveraging multiple communication channels, enhancing digital tools, fostering organisational efficiency, and maintaining a strong focus on customer feedback and satisfaction. Our customer service aims to make our customers feel supported and valued.  

What this means for you

 

  • Effective communications: We use multiple channels to engage with our customers, such as our website, email, social media, phone calls and online forms, where key account managers and customer consultants provide genuine personal engagement. By tracking our interactions with customers, we can streamline and improve our communications effectiveness and our customer service consistency. 
     
  • Accurate and timely updates: Providing accurate and timely updates is crucial for maintaining trust with our customers. We ensure that all information regarding outages, projects, and other work is communicated promptly through the relevant channels. By delivering clear and precise updates, we help our customers stay informed and be prepared. 

  • Transparent processes: We strive to make every interaction with us clear and straightforward, providing our customers the information and support they need. In our connection, complaint, outage and general enquiries processes, we always aim to ensure full transparency and clear communication about what customers can expect from us and what we need from them. 

  • Customer resolutions: Unfortunately, sometimes things go wrong, and while formal channels and processes for complaint management and disputes are in place, we recognise that these may not always be enough. At these times, we pledge to work with customers on a fair and timely resolution.