Customer commitments

About usCustomer experienceCustomer commitments

Every day, we move power to and from more than 1.2 million homes and businesses.

For the first time, we’re publishing a set of customer commitments to further demonstrate that our customers are at the centre of everything we do.

Our customers’ expectations for what we deliver are greater than ever before. Customers want more than just safe, reliable and affordable electricity – they expect us to empower their energy choices, and deliver services important to their communities and the environment.

Our five-year investment plans recently approved by the Australian Energy Regulator reflect these expectations. Through consultation with our Customer Advisory Panel and our customers, we have developed measurable commitments that align with these plans. Commitments are also closely linked to our vision and cover themes of affordability, reliability, safety, empowering choices and environment.

We have tailored our commitments to each network to reflect our customers’ different needs, and will monitor and adapt these as expectations change over time. Importantly, we will be publicly reporting on the progress of each commitment over the next five years.

Where we are performing well, these measures will hold us to account to make sure we sustain that level of performance for our customers. Where we can do better, these measures will ensure we continue to question and challenge everything we do in our business to and improve further.

These commitments are what will drive our business to stand out from the pack as a customer centric organisation, and give customers the confidence that we deliver on the promises we make.

CitiPower customer commitments

Affordability
Our commitmentWhat this means for you
We will have the lowest urban residential distribution tariff costs in Victoria, and remain in the top 5 most affordable electricity networks in AustraliaYou will have the lowest supply charges of any comparable network in Australia. These charges include the distribution costs to operating, maintaining and managing the network of poles, wires and smart meters that deliver electricity to you.
We will assist customers in identifying savings by empowering them to better use their energy consumption data, including delivering energy literacy and bill support programs to 1,000 of our vulnerable customers per annum.You will have resources available to you to view how your home has been using electricity over time, manage your power costs and take control of your energy bill.
We will continue to measure and benchmark ourselves against competitors and publicly demonstrate initiatives that reduce charges over time.
You will have access to value for money, market tested services that we will continue to invest in improving.

Powercor customer commitments

Affordability
Our commitmentWhat this means for you
We will have the lowest rural and urban residential distribution tariff costs in Victoria, and remain in the top 5 most affordable electricity networks in Australia.You will have the lowest supply charges of any comparable Network in Australia. These charges include the distribution costs to operating, maintaining and managing the network of poles, wires and smart meters that deliver electricity to you.
We will assist customers in identifying savings by empowering them to better use their energy consumption data, including delivering energy literacy and bill support programs to 1,000 of our vulnerable customers per annum.You will have resources available to you view how your home has been using electricity over time, manage your power costs and take control of your energy bill.
We will continue to measure and benchmark ourselves against competitors and publicly demonstrate initiatives that reduce charges over time.You will have access to value for money, market tested services that we will continue to invest in improving.
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