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Our commitment to customers

Our customers are at the heart of everything we do and we work hard to understand their needs. Our goal is to create a seamless customer experience, build trust and do what’s right for our local communities.

We don’t have all the answers, which is why we involve our customers in our future planning processes and in the delivery of new initiatives to drive improved customer experiences. As part of our 2021-26 Electricity Distribution Price Review, we worked with our Customer Forum, a group of experts representing customers, to develop key customer experience commitments.

These customer experience commitments have been designed to ensure we understand our customers’ needs, make it simple and easy to get things done and improve the lives of our customers and communities.


Customer experience commitments

  • Building our understanding of customers’ needs and expectations. 
  • Establishing clearer accountability for customers.
  • Aligning our incentives with customer outcomes.
  • Fixing customer pain points and improving the Customer Experience.
  • Collaborating with the community and taking care of customers in vulnerable circumstances. 
  • Making our organisation easier to deal with. 


To ensure we deliver on these commitments and to provide an overview of improvements we have made for our customers, we publicly report on our progress through our Customer Interactions and Monitoring Report (CIMR).

You can find our most recent CIMR on our site here (PDF, 2.0 MB).   

For more information: 

Read our research plan (PDF, 189 KB) and webinar feedback (PDF, 120 KB) on our site. 

Learn about our Electricity Distribution Price Review on our site. 

Curious about last year’s CIMR? Read our FY20 CIMR (PDF, 1,511 KB).