Action 2006/2007 |
Comment |
Achieved |
| Answer 85 per cent of customer calls within 30 seconds |
AGL achieved the South Australian regulated requirement of 85% of calls answered within 30 seconds, however this level was not reached in the other states. |
No |
| Respond to all written customer enquires within five business days |
Improvements in the ability to capture and track all written enquiries has enabled more efficient responses, and the target remains during 2007/2008. |
No |
| Target a reduction in Ombudsman cases by a further 10 per cent |
Ombudsman cases reduced from 4,016 during 2005/2006 to 3630 during 2006/2007 representing a 10% drop in cases received |
Yes |
| Survey customers and stakeholders to assess our complaints handling processes and procedures |
Survey on hold but still planned for 2007/2008 |
In progress |
| Develop a national internal dispute resolution policy |
A national internal dispute resolution program has been developed and will aim to be implemented with the roll out of AGL’s new billing and information systems. |
In progress |
| Consolidate improvements to Staying Connected and undertake an independent evaluation of its costs and benefits |
The Staying Connected program and benefits were evaluated against Boston Consulting methodology. The results showed positive outcomes including increased customer engagement and more affordable payment plans. |
Yes |
| Investigate options to give Staying Connected customers greater access to energy auditing and financial counselling services |
Hardship regulations in Victoria now include the requirements to provide energy auditing services and AGL have partnered with Kildonan to provide this and additional financial counselling services to its Staying Connected customers.
Further programs include the partnership with Workventures in NSW to deliver home energy audits and the development of a program in SA with Mission Australia to ensure energy audits will be available during 2007/2008 |
Yes |
| Build on existing training and development plans to improve the skills of our Staying Connected consultants |
Staying Connected teams trained and supported through the partnership with Kildonan.
Development of modular training pack for Staying Connected and Contact Centre operators. |
Yes |
| Expand the support options for New Arrivals. |
The original pilot program provided valuable feedback on support for new arrivals but was not able to develop into an ongoing program. One key area of feedback was the provision of support in a number of community languages and energy efficiency information and Staying Connected brochures are now available in a range of languages. |
Yes |
