| A major challenge for a business with many billing interfaces and a diverse regulatory environment, is to provide accessible and user friendly products in a consistent manner to all our customers. With a program to simplify and streamline customer products, process and billing systems AGL will be better placed to provide effective support through a more consistent process.
An energy invoice is often the only communication we have with our customers, therefore it is essential that all customers are able to use this to obtain information about their account. AGL continue to provide large A3 sized versions of customer bills where requested, as well as having worked with Vision Australia in developing a Braille version. We have also been able to take advantage of speech recognition software that enables us toemail to customers a ‘talking’ bill taking advantage of their installed software. | |
AGL has been recognised for our work with vision-impaired customers and is the recipient of a Vision Australia ‘making a difference’ award during 2007 for the work in providing a Braille bill for customers.
With a diverse range of cultural and linguistic backgrounds it is essential that AGL can deal with customer enquiries in a range of languages. To ensure effective handling of customer enquiries where a language other than English is preferred, customers continue to have free access to the national interpreter service, with the contact details included on every invoice issued. |
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