Endeavour Energy Annual Performance Report - Parliament of New ...

Network-related calls increased from
114,043 to 144,534. This 27% increase
was largely the result of the Fathers’
Day windstorm in September 2010.
Network complaints also increased,
from 2,598 the previous year to
3,298. This increase is attributable to
the introduction and management
of customer network connections
to the Solar Bonus Scheme and
changes to the feed-in tariff
(see page 24 for details). The 2010
September windstorm also had
an impact on this result.
This year also saw a slight increase
in the number of compliments
received – from 245 in 2009–10
to 287 in 2010–11. Compliments
were predominantly received from
customers who were appreciative of
employee efforts to restore power
during storm conditions or for
exceptional customer service.
Supporting customers
in hardship
Management of cases involving
customers in financial hardship
continued throughout the year,
with the number of customers
enrolled on the INpower program
peaking during December 2010 at
almost 8,000.
Performance indicator: Customer disconnections
5,568
2006–07
3,794
2007–08
energy audits and presentations to
community groups.
During the year, Customer Care
presented to 26 community
groups, including associations
representing the aged, disability
services and a variety of ethnic
groups. The topics of the talks
included energy-saving tips and
other assistance available, such as
free energy audits and government
programs including EAPA and
energy rebates. The talks were well
2,778 2,922
2008–09
2009–10
3,181
2010–11
received and usually resulted in
further requests for presentations
from other organisations through
recommendations.
Resulting from the introduction
of the INpower hardship program,
customer disconnections since
2006 has declined. During 2010–11,
3,181 customers (2842 residential
and 339 small commercial), were
disconnected only as an act of
last resort.
In March 2010, we began a small
trial with a sample group of INpower
customers to use an in-home energy
monitoring device, providing them
with information on their usage in
real dollar terms.
The trial, which concluded in
September 2010, showed positive
results. Overall total electricity
consumption of the trial group
dropped by 13%. A survey of the
participants indicated that 96% of
respondents found the tool useful in
understanding their electricity usage
and that they would continue to use
it to cut their consumption.
The INpower program has been
incorporated into the Transition
Services Agreement from 1 March
2011. Origin has also endorsed
the continuation of our home
Left to right: Peter George, Heidi Howell and Wendy Graham, three of our Huntingwood based
Customer Service Representatives.
Endeavour Energy Annual Performance Report 2010–11
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