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36 Satisfied community Exceptionally strong results were achieved in our community satisfaction survey of local councils, business and community representatives. In the March to June 2005 quarter, the overall satisfaction rating was 95 per cent, a result which has also been maintained for the past three quarters. In all five performance aspects – customer service, citizenship, corporate capability, partnering and products – we scored more than 92 per cent. The average overall score for all eight regions was up this year, when compared to 2003-2004. 2004-2005 target – 90 per cent rating – community satisfaction survey Outcome – 90 per cent community satisfaction Future goals – 90 per cent community satisfaction. Trusted brand As a brand Country Energy is relatively new, yet we enjoy 100 per cent brand awareness across our network area, with positive ‘brand associations’ around trustworthiness, responsiveness and overall reputation. Our positive reputation goes beyond our franchise area, as a survey of Victorian retail customers showed similar results. We are now recognised as a leading brand in the electricity market, with above average ‘brand associations’. Commercial customers rate our ‘dedicated account management’ and ‘tailored services’ 10 per cent above the market average and our ‘commitment to rural and regional communities’ far higher than the market average. 2004-2005 target – 95 per cent brand awareness Outcome – 100 per cent awareness Future goals – 95 per cent awareness. Images most associated with own primary electricity retailer Value for money 45% 53% Dedicated account management 42% 53% Tailor their services to your business 37% 47% Provides advantages for your business 37% 46% Puts customers first Best energy management solutions 34% 30% 38% 48% Commitment to rural / regional communities 30% 62% Foremost provider of dual fuel Innovative Green energy alternatives Over priced Under resourced Difficult to deal 8% 6% 10% 11% 15% 16% 17% 24% 24% 31% 23% 28% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% % of respondents per primary retailer Total market Country Energy Source: © Prepared for Country Energy by Utility Market Intelligence 2004 COUNTRY ENERGY ANNUAL REPORT 2004–2005
Increased presence Our program of returning services to country and coastal areas continued this year, with the opening of 10 new customer service and field service centres – taking the total since forming to 33. New centres were opened in – • Stroud (FSC) • West Wyalong (FSC) • Hillston (CSC) • Cooma (CSC) • Batemans Bay (CSC) • Port Macquarie (CSC) • Leeton (CSC) • Broken Hill (CSC) • Walcha (FSC) • Forster/Tuncurry (FSC). Where possible, we adopted the cost-effective formula of joining with one or more strategic partners, such as local councils, water authorities, credit unions and travel agents – offering customers a broader range of services in one location. Two specially-equipped recloser workshops were also opened in Goulburn and Leeton to maintain and refurbish protection equipment, reinforcing our commitment to improving services, creating local jobs and specialist resources in the south western and south eastern regions. Country Support In response to the persistent drought and increasing hardship, our customer hardship program – Country Support – was expanded to include new support services. This includes Busiplan for small businesses and Farmplan for farming families and offers account management services more tailored to rural business income cycles. We are also improving frontline employees’ skills and related systems to ensure the philosophy is inherent across the business. By simply negotiating sensible, individualised payment plans, Country Support continues to reduce disconnections for non-payment as well as associated costs. The program assisted around 2,000 new customers this financial year and reduced disconnections for non-payment by around 60 per cent, compared to results before the introduction of Country Support. Our industry leading approach focuses on communicating with customers, help in accessing support and concessions, affordable payment plans, automatic payment channels (like Centrelink’s Centrepay facility) and energy efficiency advice. Future goals – expand Country Support to more farming and small business customers. 37 On the road To ensure any business decision we make best meets the needs of all our stakeholders, our Board and Executive regularly travelled to country and coastal venues this year. They attended management meetings, visited local facilities and met with employees, local councils, industry and community representatives to discuss first-hand issues facing their community. This philosophy ensures we keep ‘our finger on the pulse’ and are in touch with our customers’ needs. COUNTRY ENERGY ANNUAL REPORT 2004–2005
Page 1 and 2: Becoming Australia’s leading util
Page 3 and 4: Priorities in 2004-2005 Country Ene
Page 5 and 6: A leader in safety 5 COUNTRY ENERGY
Page 7 and 8: Detailed audit schedules have been
Page 9 and 10: Workers compensation In addition to
Page 11 and 12: A successful national retailer 11 C
Page 13 and 14: Looking inside We recognise that ou
Page 15 and 16: This resulted in the campuses reduc
Page 17 and 18: The best network manager 17 COUNTRY
Page 19 and 20: The table below highlights some exa
Page 21 and 22: • Large snowfalls in the Snowy Mo
Page 23 and 24: Vegetation management The managemen
Page 25 and 26: Information services In addition to
Page 27 and 28: A responsible environmental manager
Page 29 and 30: One of the most rewarding aspects o
Page 31 and 32: Our increasing involvement in proje
Page 33 and 34: Waste management A code of practice
Page 35: A valued part of the community 35 C
Page 39 and 40: Nu 1000 0 2002-2003 2003-2004 2004-
Page 41 and 42: Sponsorship spend $82,424 $125,000
Page 43 and 44: An employer of choice 43 COUNTRY EN
Page 45 and 46: Apprentices by region / operational
Page 47 and 48: Employees also initiated a fundrais
Page 49 and 50: Employee assistance program Country
Page 51 and 52: Our Executive Craig Murray - Managi
Page 53 and 54: Director Current appointment Board
Page 55 and 56: Risk management Country Energy appr
Page 57 and 58: Executive remuneration At the end o
Page 59 and 60: Consultants A total of $1.3 million
Page 61 and 62: • Electricity Industry Act 2000 N
Page 63 and 64: Financial statements contents Indep
Page 65 and 66: Statement by Members of the Board 6
Page 67 and 68: Statement of Financial Position as
Page 69 and 70: Notes to the Financial Statements f
Page 87 and 88:
Notes to the Financial Statements f
Page 89 and 90:
Page 91 and 92:
Page 93 and 94:
Page 95 and 96:
Page 97 and 98:
Customer information The following
Page 99 and 100:
Index A Achievements inside cover A
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