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38 Resolving complaints During the year, we received 3,833 complaints from small retail/residential customers (domestic customers under 160 megawatt hours), representing an 8.37 per cent reduction from the number of complaints received last year. A program known as the First Contact Complaint Completion (FCCC) program was introduced in December 2004 to take full advantage of the extensive experience of our frontline team in reducing complaint resolution time and providing customers with a consistently high level of customer service. 2004-2005 target – 90 per cent of complaints resolved at first point of contact Outcome – 93.2 per cent of complaints resolved at first point of contact Future goals – increase number of complaints resolved at first point of contact to 94 per cent by 2008-2009. Our fresh approach to complaints management also saw a shift from reporting the number of complaints received to the average time to resolve each complaint. A greater emphasis has been placed on responding to and completing complaints as early as possible by frontline employees, with the aim of resolving issues within five days. Due in part to the introduction of a First Call Complaint Completion (FCCC) program, we met this target for nine of the 12 reporting periods. 2004-2005 target – reduce average time to resolve complaints to five days Outcome – achieved an average time to resolve complaints of 3.7 days Future goals – maintain average time to resolve complaints at less than four days. 6000 Retail and network complaints Number of complaints 5000 4000 3000 2000 1000 0 2002-2003 2003-2004 2004-2005 Retail Network 8 Average domestic complaint resolution Days to resolve COUNTRY ENERGY ANNUAL REPORT 2 2004–2005 6 4
Nu 1000 0 2002-2003 2003-2004 2004-2005 Number of complaints Days to resolve 6000 5000 4000 3000 2000 1000 8 0 6 4 2 Retail Network Retail and network complaints Average domestic complaint resolution 2002-2003 2003-2004 2004-2005 Retail Network 0 Jul-04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05 Feb-05 Mar-05 Apr-05 May-05 Jun-05 39 8 Actual Target Average domestic complaint resolution EWON consultations To help contacts within the ombudsman’s office better 6 The flow-on benefits of our First Call Complaint understand our operations, a number of representatives Completion 4 (FCCC) program is evident in the reduced visited our central western region. The two-day number of customers who escalated their complaint to visit included presentations from a broad range of the New South Wales Energy and Water Ombudsman departments and a field trip to Blayney Wind Farm. 2 (EWON). NSW Energy Ombudsman – Country Energy case share trend 2004-2005 target – less than eight per cent of all 30 Customer 0 consultations made by EWON decreased complaints escalated to EWON by more 25 than 16 per cent, from 725 last year to 610 in Outcome – target met for all four quarters 2004-2005, which is a Country Energy record. None of these 20 Future goals – maintain record of less than eight per progressed to dispute status. Actual cent Target of complaints escalating to EWON. Only 15 7.3 per cent of all consultations dealt with by EWON related to Country Energy, a decrease from the previous 10 period, and well under our 25 per cent market share. 5 Percentage of consultations Days to resolve Jul-04 Aug-04 Sep-04 Oct-04 Nov-04 Dec-04 Jan-05 Feb-05 Mar-05 Apr-05 May-05 Jun-05 0 2001-2002 2002-2003 2003-2004 2004-2005 NSW Energy Ombudsman – Country Energy case share trend Actual Trend 30 Percentage of consultations 25 20 15 10 5 0 2001-2002 2002-2003 2003-2004 2004-2005 Actual Trend 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 and 36: A valued part of the community 35 C
Page 37: Increased presence Our program of r
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 89 and 90:
Notes to the Financial Statements f
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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