Our customers
Our service commitment
Customer service is important to us. We happily provide helpful advice on energy efficiency, safety and convenient payment options.We have also established a National Customer Consultative Council to
identify and review any issues or concerns regarding the supply of energy,
providing a voice for all our customers.
Community groups have responded positively to this initiative and the
Customer Council, which meets on a quarterly basis, comprises community
members representing a number of demographic groups across Origin’s
residential and business customer base, providing a forum for open communication
and the provision of advice to management on issues concerning energy
supply to consumers.
Customer hardship
For some customers, paying for energy is difficult. Our Power On program assists customers through difficult times with a range of long-term or short-term payment solutions. During 2006/07, we helped 19,197 customers through the program. We have contracted Kildonan Child and Family Services to provide further services to customers in financial difficulty. Kildonan financial counsellors visit customers’ homes where they undertake energy use audits as well as provide general financial advice.
Case study – Anna
A customer, Anna, was experiencing difficulties in paying her energy bills.
Under our Power On program, we offered Anna a suitable payment arrangement.
Our Community Liaison team offered an energy audit to help Anna reduce
her ongoing energy use. Kildonan Family Services undertook the audit and
successfully assisted her to apply for a new fridge under a relief grant
scheme.
Anna’s electricity account is now in credit and she continues to make payments towards her next bill. The audit and other assistance enabled Anna to reduce her annual energy consumption by $125.