During 2008/09 we will:

• Further enhance and develop the Quality Assurance program for sales teams which provides for strict adherence to all mandatory regulatory and compliance factors;

• Identify improved measurement tools for customer issues and implement recommended solutions;

• Increase the scope of review of the contact centre benchmarking program to further enhance the service to customers;

• Minimise any negative customer impacts resulting from the continued implementation of the Phoenix Change Program; and

• Proactively implement new service offerings including operational changes to meet the needs of the diverse segments that AGL services.  This program is the next phase of Project Phoenix and will commence in 2008/09.