Highlights 2007/2008.
- Increasing the average service level for our contact centre, with 78% of all calls answered within 30 seconds.
- Rolling out customer service benchmarking to evaluate our call centres against a best practice model for service delivery.
- Remaining a participant in the Retailer Round Table Forum – a voluntary group of industry representatives formed to address the increase in misleading and deceptive sales practices within the Australian energy market.
- Reducing complaints about AGL’s sales and marketing activities by 17%, with complaints representing less than 0.4% of lead sales.
- Increasing the number of Staying Connected customers by 18% as part of our hardship program, and making donations of approximately $42,000 for energy saving devices and materials.
- Increasing our residential sales of GreenPower accredited products by around 50%.
- Launching our Green Events service offering for business customers, with 6,500 kWh of accredited GreenPower being sold as Green Events since the inception of the program in early 2008.
- Launching an on-line carbon calculator to help our residential customers calculate their greenhouse emissions and take steps to reduce these, as well as ‘Energy Challenger’, an on-line energy efficiency diagnostic tool for business customers.
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