Performance against commitments made in 2006/07 Sustainability Report.

2006/07 Sustainability Report Commitment

Comment

Achieved

Fully implement contact centre benchmarking program to all centres

AGL has partnered with internationally renowned benchmarking company, Global Reviews, to conduct customer service benchmarking.  Global Reviews assess recorded call centre calls and evaluate these against a best practice model for service delivery.  Results to date indicate AGL has a strong customer service culture and the necessary foundations in place to improve service standards by consistently meeting, and exceeding customer expectations.

Yes

Implement internal dispute resolution policy

AGL has drafted an internal dispute resolution policy based on the Australian Standard for Complaints Handling, and complies with relevant Code requirements of each state. It is anticipated that this will be rolled out in the first quarter of the 2008/09 financial year.

Yes

Deliver and rollout modulated hardship-training program for all contact centre and Income Operations teams

A modulated hardship training program has been developed.  The Hardship Fundamentals components are now part of all induction training and continue to be rolled out across contact centres and our credit collection team.

Yes

Review and align national vulnerable customer support programs

AGL has developed a national Hardship Policy which incorporates our policies and processes for customers experiencing both short term and long term hardship. The national policy provides the background to how we operate.

Yes

Improve metrics across sustainability measures. AGL will continue to report against existing measures but will also review alternative indices

No new indices have been introduced as the business is going through a period of significant change as we rollout of our improved customer service system.

No

 

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