Customer Service & Experience Working Group

The Customer Service and Experience Working Group supports the Energy Queensland Customer and Community Council. Together, they help us understand what customers need and expect.

This working group focuses on customer service and experience topics linked to Ergon Energy Network and Energex. Members discuss key issues and industry challenges and help guide business decisions.

The role and scope of this working group are outlined in the Energy Queensland Customer and Stakeholder Engagement Framework.

Working group scope

The below is a list of topics and issues in scope for the Customer Service and Experience Working Group:

Customer service operations, plans and investments (including backend and front facing ICT investments)
Customer service performance measures (including customer experience satisfaction and actual performance results)
Customer communications strategies, plans and materials
Incentive schemes - Customer Service Incentive Scheme and Export Service Incentive Scheme
Alternative Control Services (ACS)
Connections Policy and processes
Life support customer strategy and plans
Metering strategies (including smart meter roll out and legacy meter replacement plans)
Market transaction processes and issues
Community and customer engagement
Customer and community information campaigns

Members

Working group members bring a mix of consumer, industry, regulatory and technical experience. Together, they represent a broad range of customer and community views.