Customers

We aim to provide our customers with the tools they need to navigate the complexities of the energy market. We adopt an innovative approach to product and service delivery to empower customers to better manage their energy bills.

We listen to what our customers tell us about the way they want to manage their energy consumption, and we design our products and services to meet our customers’ needs.

We have one of Australia's largest retail energy and dual fuel customer bases, retailing natural gas, electricity, solar PV and related products and services to over 3.6 million residential, small and large business customer accounts throughout Australia.

Building customer advocacy is one of our two strategic imperatives. We’re moving from being a mass retailer to a personalised retailer – using smarter solutions, technology and services to empower our customers.

This section focuses on:

• Energy prices and affordability: We understand that energy bills can contribute to the financial difficulties that some of our customers face. We work collaboratively with a range of community and customer stakeholders to provide targeted, effective support.
• Customer-led approach and delivery : We operate in a highly competitive retail environment, so we are focused on delivering a consistently superior customer experience that generates long-term value.
• Product innovation: We recognise that to remain competitive in this changing landscape we must innovate by creating a broad suite of products and services that meet our customers’ needs, utilise technology to maximise customers’ convenience, and empower customers to take control of their energy use and account management.
• Data and IT security: We strongly support consumers having greater access to and control over data that directly relates to them. We consider that a well-designed regulatory regime should enable customers to seek value from their data, while also preserving incentives for efficient investment and innovation in data from businesses. It should also foster trust from the community in data use and privacy.