In a statement, the lines company announced it had a launched a new customer charter which would better reflect what customers had said was important to them.
Customer and connections general manager Mark Pratt said the charter was first developed in 2017.
“Since then we have matured a lot as an organisation, with more focus on listening to and meeting customers’ needs and preferences.
“We’ve taken note of what customers have told us through surveys, feedback to our customer experience team and from speaking with people at meetings and events.”
The new charter was the result of a review process that included public engagement last November and was “much simpler and easier to understand,” Mr Pratt said.
Key elements had been retained such as keeping customers updated about any power outages, making it easy for customers to connect to the electricity network, being there 24/7 and notifying customers in advance if power needed to be turned off to perform maintenance or upgrades.
New service levels had also been introduced, such as making sure Aurora could meet increasing demand for electricity due to population growth and more people using electricity to reduce their carbon emissions, as well as helping people understand future energy choices and new technologies.
The new customer charter outlined service commitments, what Aurora needed from customers to be able to provide a safe and reliable electricity supply for them and what compensation the company would provide if it failed to meet certain customer service incentives — such as failing to notify customers about planned power outages at least 10 working days in advance.
Aurora Energy would report to the public annually on how it measured up against its charter commitments.
