customer relations
Customer service excellence
United Energy Distribution aims to ensure its products and services fully meet customers' expectations. Distribution's Customer Relations team logs all complaints reported by customers in our network area in relation to their energy supply, and works closely with all areas of our business in resolving the complaint. Our Customer Relations team also educates staff in the complaints handling process and encourages peers to take ownership for the timely and effective resolution of complaints to ensure customer satisfaction.Customer Relations also identifies any trends in complaints and raises these as issues with the relevant business unit and management to ensure that permanent solutions are in place, and, where possible, that the problem does not recur.
Customer Relations is also responsible for investigating Energy and Water Ombudsman Victoria (EWOV) issues relating to customers' dissatisfaction with a product or supply.