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Customer service

As an electricity customer your main point of contact is with your chosen energy retailer. On occasion you will need to deal with us directly for information about power cuts, to request a new connection, get safety advice, arrange for tree trimming away from power lines or when we need to access your property for maintenance. When you do, it’s important you get the information and service you expect and need.

Our Your Say, Your Network Consultation Document sets out what our proposed plan delivers for customers around customer service.

What drives our spend

Respond to queries for new customer connections.

The work we will do

We connect customers seeking new connections or changes to their existing supply.

What you get as a customer

Current service levels for new connections are maintained.

Options for further investment

Additional targeted investment to further improve customer service, provided customers are willing to pay more. See our Your Say, Your Network Consultation Document Option B: Improved customer service, page 40.

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