Charter engages with Victorian customers

Victorian distributors CitiPower and Powercor mailed their new Customer Charter to 1.1 million customers in December.

The charter explains the relationship between CitiPower and Powercor and its customers, what customers can expect from the company and what they can do to ensure the company can meet their expectations.

Retailer and customer relations manager Andrew McKay said early feedback had been positive.

“The customer charter offers a unique opportunity for customers to directly engage with their electricity distribution company, as well as learn more about their electricity supply, what to do during an outage, and what they can expect from CitiPower and Powercor,” Mr McKay said.

The charter was developed after extensive consultation and summarises the rights, entitlements and obligations electricity distributors and customers have under Victoria’s Electricity Distribution Code.

The charter contains an invitation for customers to sign up to Citipower and Powercor’s free SMS customer communications service about power interruptions during large scale events such as storms.

Subscribing customers will receive email and SMS updates advising of an outage in their area, whether a crew had been dispatched and an estimated restoration time.

Customers can register to receive SMS or email updates through the customer self- service section of our web site and are asked to have a copy of their power bill to help with the registration process.