EWONews Issue 33
A message from the Ombudsman
We got off to a flying start this financial year, in what promises to be another interesting and challenging 12 months for EWON.
Our strategic goal this year is to achieve the best possible outcomes for our customers and members, by focusing on our people. We want our staff to feel valued for the unique and valuable work they do, and to ensure they are well-supported by systems and resources to carry out this work. Specifically our 2016/2017 strategic priorities are:
- Engaged people
- Intuitive, sustainable systems and processes
- Customer service excellence
- Awareness and influence
To help achieve these priorities we’ll be introducing a new telephone system and upgrading our complaints management system. This in turn will help us reach our goals of increasing our case handling effectiveness and building on the high level of customer satisfaction with our services.
Ensuring that NSW consumers and small businesses are aware of our services is one of our organisational responsibilities and we’re putting particular emphasis on it this year. For the first time, we’ve measured awareness of our services across NSW, giving us a benchmark to work from and, after 18 years, we’ve changed our logo and other branding. We’ve also updated our information materials to make them easier to understand and our website to meet web content accessibility guidelines, to AA standard, so that people with impaired vision or other disabilities can easily find the information they need. We’ve also launched an Auslan video to help raise awareness of our services amongst people who have hearing difficulties.
We’ll continue to build on our extensive community and Aboriginal outreach programs, and influence decisions made by government and regulators through our policy work, particularly as the Solar Bonus Scheme comes to an end and the industry we operate in changes and innovates.
We look forward to working with you to achieve these outcomes over the next six months.
Solar Bonus Scheme customers should act now to avoid bill shock
Fees for paper bills and over the counter payments
NSW draft plan to save energy
QUESTION: What does a typical energy provider look like now?
Could your clients benefit from the NSW Government's appliance replacement offer?
New EWON reports