Aurora Energy asking for feedback on new customer charter

“We want to make sure we’re reflecting what customers have told us they want from Aurora Energy as their electricity lines company,” said Chief Executive Richard Fletcher.

“Aurora Energy is the only lines company in New Zealand that has a customer charter. Since we developed ours in 2017 the company has matured a lot, with more emphasis on listening to and meeting the needs of customers.”

He said the proposed new Customer Commitments and Customer Service Standard Payment Scheme reflects feedback from customer satisfaction surveys as well as people sharing their views with the customer experience team and at community events.

“We’ve made our new charter simpler and easier to understand. We’ve kept all the things that customers have told us are important to them, such as getting power restored as soon as possible if there is an unplanned outage, letting customers know if we need to turn off their power to do any maintenance or upgrades on the electricity network, and helping people get connected to the network.

“We have also added new service levels such as making sure we have capacity to support future growth, including more people using electricity to reduce carbon emissions, and helping people understand future energy choices and new technologies,” Mr Fletcher said.

Feedback closes on 30 November. The proposed new Customer Commitments and Customer Service Standard Payment Scheme, as well as a survey, can be found on the Aurora Energy website here.