We strive for excellence in our operations as we renew, replace and upgrade our electricity network. It’s important to us to also respect and protect the communities where we operate. We set high standards in customer service and provide industry leading programs to keep customers connected to the electricity network if they are experiencing financial hardship.

Customer safety

Keeping the community and our workers safe around electricity is our greatest priority. That’s why we deliver substantial programs to secure electricity assets, monitor and inspect electrical work and electrical safety education campaigns.

Detailed research is conducted to help direct our community safety education campaigns. These campaigns are documented each year in our Public Electrical Safety Awareness Plan.

We also prepare a Customer Safety Installation Plan which outlines how we monitor and check the quality of work undertaken on electrical installations by licenced electrical contractors. Our Bushfire Risk Management sets out how potential bushfire threats are avoided by properly maintaining our electricity network. It also explains how private electrical infrastructure should be maintained near fire prone areas.

Customer reliability

We are investing $8 billion over the next five years to renew, replace and upgrade our electricity network. This investment is targeted at improving reliability by meeting the NSW Government’s reliability licence conditions as well as meeting increasing peak demand for power.

Link through to our Network supply and services page for more information about how we provide a safe and reliable network.

Vulnerable customers

EnergyAustralia is committed to helping customers who are experiencing financial difficulty to help keep them connected to the electricity network. We offer a range of services and special considerations to customers. These are detailed in our Customer Hardship Charter.

Customers experiencing long term financial difficulties are also supported through our EnergyAssist program to help keep their energy bills low and manage their household costs. Read more about EnergyAssist.

Customer disputes

Our Customer Relations team provides a full inquiry service when disputes are raised through the Energy and Water Ombudsman (EWON) NSW. Every dispute is formally recorded and the team works closely with the Ombudsman to ensure an ongoing high standard of customer service.

Supply chain

EnergyAustralia selects our contractors through an individual tender process for each major project considering the social, environmental and economic impacts of the product or service. We ensure the integrity of our procurement activities through transparent processes and we respect the rights of all suppliers, including confidentiality and the expectation to be treated fairly.

Risk management

EnergyAustralia has developed an integrated business risk management framework to help indentify and assess short and long term risks to our business. This risk management framework covers every facet of our business including strategic, operational, financial and compliance activities.