Customer experience
Customer experience
CitiPower and Powercor supply electricity to homes and businesses across Melbourne's CBD, inner suburbs and Western Victoria.
For our customers, that means having power when you need it and knowing someone's on hand if something goes wrong.
We've built our customer experience around those expectations, with clear commitments you can hold us to.
Behind the scenes, we’re working to make your experience as simple and reliable as possible.
Customer service team
Our dedicated customer service team operates out of Melbourne, Bendigo and Ballarat. They handle more than 2,000 phone calls a day from customers, or more than 775,000 calls a year.
If you’re calling about an outage you’re likely to be answered by a recorded Integrated Voice Response (IVR). This can quickly identify your location and automatically acknowledge an outage, describe possible causes and estimate a restoration time.
Vulnerable customers
Electricity is essential to everyday life, and we recognise some customers may need additional support at different times to safely and confidently manage their energy.
Vulnerability is not always visible and it is not always permanent. Customers can move in and out of challenging circumstances for many reasons, including changes in personal circumstances, unexpected life events or the impacts of extended power outages.
We are committed to supporting customers in vulnerable circumstances with fair, safe and affordable access to energy.
What matters to our customers
Through customer research and feedback, we know our customers expect:
- A safe and reliable network: Power you can depend on, with safety at the centre of everything we do.
- Affordable services: Keeping electricity distribution costs as low as possible.
- Choice and flexibility: Supporting new technologies like solar, batteries and electric vehicles.
We’ve turned these expectations into clear commitments that guide how we operate and invest in the network.
Performance reports
We publicly report on our performance against these Customer Commitments every six months. This helps keep us accountable and ensures we’re delivering on what matters most to our customers. See how we’re tracking by viewing our latest performance reports.