Investor Presentaiton

Business performance managing complaints - 2013 . Information technology reliability impacting customer management system; complaints at all-time high 2014 • ⚫ IT stabilised; committed to confront complaints root cause • Established disciplined, consistent internal complaints process; invested in dedicated, swift-response team comprising 30 of our best agents 2015 • • New company-wide strategy & values launched with customers at the heart. Whole of business mobilised around the customer; each complaint analysed and learnings applied 12 EnergyAustralia

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