Investor Presentaiton

Business performance managing complaints. - 2016 . - IT & complaints handling process underpin turnaround – fewer complaints & those we get are addressed quickly & consistently • Identified scope for improvement - introduced new operating model to manage. complaints lifecycle i.e. how they are received, assigned & resolved • Rolled out NPS in January; helps identify unsatisfied customers before issue turns into a complaint: - We ask "was your issue resolved?" If "no", customer is contacted directly - Complaints reduced 49% in six-month trial 13 EnergyAustralia

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