Investor Presentaiton

Customer Experience Transformation Benefits to net operating costs as productivity improves with digital adoption and self-service CONSUMER NET OPERATING COSTS (EXC. DEPRECIATION & AMORTISATION: $328M Other Campaigns and advertising Bad and doubtful debts Labour and contractor services -5-10% ~10-15% reduction reduction opportunity opportunity by FY20 longer term - 60% of calls relate to billing, moving and paying Customers with digital ID interact more than non- registered customers - - - Digital interactions increase customer awareness, reduce bill shock and drive down call volume agl For example: Easy Move has reduced 15-min call time to 3-min digital experience For example: 134k customer meter reads reducing transactions/calls related to estimations Digital wallet to drive down payment channel costs ($6m transacted to date on 36k payments) - Digital sales and decisioning optimising channel, campaign and advertising costs FY17 Investor Day | 13 December 2017 FY20 ---> 38

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