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C o d e o f C o n d u C t f o r t h e S u p p l y o f

e l e C t r i C i t y t o S m a l l u S e C u S t o m e r S

M A K E I T E A S Y

U N D E R S T A N D M E

K E E P M E I N F O R M E D

R E S P E C T T H E C U S T O M E R

K E E P Y O U R P R O M I S E S

I N T R O D U C T I O N

“We are committed to actively engaging with our customers and measuring our performance.”

In 2009/10 Western Power reaffirmed its commitment to the customer, rightly focussing on the need to place our customers first. We recognise the importance of our services to the wider community and therefore the imperative to continually improve everything we do.

We are committed to actively engaging with our customers, including measuring and reporting how we have performed. This report is one such way that we provide information on our performance standards for a number of important customer functions and some of the things we are doing to improve.

Annually, Western Power reports on its performance in a number of areas such as customer complaints, streetlights, service standards and customer charters. This report is published on Western Power’s web site with copies also provided to the Economic Regulation Authority and the Minister for Energy.

The report is structured to provide a definition of each record keeping requirement as denoted in the Code of Conduct for the Supply of Electricity to Small Use Customers, together with Western Power’s performance to that requirement and information related to that performance.

It has now been 4 years since Western Power was created. Each year we continue to build our capability to place customers at the forefront of what we do. Our aim is to deliver a professional, essential service and a pleasant experience when our customers interact with us.

W e S t e r n p o W e r r e C o r d K e e p i n G r e p o r t 2 0 0 9 / 1 0 Code of Conduct for the Supply of electrici ty to Small use Customers

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Prior to connecting customers to the network, Western Power must make sure an electricity supply exists that is able to supply adequate power to meet the needs of the customer. If we need to upgrade the network we work with the electrical industry and our customers to set a date for the connection to be completed. Once a site is ready for a new connection we commit to energise it within the times shown below:

Perth metropolitan area and in major regional centres – next business day;

Rural and country areas – within five business days

In 2009/10 Western Power provided 26,304 new connections. This was an increase of 2.8 per cent on the 25 568 new connections in 2008/09.

In 2009/10, 957 (3.6 per cent) of new connections were not provided within the target time, or prior to the date agreed with the customer. This was an improvement on the 6.9 per cent of new connections not provided within the target time, the previous year.

Our performance in network connections was consistent throughout the year, averaging 96 per cent of new connections being made within the target time.

Western Power is continuing to work with Energy Safety to expand the Contractor Connect Scheme. This scheme benefits customers by expediting the process and allowing electrical contractors to directly connect and energise customer premises. In 2009/10, 54% of new connections were completed by electrical contractors, up from 42% in 2008/09.

Western Power has developed an online work notice submission system (ETIC) for electrical contractors and will be promoting this to industry to encourage take-up throughout 2010/11. ETIC will assist with streamlining the administrative aspect of new connections, thus allowing Western Power to attend to customer connection requests more efficiently.

N e T w O R k C O N N e C T I O N s

Western Power actively seeks feedback from customers about its service and performance. In addition, we provide many ways for customers to tell us how we are performing and areas where they feel we need to improve, including by phone (24 hour service) email, web site or in writing.

We manage complaints by:

Operating a formal complaint management system;

Providing customers with information and assistance to use our complaints process;

Offering customers the opportunity to have their complaint reviewed by a senior manager;

Using information provided to help resolve complaints and issues with our processes or systems; and

Offering customers a detailed explanation of the reasons behind our decision, in relation to their complaint.

Western Powers Customer Charter commitment to our customers is to acknowledge written complaints within 10 working days and respond to them within 20 working days. In 2009/10, 97 per cent of all complaints were managed within the 20 working day target time, or by a date agreed with the customer. This was a decrease of 1% compared to 2008/09.

In 2009/10 Western Power received 2,695 complaints*, which included 560 complaints referred by the Energy Ombudsman and Minister for Energy. This was a decrease of 5.3 per compared to 2008/09 (2,845 complaints*, including 494 referred by the Energy Ombudsman and Minister for Energy). When considering the overall view of complaints over the last three years (i.e. without excluding any categories) it is pleasing to note a consistent downward trend.

Streetlighting attracted 96 complaints in 2009/10 which was a 79% decrease on the previous year. A similar trend was apparent for Customer Funded Construction work, with 142 complaints being a 72 per cent decrease on the previous year. This improved performance was offset by an increase in complaints in the ‘other various categories**’. This was due to a combination of an increase in Claims Management complaints (107% increase) and Extended Outage Payment Scheme claims (228% increase). Both increases were a direct result of the March 2010 storms that devastated Perth causing considerable damage to the community, including Western Power infrastructure.

C U s T O m e R C O m p l a I N T s

W e S t e r n p o W e r r e C o r d K e e p i n G r e p o r t 2 0 0 9 / 1 0 Code of Conduct for the Supply of electrici ty to Small use Customers

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CaTeGORIes OF COmplaINTs

PLANNED OUTAGES

CUSTOMER REQUESTED

CONSTRUCTION

STREETLIGHTS VEGETATION MANAGEMENT

ADMIN PROCESS & CUSTOMER

SERVICE

TRANSMISSION INFRA-

STRUCTURE

DESIGN & QUOTATION PROCESS

CLAIMS MANAGEMENT

12 HOUR OUTAGE CLAIM

CHARGE/ COSTS

**OTHERVARIOUS

CATEGORIES

Planned power interruptions are required to complete maintenance and upgrades on the network. As the customer base continues to grow, it is vital that we improve communications with our customers regarding this type of work.

Western Power has recognized that our customers are concerned about the impact of planned outages. In response, Western Power has formed a Planned Outage Issues Coordination team to deal solely with

* excludes power quality and power reliability complaints

** other various categories include asset location, meter reading, distribution equipment, damage to customer property, network charges, connection time, property access, reinstatements, meter data, standards/policy and generators.

managing customer issues relating to planned power interruptions. This team is available to speak directly to customers about their issues and work with them to find workable solutions. In addition, from October 2010 a new customer notification process will commence. This will replace cards drops in letterboxes with more informative letters mailed directly to customers. It will also increase the notification period from 3 days to 7 days, allowing customers more time to assess and minimize the impact.

As these new processes are developed, technologies such as SMS text and email will be incorporated into our customer communication inventory, allowing for swift updates of changes or cancellations to planned work. The Western Power website will also be updated to include a real-time list of current and upcoming planned power interruptions.

s e R v I C e s T a N D a R D p a y m e N T s

ExtEndEd OutagE PaymEnt SchEmE Western Power is committed to providing a safe and reliable supply of electricity. While there are circumstances beyond our control that can interrupt power supply, (such as storms, vehicle accidents and vandalism) we aim to restore customers’ power as quickly as possible.

When customers experience a network power interruption of 12 or more hours, they may be eligible for an Extended Outage Payment Scheme payment of $80 for the inconvenience caused. The availability of these payments was promoted to customers by means of the Synergy Magazine and via media coverage following the March 2010 storm. Payments approved under this scheme increased from 5,589 in 2008/09 to 34,151 in 2009/10, totaling $2,732,080. Of these payments 29,949 (88 per cent) are attributed to the March storm, representing a total of $2,395,920.

PlannEd OutagE nOtificatiOn When Western Power carries out planned maintenance to improve the network, we commit to notifying customers of the interruption at least three business days prior. Notifications are currently being made either by mail, telephone or in person.

Customers may be eligible for a $50 Service Standard Payment if Western Power does not provide adequate notification. Service Standard Payments for planned interruptions increased 57% from 364 in 2008/09 to 573 in 2009/10. Service Standard Payments totaled $28,650 for Planned Interruptions in 2009/10. Planned outages were recognized as the service causing the highest number of complaints (see customer complaints)

cOmPlaintS managEmEnt When acknowledging and responding to a customer query or complaint, if Western Power does not respond within the targeted time frames, a customer may be eligible for a compensation payment of $50. In 2009/10 there were no claims received for failure to acknowledge a written complaint within 10 days or respond to a written complaint within 20 days.

W e S t e r n p o W e r r e C o r d K e e p i n G r e p o r t 2 0 0 9 / 1 0 Code of Conduct for the Supply of electrici ty to Small use Customers

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C a l l C e N T R e p e R F O R m a N C e

Western Power operates a state of the art 24 hour call centre which aims for the industry standard of answering at least 85 per cent of calls within 30 seconds and to provide customers with relevant and easy to understand information.

In 2009/10 the Western Power Call Centre received a total of 1,083,908 calls from customers. Of these, 545,005 were satisfied after hearing system generated power restoration information. The remaining 538,903 callers choose to speak with a call centre agent. This was a 27 per cent increase in total calls compared with the previous year (853,000 2008/09).

Of the total calls, 889,682 (82 per cent) were fault calls and 194,226 (18 per cent) were general customer service enquiries. General customer service enquiries increased this year by nearly 40 per cent (139,000 2008/09 compared with 194,226 2009/10) with fault calls increasing by 24.6 per cent (714,000 2008/09 compared with 889,682 2009/10). (see below for March storm).

For all calls, including those handled by the Messaging System, 83.7 per cent were answered within 30 seconds, 9.1 percent were answered outside of 30 seconds and 7.2 per cent of calls were unanswered (compared with 86 per cent answered within 30 seconds, 9.9 per cent were answered outside of 30 seconds and 4.1 per cent unanswered in 2008/09). This reduced performance is due to the additional 231,552 calls received during the March storm (see information below).

In 2009/10 for those calls handled by a call centre agent 67 per cent were answered within 30 seconds, with the average speed of answer being 46 seconds and 14 per cent of operator offered calls were unanswered^ (compared with 2008/09 when 68 per cent of calls were answered within 30 seconds, the average speed of answer was 35 seconds and 9.3 per cent of operator offered calls were unanswered).

march 2010 StOrm In March 2010, a major storm crossed the Perth metropolitan area, causing extensive damage to the network. The storm and associated network repairs had a significant impact on the call centre. From 4pm on Monday 22nd of March to Sunday the 28th of March, 231,552 fault calls were received and serviced. Of the total storm calls, 64,652 customers chose to speak with a customer service agent (28 per cent). When considering the Call Centre’s performance in 2009/10, excluding the storm week, performance is on par with 2008/09.

While the storm had a devastating effect in many regards, it did serve to highlight the world class capability of the Western Power Call Centre. Working closely with our field crews and, coupled with the patience and support of the community, despite the avalanche of calls Western Power was able to speak with and attend to the most urgent customers as a priority.

* The Code requires Western Power to only report information where callers have requested to speak to the operator. Total customer calls information has been provided for completeness.

s T R e e T l I G h T s

Western Power maintains a total of 223,172 streetlights, with 84 per cent (187 305 lights) of these being within the metropolitan area and four regional centres of Albany, Bunbury, Geraldton and Kalgoorlie.

Western Power operates a 24 hour Customer Service Centre at its Head Office in Perth. Customers can report streetlight faults by calling our 24 hour number, email or by using the online reporting system on our website. If the streetlight is maintained by Main Roads or Local Government, we pass the fault information along to the appropriate authority, so they can arrange for the repair.

We commit that we will repair streetlights within five business days of receiving the fault notice in the metropolitan area and in major regional centres, and within nine business days outside of these areas.

Despite a slight 3.7 per cent increase in the number of faulty streetlight reports (46,192 reported in 2009/10 compared with 44,551 reported in 2008/09) a continuous improvement focus resulted in fewer lights not being repaired within the required time. Specifically, in 2009/10, 13.9 per cent (or 6,406) of lights were not repaired within target times, which was a significant improvement in comparison to 30 per cent (or 13,365) of lights in 2008/09.

These performance improvements also resulted in a reduction of the average number of days to repair a streetlight. The metropolitan and regional average number of days to repair was 1.98 days and the rural average was 1.70 days. This is a decrease from the 08/09 results as the average number of days to repair a streetlight for metropolitan and regional areas was 3.7 days, and the 4.1 days on average for rural areas showing a substantial improvement.

Commencing in September 2008, Western Power trialled the use of Compact Fluorescent street lighting in the City of Armadale. Results of the trial have shown that environmental benefits include a reduction in energy consumption and mercury content, in comparison to the alternatives currently available, which are Mercury Vapour, Metal Halide and the High Pressure Sodium.

From the 31st of December 2010 changes to Australian Standards will prohibit the installation of 80W MV (Mercury Vapour) lights, with the Compact Fluorescent being the suitable replacement. With the initial benefits realised from the trial and strong customer demand for more energy efficient streetlighting, Western Power has committed to introducing the Compact Fluorescent into the entire streetlight range by June 2011.