We know some customers haven’t had the experience they deserve since our billing system upgrade. We're making steady progress and continuing to take action to put things right.
This includes:
making it easier to get in touch with extended contact centre hours with shorter wait times or the option to get a callback
holding customer care days across our region to spend face-to-face time helping those who need it most
supporting an independent review to understand what went wrong and what lessons we can learn and share from this.
Behind the scenes, our teams are working hard to improve how the system performs day to day. It's complex work but we're making real progress and staying focused on delivering the service you expect.
To help strengthen how we coordinate and deliver improvements, we've added dedicated leadership to guide this important program of work. This supports the progress already underway and will help us stay focused on delivering the improvements that matter most to our customers.
There's more to do, and we're committed to doing it with care, urgency and respect. Thank you for your continued patience as we keep working to deliver a better experience for you.
