New Customer Solutions Branch

What is Happening?

Essential Energy has recently brought together our Contestable Design and Distribution Connections Planning teams under our Contestable Network Solutions Manager.

What are the benefits?

This will improve customer experience and reduce assessment timeframes through:

1. A dedicated manager for distribution connections, who will support teams, streamline processes, and proactively promote great customer service
2. A single point of contact for managing distribution-related design phase escalations
3. Faster network planning decisions, based on current and short-term state of the network.

Escalation process

If you have a complaint or enquiry, please follow the Contestable Work’s escalation process.

1. Contact the Design and Certification Officer with the initial request to escalate an issue
2. The Design and Certification Officers will instruct the Team Leader to call you.
3. If the Team Leader cannot resolve the issue, Glenn Leman will make a call.
4. If Glenn needs to escalate, he will brief Paul Thompson.
5. Paul Thompson will call to discuss the issue and aim to resolve it.
6. If you remain dissatisfied, David Shepherd (Group Head Network Investment and Maintenance) will make a final determination.

What do you need to do?

1. Review the above and ensure you update your contacts in email and phone.
2. Communicate this information to relevant members of your organisation.
3. View this communication via Essential Engagement.

Further Information

If you need further information, please email aspinfo@essentialenergy.com.au