Territory Stories

Annual Report 2021–2022, Power and Water Corporation

Details:

Title

Annual Report 2021–2022, Power and Water Corporation

Other title

Tabled Paper 708

Collection

Tabled Papers for 14th Assembly 2020 -; Tabled Papers; ParliamentNT

Date

2022-11-23

Notes

Made available by the Legislative Assembly of the Northern Territory under Standing Order 240. Where copyright subsists with a third party it remains with the original owner and permission may be required to reuse the material.

Language

English

Subject

Tabled papers

Publisher name

Legislative Assembly of the Northern Territory

Place of publication

Darwin

File type

application/pdf

Use

Copyright

Copyright owner

Legislative Assembly of the Northern Territory

License

https://www.legislation.gov.au/Details/C2019C00042

Parent handle

https://hdl.handle.net/10070/893266

Citation address

https://hdl.handle.net/10070/893267

Page content

Annual Report 2021-2022 37 Customer and Community at the Centre Overall satisfaction with Power and Water services remains quite high, with more than two-thirds (69 per cent) of respondents indicating they are either satisfied (43 per cent) or very satisfied (26 per cent). This is a slight improvement on the mid-year 2021 customer satisfaction rating, where 67 per cent of participants reported they were satisfied. Positively, only a very small proportion are dissatisfied. 5. Customer satisfaction index Reliability improved in FY22 across all categories of customers as the result of our ongoing focus on targeted reliability improvements and an average wet season compared to FY21. 7. System average interruption duration index (SAIDI) Reliability improved in FY22 across all categories of customers as the result of our ongoing focus on targeted reliability improvements and an average wet season compared to FY21. 8. System average interruption frequency index (SAIFI) Target achieved through a continued focus on timely and effective customer engagement and development of standardised processes to facilitate best practice complaints management. This has been supported by implementation of an enhanced customer contact flow to improve the quality of interactions; provision of the right tools to support employees in managing and tracking customer contacts; a focus on proactive internal engagement and capacity building within our customer facing workforce; and delivery of training to support employees in effectively managing vulnerable customer engagements. 6. Complaints resolution 69% 2021-2022 actual 80 2021-22 target 117.8 2021-2022 actual 175.8 2021-22 target 1.8 2021-2022 actual 2.6 2021-22 target 8 2021-2022 actual 10 2021-22 target


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