Aurora Energy has launched the latest in a series of customer-focussed improvements, with the introduction of a new contact centre provider to help customers find information after hours and at weekends.

The organisation has been subject to public scrutiny in the past and has embarked on a campaign to improve customer relations. 

Aurora Energy General Manager Customer and Engagement Sian Sutton says the lines company has contracted a large New Zealand-based contact centre Telnet, whose electricity-sector clients include Vector, Wellington Electricity and Unison.

“Our customers want easy access to up-to-date information in a power cut,” Sian says. 

“With our new provider Telnet, we can update our website with information about power cuts overnight and during weekends. 

“Our website has information about power cuts and planned outages on our network including when power is expected to be restored. 

“We recently revamped our website homepage, making outage information easier to find.

“As always, our customers can call us anytime on 0800 22 00 05 to report a safety concern or power cut.  

“We wanted to reduce the risk of customers being unable to get through to us when there is a widespread power cut. 

“Having information on our website and a larger contact centre to take calls will help manage surges in call volumes during a major event, drawing on Telnet’s expertise in full contact centre services and in the electricity sector. 

“We’re delighted to have them on board,” she says. 

Aurora Energy has partnered with Telnet Services to improve customer service. 

Telnet Services founder and CEO John Chetwynd says his company is pleased to assist Aurora Energy to enhance service experience for customers. 

Telnet has provided fault and critical emergency management services to New Zealand network companies since 1999, handling on average more than 400,000 interactions per year for utility clients. 

“Telnet has a base of just over 100 staff, although it has the ability to expand significantly to manage the demands of its utility and Government client-base. 

“While its head office is in Auckland, around 70% of Telnet staff operate from home around New Zealand,” he says.

Sian added that using an operator based outside Aurora Energy’s region also adds greater resilience, with less chance of a single major weather event, for example, affecting both the Aurora Energy network and Telnet services at the same time. 

The contact centre is also well-equipped to handle greater volumes of callers in an emergency.

“The needs of our customers are uppermost in our minds," Sian says.

“This is one of a range of measures to improve their experiences – measures that have also included careful planning of outages needed for maintenance or network upgrades to minimise disruption. 

“The recent use of community facilities in Harwood, Portobello and Roxburgh are examples where Aurora Energy has provided support and public facilities during planned power outages over multiple days,” she says.

“There will still be occasions when unplanned power outages affect customers with very little notice, and we remain enormously grateful for the resilience of people, particularly in more remote rural areas, when this happens. 

“Through the investment we are making, we are committed to providing a safer, improved, and more reliable network, and ensuring customers understand the value we are delivering through improved and more regular communication.”

Aurora Energy welcomes community feedback on its performance via its 0800 number or through email at [email protected]

Click here to read the latest newsletter showcasing the work Aurora Energy is doing to improve and upgrade its network.

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