We recently asked our customers what you value, and what expectations we should be aiming to meet. You provided us with some valuable insights into the service levels that you expect. You told us that you want to be able to hold us to account.
We listened. And we’re taking action.
To demonstrate our commitment to our customers we've introduced guarantees for the services you said were important. If we fail to meet one of our guarantees, we’ll be penalised. Depending on the guarantee, a failure on our part will lead to us providing a credit or making a payment to the affected customers, or making a donation to a fund administered by our Community Consultative Committee.
While these guarantees don’t cover every element of our service, we have developed at least one guarantee for each customer value so that you can hold us accountable.