- Horizon Power joins 18 energy companies across Australia to commit to delivering better outcomes for customers
Regional and remote electricity customers will have more insight into what the State Government owned-regional energy provider, Horizon Power, is doing to improve energy affordability and the overall customer experience.
Horizon Power is the first Western Australian energy company to join The Energy Charter, a world-first, whole-of-industry initiative focused on embedding customer-centric culture in Australian energy businesses.
Horizon Power Chief Executive Officer Stephanie Unwin is a member of the Charter’s national CEO panel, and Horizon Power is represented on the national working group.
Ms Unwin said committing to the Energy Charter demonstrates a tangible commitment to improving customer outcomes and reflects what has been embedded and is being driven by Horizon Power’s corporate strategy.
“The Charter aligns with our own corporate principles to put our communities first, and for customers to be at the centre of every operational decision we make.”
“Our continued customer focus will ensure we provide our customers with energy solutions that meet their needs, improve the overall customer experience, and evolve our business to remain relevant to customers into the future,” Ms Unwin said.
“We are already leading the way with some customer initiatives that are helping customers to meet their goal of better managing their energy use, such as our Horizon Power App.”
The Charter, which currently has 18 signatories, was set up to improve accountability, transparency and to grow trust between customers and the Australian energy industry.
Under the Charter rules, each signatory submits an annual disclosure report to an independent Accountability Panel to show how it is progressing towards meeting the five Charter Principles.
The five principles that signatories are required to report against relate to; what the business offers customers, how it is improving energy affordability, how it is providing energy safely and reliably, how it will improve the customer experience and how it will support customers facing vulnerable circumstances.
This report is released publically each November, and feedback is then invited from consumer advocates and other customer representatives via an independent group chaired by Energy Consumers Australia.
Since it was established in January this year, the Charter has been adopted by 18 major energy organisations from across the energy supply chain which service more than 10 million Australian energy customers.
“The Energy Charter industry vision is ‘Together, deliver energy for a better Australia’, and we look forward to participating in discussion and open disclosure to enable our industry to share ideas, and learn from each other for the benefit of our customers, and the wider community,” Ms Unwin said.