Unfortunately, on Monday, November 19 Mr Broughton was unable to access the information he required.
In response, we are reviewing our call pick up performance for quality and call clearance and have taken his suggestions back to our call centre provider for consideration.
Regarding the Outage Centre website and Outage Centre Mobile App, both tools provide information on the expected duration for a fault. However, we need accurate information from the field and other sources before we can publish outage details including estimated restoration times.
To get accurate information about outages affecting their property or properties, customers are asked to provide their ICP number — this is the identifier for their individual power meter/s. It can take time to provide all the personal information including the ICP number, but it is necessary.
We have checked to see if there were any issues with the Top Energy Outage App on Monday and it was working fine.
We always welcome feedback on our customer services and how these can be improved.
PHILIPPA WHITE
Top Energy Spokeswoman