Customer Service and Communications
We will focus on creating strong customer relationships and a recognised brand. Understanding customer segments will be the key to developing a comprehensive strategy. The development of our brand and the protection of our corporate image and reputation in the community is a strategic business focus. These will be achieved through a range of communications activities designed to establish mutually beneficial between southern Water, the community, our customers and our stakeholders.
These include:
- implementation of our Customer Assistance Program which is operated in conjunction with the Salvation Army to help customers facing financial difficulties in paying their water and wastewater accounts;
- implementation of a Customer Consultative Group program involving a range of business, professional, environmental and community organisations to test policies prior to their release to ensure they address the concerns of specific interest groups and the broader community;
- operation of our Sponsorship Program to provide support to targeted organisations that meet our guidelines;
- ongoing investment in community relations programs associated with construction projects to ensure the local community understands and has the opportunity to provide feedback on the proposed work; and
- promotion of the Southern Water brand via the media.
The website and other multi-media tools will be increasingly important in enhancing the efficiency and effectiveness of our communications with customers. A particular focus will be on the use of technology that enables online payment services, lodgement of developer, building and plumbing applications; notifications of service interruptions; distribution of newsletters and other customer service activities such as property information requests, special meter readings and house drainage plans.