Response to Aboriginal &Torres Strait Islander Communities

1. Response to Aboriginal &Torres Strait Islander Communities • Financial Ombudsman Service National Conference • 2, 3 June 2011

2. Regions supplied by Ergon Energy Ergon Energy supplies electricity to customers from St George to Torres Strait Our areas divided into: Northern: Far North, North Qld Central: Rockhampton, Mackay Southern: Wide Bay, South West

3. Ergon Energy’s Context • Regional Electricity company – Distributor & Retailer • Government owned corporation – non competitive • Over 4,000 employees & 200 contractors • Hierarchical structure; technical engineering approach • 6 predecessor Electricity Boards • Highly regulated industry • Essential service, but invisible product unless unavailable • Heavily subsidised energy prices, but cost increasing • Alternative energy products being developed

4. Queensland’s Context Highest disadvantage has been identified in Regional Queensland. The graph shows highest ranked communities all of which have a predominance of Aboriginal or Torres Strait Islander populations. IRSD = Index of Relative Social-Economic Disadvantage Indicates a number of factors to identify the most vulnerable in our communities: Income threshold (below poverty line) Unemployment levels Educational levels Household type (single parent, welfare dependent) Families (number of dependents) Older people (> 65 years) People from non English speaking background People with severe to profound disabilities Housing (high rentals, mortgage stress) Private dwellings without a motor vehicle Health incl. prematuremortality by cause Extract from “A Scan of Disadvantage in Queensland 2010” by Fiona Carniglia & Pam Bourke

5. Complaint Framework • Compliant with ISO10002 Complaint Guideline • Record and track complaints • Front line – first contact resolution with customers • Referral to Manager with direct line responsibility based on type & location • Higher level escalation to Case Managers, Customer Response & Improvement Team • Office of Customer Advocate – last escalation point • Dispute Resolution specialist – escalated to tribunal External Consumer Protection Mechanisms • Internal improvement mechanism

6. The Engagement Problem Community engagement is passive But for A&TSI Communities: Complaining to authority is unacceptable Being socially devalued discourages trust So we can’t wait for them to complain

7. Our Response • Aboriginal &Torres Strait Islander engagement strategy • A&TSI Liaison Officers have a relationship to community • External partnerships that support & provide direct advocacy to communities • Building trust through developing relationship • Investigating appropriate channels for communication • Delivery of services applicable to their values & needs • Broader context is needed to understand their measure of success or failure

8. Engagement Response

9. Group Task Storytelling Activity • Think of a recent & significant interaction with an indigenous person that you can recall: • What happened? • How was the experience for you? • How did the indigenous person respond? How did they feel? (best guess) • How successful was the interaction? Why? • Review at your table: • Common themes or issues • What worked or didn’t work • Collective learning’s that were identified • Personal limitations or constraints experienced • Report back to whole room

10. Key Areas for Consideration • Flexibility & responsiveness–v–Compliance to a process • Engagement channel appropriate to community values • One size does not fit all • Passive –v– proactive approach • Level of service does not met a minimum standard • Loss of brand and loyalty through word of mouth • Loss of confidence in the marketplace • Understanding customer – many & varied sub segments • Costs, escalated –v– front line: get it right the first time • Key performance indicators should not be competing • Identifying & measuring the benefits for your business & customers

11. QUESTIONS? My Contact Details: Mobile 0418 980 979 Landline 07 3228 7930 helen.poropat@ergon.com.au