ENERGYAUSTRALIA - ENERGY CONCESSIONS
Reduce fail rates for customers eager to apply for concessions on their electricity bill
My Account, the internet portal used by EnergyAustralia customers to manage their bills, payments and understand their usage and plans
40% of customers who currently add their concession card via My Account fail the concession verification process. This results per annum in increased calls to the call centre and a rise in postal costs to inform customers of the result.