gas and electricity supply
 

WE LISTEN TO OUR CUSTOMERS SO WE CAN MEET THEIR EXPECTATIONS

EstEnergy is focussed on continuously improving service quality and caring for the environment and the community.

Listening to our customers is essential to satisfying our various customer groups. To achieve this we provide multiple contact methods (telephone, counter service, e-mail, on-line counter service, fax, letter, dedicated account managers) to provide the right solution to the right customer with the best staff. 

Our relationships with customers are based on honesty, fairness and transparency. This enables us to build relationships based on trust and the guarantee of reliable information, and gives us a real edge over our competitors.

TRAINED CUSTOMER SERVICE STAFF

Regardless of how you choose to contact us our staff have been fully trained in the full range of our services and are able to handle any request, e.g.:
• Information
• Contracts/cancellations of supply
• Billing issues
• Technical issues and quotes
• Complaints
• Payment queries and refunds

CONTACT US

Telephone enquiries, which 90% of our customers prefer, may be made to our toll-free number  800 046 200, Monday to Friday from 8.00 am to  5.00 pm. Staff are always available  to take your call during office hours while our automated phone system operates on a 24 hour basis to receive customer meter readings and payment delay notices. Our customer meter reading system is used by about 230 customers daily. This number is expected to grow given the benefits of receiving bills based on actual readings as often as every two months or by doing your own reading and notifying us in advance after following the detailed  instructions on the bill itself (before the next bill is issued) or if the reader has to skip your meter because you are out.

Dedicated account managers help business and public sector customers review their energy product and environmental management requirements, providing the advice requested.
Our aim is to satisfy all customer needs as part of our customized global service, using the right special resources to handle the more technical requirements.

Our primary aim is to ensure high quality service and total customer satisfaction. This is one of our major strengths and sets us apart from our competitors both in terms of building customer loyalty and attracting new customers who may be dissatisfied with the level of care they receive from some of our competitors.

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