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Ergon Energy retail team helping customers in central Queensland

Published: 25 Feb 2015 11:44am

The Ergon Energy Retail Customer Solutions Team is working around-the-clock on the phones to help customers affected by Cyclone Marcia, with almost 16,000 calls into the faults phone line from cyclone affected areas since Friday afternoon.

Ergon Energy Retail Executive General Manager Roslyn Baker said that while the Distribution arm of the business had crews on-the-ground (more than 800 people) assessing damage and working hard to re-connect people's power, the Retail arm of the business was busy on the phones attending to customers' calls.

"We have two call centres - Rockhampton and Townsville - and while we had to shut down the Rockhampton office for safety reasons on Friday, it was quickly re-opened on Saturday. We also had a number of our Rockhampton employees fly to Townsville on Thursday in the event the office became inaccessible," Ms Baker said.  

"This is a true demonstration of the spirit of our people and the commitment they have to our customers even when they themselves were faced with potential impacts to their homes.

"We had teams working over the weekend to respond to the calls coming through from the cyclone affected areas and our team spoke to more than 2,700 people in the cyclone affected areas in that time. Our telephone system recognises customers calling from cyclone affected areas and they are answered as a priority.

"We urge people to hold off on calling us at this point of time if they are outside the cyclone affected area and their enquiry is not urgent.

"We do ask people to please be patient as our teams are working hard to help customers in their time of need and some of them are actually from the impacted areas so have also been through a distressing event."  

Ms Baker said it was now all hands on deck as call volumes were expected to increase as restoration of the phone network starts to take place in the Rockhampton /Yeppoon area. 

"To cope with the anticipated number of enquiries, we have 150 employees in Rockhampton and Townsville rostered to work on the phones this week," said Ms Baker.

Visit www.ergon.com.au for the latest updates, or to report a power line down in your area contact 13 22 96.

Media Contact: Isabel Bryce
Phone: 0439 971 765

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