22 November 2024

Te Aponga Uira extends a huge meitaki to the 1366 customers who took time to complete our recent communications survey. We want to share the results, and our plans to address the findings.

The survey, which ran for nine weeks over July and August, asked customers what channels and topics they wanted to hear from TAU through and about, as well as questions about the potential introduction of an online payment portal and the possible location of EV chargers around the island.

The findings, and what we are going to do with them

Overwhelmingly, you told us you want us to use email more, alongside Facebook and our website. In response, we will introduce using email communications as part of our communications. This might look like a regular newsletter, or news updates added to your monthly power bill.

We will continue to use Facebook and our website as our main source communications channels, as well as newspaper, radio and TV where appropriate.

We will also explore the cost and logistics of using a text service for topics like planned outages, and unplanned outages when we expect the length of downtime to be more than one hour. And we’re looking into using village and church notices and leaders to share news of topics such as upcoming planned outages, and what to do when experiencing a fault, particularly to reach our elderly and vulnerable customers.

Regarding topics, you told us you want to hear about a variety of things, including:

• How to be more energy efficient at home
• Understanding your bill, and how estimated invoicing works
• Renewable energy, how it works, and how domestic customers can be part of TAU’s journey
• TAU’s team, business strategy, performance, and job opportunities
• How to report faults and how to keep safe in a power outage

Some of you wanted to know information on how to get a new build connected, what services TAU provides, how Rarotonga’s electricity system works, and about TAU’s plans for electric vehicle charging.

In response, look out for communications in coming months that share how to be energy efficient at work by understanding what appliances cost to run; information about what goes into your bill and how to understand your invoice; and updates on TAU’s renewable electricity journey.

We will also be updating our website with information about how to get a new electricity connection; doing more to publicise our 24/7 fault line (25257); detail on fees and charges; and our updated customer service guarantee and complaints policy.

We also asked a question about the use of online payment portals and the location of EV chargers around Rarotonga, and will use the responses to inform our strategies for these two projects.

“I thank all those who took the time to share their thoughts with us. Knowing what topics our customers are interested in, and how they want to hear from us, is central to delivering what you our customers expect and deserve.”, said TAU Chief Executive Officer, Lesley Katoa. “Te Aponga Uira’s contribution to Rarotonga is complex and we work hard to communicate our strategy and to explain information our customers need, in a variety of ways. We will focus on delivering communications that take our customers on the journey with us, as we work to achieve our vision: to empower the community through innovative and sustainable energy solutions.”

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