Recent analysis revealed that ~50% of orders rescheduled multiple times were complex to connect and had unique site-specific requirements. Complex sites are labour-intensive and can often lead to less-than-ideal customer experience or escalations.

Complex sites can influence outcomes in both our simple and complex ordering processes. To optimise the customer experience and set your teams up for success, we need your support in gathering and communicating site-specific requirements upfront.

We’ve taken the guess work out of complex sites and developed site-specific checklists that can serve as a conversational guideline for your sales teams and frontline staff.

We've worked closely with our operational and field teams to understand what makes a site complex and what information would be helpful upfront to provide a smoother customer experience.  

We recognise that no two RSPs operate the same. Therefore, how and when you implement the checklist may vary. However, we're committed to working with you to ensure that the content is useful, user-friendly, and fit for purpose.

If we've overlooked anything or if you have any feedback, please share it with your Customer Engagement team. We will be collecting feedback until 1 June 2025.  

The Complex Site Checklist can be found here.

Contact

If you have any questions or need further information, please contact your Customer Engagement team.