Distribution businesses annually attest to the Minister for Energy and Resources. The attestation should include specific reference to, but not limited to: Application of best practice communication and engagement approaches before, during and after prolonged power outages including:
a. Inclusive design of customer service systems such as outage trackers and interactive voice response (IVR) systems with regular monitoring, evaluation, and feedback from customers with lived experience of vulnerability.
b. Capacity of customer service systems to meet surge demand and back-up continuity plans if these services fail.
c. Capability to provide on-the-ground support to communities during emergencies.
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Recommendation 2.2
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