Home' EnergyAustralia Sustainability Report : EnergyAustralia Market Sustainability Report 2013 Contents Page | 96
Below are details of the defnitions of commonly
used terms and measurement of data represented in
the graphs, charts and commentary of the Report.
Absenteeism rate -- refers to the proportion of
total number of missed days over the calendar
year divided by the total number of workforce days
worked for the same period, where missed days
includes those days lost by employees because
of an incapacity of any kind (but excludes annual,
compassionate and maternity / paternity leave).
Average Handling Time (AHT) -- refers to
average time taken to handle a customer call.
Data is collected from Centrepoint (call reporting
portal) by call type as a total. AHT is calculated
using the sum of talk time plus hold time plus
after call work divided by calls handled.
Calls Handled -- refers to calls answered
by an EnergyAustralia Call Centre
consultant but excludes calls handled by
the Interactive Voice Recording system.
Calls Offered -- refers to all calls made to an
EnergyAustralia Call Centre as well as those calls
diverted to the Interactive Voice Recording system.
Community Investment -- refers to the calculation
of direct fnancial support of community groups
and programs through sponsorship and donations,
as well as indirect support to help promote and
raise awareness of these community organisations
(including commitments) through promotion.
Contractors -- refers to companies that are
joint venture or are key business partners that
provide a service with their own workforce.
For safety purposes these contractors need to
adhere to EnergyAustralia safety standards and
practices while operating on our premises.
Customer complaints -- refers to an expression of
dissatisfaction made to us, relating to our products
and/or services, or our complaints-handling
process itself, where a response or resolution is
explicitly or implicitly expected by the customer. A
complaint can be made in person, by telephone or
in writing. We exclude customer service calls that
are escalated from a customer service consultant
to a supervisor / team leader. Data includes
complaints to both EnergyAustralia and Ausgrid.
EBITDAF -- refers to earnings before interest,
tax, depreciation and fair value movement.
Economic value retained -- represents our
economic value generated less economic value
distributed as defned by Economic Performance
Indicator EC1 in the GRI Sustainability
Reporting Guidelines (Version 3.1).
Emissions intensity -- refer to an indexed measure
of the change in emissions per unit of electricity
produced (MWh) compared to a baseline intensity.
This is aligned to the defnition of Scope 1 emissions
under the National Greenhouse and Energy
Reporting (NGER) regime. The calculation is based
on the energy generation assets we own (Yallourn,
Tallawarra and Hallett) as well as the Ecogen and
Delta West agreements that give us the rights to
manage the trading of the electricity output of four
power stations in the National Electricity Market.
We also include the output of three wind farms,
being Cathedral Rocks, Waterloo and Wattle Point,
which we either own or have power purchasing
agreements for the off-take of generation.
Energy hardship -- refers to customers who are
willing to meet their fnancial obligations but do
not have the fnancial capacity to do so. When
customers have diffculty meeting the cost of their
energy use on an ongoing basis, they may require
targeted and sustained solutions to manage the
underlying causes of their fnancial diffculties.
Full-time equivalent employees (FTEs) -- refers to
a measure of the size of EnergyAustralia's workforce
that takes account of part time employees. Full time
employees are given a value of one. The value for
part time employees is based on their regular hours
as a proportion of full time hours. The measure
includes all permanent full and part-time employees
as well as those on permanent fxed contract period.
GJ -- refers to gigajoules, a metric term
used for measuring energy use. One GJ
is equal to one billion (109) joules.
GL -- refers to gigalitres, a metric term
used for measuring volume. One GL
is equal to one billion (109) litres.
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