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Retrieving Data

Sustainability Outlook

At TrustPower we believe that sustainability means building a long term business through relationships with all who we interact with. In order to report on our progress in this regard we report economic, staff, environmental, customer and community related measures.

Our performance this year was comparable with previous years across the five areas we report on although not all targets were achieved.

AREA MEASURE 2010 ACTUAL 2011 ACTUAL 2011 TARGET 2012 TARGET
Economic EBITDAF Growth 5% 0% 8-12% 6-10%
Staff Staff Survey - 74.9 - 76.0
Environmental Resource Consent Breaches 5 9 0 0
Customer1 Customer Satisfaction 94% 94% >90% >95%
Community Stakeholder Consultation Completed Completed Complete detailed stakeholder consultation Complete detailed stakeholder consultation

1Customers rating very good or excellent
A more detailed analysis can be found in pages 26-37

All businesses face risks and challenges. Our key risks and challenges are summarised in the table below.

CATEGORY KEY RISKS / CHALLENGES APPROACH TARGETS PROGRESS
Economic Unable to meet future demand for electricity Shareholder value growth Develop a pipeline of opportunities for new investment Costs benchmarked at below industry average
Maintain strong focus on efficiency of operation New projects all economically viable
Invest in economic growth projects New projects completed on time and to budget
Focus on long term sustainable pricing Prices set at levels so customer base maintained with minimal churn
Environmental Need to minimise environmental impact of generation schemes Work closely with special interest groups and the local community to minimise impact of new generation Zero significant resource consent breaches
Comply with resource consents
Overall impact on carbon emissions Reduce carbon footprint Year on year reduction in carbon emissions per customer
Our people Need to retain and develop a team to deliver ongoing performance Extensive training and development programme 75% of management roles filled by internal promotion
Continuous improvement in staff survey results N/A1
Succession planning and internal promotion Staff survey exceeds international benchmark
Community Relationships with and an understanding of local communities is required to operate effectively Community engagement including sponsorship and community awards Maintain a strong corporate profile in all areas in which we operate and build relationships within those communities
Consultation around resource issues No resource consents turned down due to lack of consultation
Customer Dissatisfied customers prevent sustainable
economic performance
Competitive pricing Net customer churn <2%
Excellent customer service
Information and advice >90% satisfaction in survey

Achieved      ~ Partially achieved     x Not achieved

1A new provider was used to carry out the staff engagement survey this year and, as a consequence of that, the results are not directly comparable.