Empowering communities


Emerging products and technology are offering new choices for all customers – residential, commercial and industrial – in how they generate, store, use and sell energy. This has a significant influence on how we plan and manage our network operations.

The rapid increase in the proportion of customers with rooftop solar systems remains the dominant trend as customers seek to lower electricity bills, have greater energy independence and help the environment.

The emerging uptake of new energy efficient appliances, energy storage options, electric vehicles and community-based energy projects, as well as government strategies to promote greater electrification of homes, fleets and industries, are all impacting on the supply and demand for electricity on our networks.

To ensure the opportunities arising from this are fairly and equitably accessible to all customers, we support programs to build the energy literacy of customers, including those who are either financially or culturally vulnerable.

As part of our strategic drive to build a network for the future that enables these customer choices, we are investing in industry leading technology and innovation.

This includes unique community-battery trials, the use of drones for aerial asset inspections, new forms of covered conductors for use in harsh conditions, and Rapid Earth Fault Current Limiters (REFCLs) that form a safety switch for high bushfire risk areas.

We are also investing in technology and data management systems to support our expanding role as Distribution System Operators within the National Electricity Market.

From an operational perspective, our businesses also demonstrate the value of being customer and community minded by respecting the safety and interests of local communities including the First People of our land, and maximising our economic contributions through local procurement, employment and training.

Material issue: enabling customer energy choices. We enable choices in new technologies which help customers to manage their energy and empower them with knowledge to make the most of their investments.

Our commitmentWhat this means for you
We will retain and develop our in-house regional based Australian 24/7 contact centre to provide fast and efficient customer experiences.You will be able to call us at any time, any day of the week and speak to one of our highly trained service agents based here in Victoria.
We will ensure all key campaigns and communications are accessible to culturally and linguistically diverse (CALD) communities and will translate all communications to the top 5 languages other than English in our network region.You will be able to access our key campaigns and communications in the language that you are most comfortable with.
We will connect all customers wishing to install rooftop solar and ensure 85% of all solar customers can export excess energy into the grid 85% of the time.You will be able to reduce your environmental footprint by connecting rooftop solar for self consumption, and we will invest in our network so you can get more out of your investment in solar.



Material issue: electrification and innovation. We invest in innovation that enables greater electrification of our communities and the integration of distributed energy resources in all their forms

MeasureBaseline 2019Target 2026
Value of network and technology
investments in innovation
$4.0m$25.7m (over 5 years)
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