Customers are at the heart of everything we do.
You expect us to provide electricity safely, reliably and in a cost effective manner, but we hear that your needs are evolving as you start to use solar and storage at your homes and businesses. You’ve asked for more support from use as you consider these investments. You want to maximise your investments in distributed energy and expect to participate in the network whether it is through community energy projects, investments in solar, or participation in demand management programs.
That’s why stakeholder engagement is considered in everything we do. From day-to-day operations, network planning, customer service and the way we meet our regulatory requirements.
In 2017, we developed a Stakeholder Engagement Framework to guide how we work with our stakeholders, from customers to regulators. This framework provides our internal teams with tools for engagement in different areas of interest that can and will have a meaningful impact to our business, like regulatory reset, tariff reform, major projects and bushfire mitigation.
Importantly, the Framework guides how we seek and consider feedback by way of process and as part of our social responsibility; particularly with regard to our regulatory reset process.
Every five years our business submits a proposal for how we will charge for electricity based on our expected costs and the needs of our customers. We’ve dubbed this reset “Energised 2021–2026” and it’s a statement of our approach to planning for this five year period.