Customers
People who pay for our services, including; residential customers, innovators and early adopters, solar users, life support and vulnerable customers, small to medium businesses and commercial and industrial enterprises.
Community engagement
Close community engagement helps shape our business decisions and deliver better, and more sustainable, energy solutions for our customers.
Our commitment to the community
Every day, we partner with people and organisations that have an interest in what we do and who are connected to our purpose in some way.
Communities
Those who work or live within our network area, who may be affected by the building, maintenance and operation of our network.
Business partners
Working with us to deliver services for our customers. Includes retailers, new technology providers, Accredited Service Providers and civil and electrical engineering firms.
Stakeholders
Organisations which have an interest in our plans and business outcomes. Our decisions impact them and the people they represent. Regulators, consumer and environmental advocates, governments, investors and employees.
Our long-standing commitment to customers and stakeholders, means that your feedback has shaped our operations for many years.
We view high-quality engagement with customers and stakeholders as a business-as-usual practice. Our stakeholder engagement framework identifies our stakeholders and outlines the principles we use to collaborate with them to deliver a network that reflects the long-term interests of our customers.
Our membership in the Engagement Institute connects us to fellow professionals whose mission is to drive positive change through meaningful engagement to build trust and shape better futures.
We are committed to these eight principles of high-quality engagement:
- Purposeful
- Inclusive
- Timely
- Transparent
- Responsive
- Best practice
- Collaborative
- Measurable
The Energy Charter
We are a founding signatory to The Energy Charter. This is a voluntary, CEO-led, group of energy businesses working together to problem solve and deliver better outcomes for customers.
The five key principles of The Energy Charter are:
- We will put customers at the centre of our business and the energy system
- We will improve energy affordability for customers
- We will provide energy safely, sustainably and reliably
- We will improve the customer experience
- We will support customers facing vulnerable circumstances
Planning for the 2025 to 2029 regulatory period
We have conducted extensive customer and stakeholder engagement and planning, for the services we will deliver and the revenue we are permitted to make, during the 2025-2029 regulatory period.
This process has involved our board, executive and senior leaders committing 2,400 hours of face-to-face engagement, our longest and most comprehensive regulatory engagement program, involving more than 1,800 customers and stakeholders, before lodging our Revenue Proposal with the Australian Energy regulator.
We listened to our customers and, due to cost of living pressures, worked hard to keep our portion of electricity bills stable and affordable.
Dedicated social programs
Our social programs team helps customers to understand their bill and find out where to get extra help with energy bills if it is needed.
Supporting our community
We are proud to be an active member of the communities we serve. We maintain meaningful relationships to help make a positive impact, support our community where it is needed most.
Customer support programs 'Knock to Stay Connected'
We are here to help customers who experience hardship from time to time. This might happen if a loved one dies, if family or job circumstances change, or if you find yourself struggling to pay bills.
This delivers direct, immediate actions to alleviate or provide respite from difficult financial or personal situations. This includes early identification of hardship, concessions awareness and proactive engagement with community services agencies, including the NSW Electricity and Water Ombudsman and Energy Consumers Australia.
Our energy support hub provides information on available support and concessions to help with your energy needs.
Peak customer and stakeholder committee
Our Peak Customer and Stakeholder Committee (PCSC) brings community representatives together with our top leaders, to consider ways we can improve customer services and policies.
These organisations are represented:
- Australian Energy Regulator (observer)
- Country Women’s Association and National Council of Women NSW
- Energy Users Association of Australia
- Energy and Water Ombudsman NSW (observer)
- Ethnic Communities Council
- Greater Blacktown Business Chamber
- Illawarra Shoalhaven Joint Organisation
- Justice and equity centre
- Multicultural NSW
- NSW Business Chamber
- The Customer Advocate
- Urban Development Institute of Australia
- Western Sydney Regional Organisation of Councils
The PCSC meets four times a year and its' work is supported by several customer committees including the Customer Reference group.
Customer Reference Group
The Customer Reference Group (CRG) helps us to design deep and extensive engagement on our services and charges for the next five years, before we seek its assessment by the Australian Energy Regulator.
Our CRG committee is a small subgroup of independent members of the PCSC. You can read more about the work of the CRG in our engagement portal, including their independent reports and minutes of meetings.
