Customer engagement

In today’s rapidly changing energy market there has never been a more critical time for us to understand and respond to our customers’ wants and needs. This will allow us to anticipate and respond to customers’ changing preferences, support customer choices and provide better solutions.

We have been talking to our customers and stakeholders about the development of our regulatory proposal Energised 2021-2026 since 2017. Since then, we’ve had nearly 5,000 interactions with CitiPower customers and stakeholders.

We took a progressive approach to engagement to get to where we are now. That’s so every step of the way we could make decisions based on what we were hearing, as well as identify any changes in customers’ priorities, policy or social trends.

Take a look at the process we’ve been taking.

Our engagement process

Our progress on engagement

Energised 2021-2026 is in its final phase where we are collecting feedback on our draft proposals and refining our plans to submit to the regulator. This has meant targeted engagements with customers and stakeholders that dive deeper into our business cases, and scrutinise options for topics like pricing, solar and technology.

Here’s what we’ve heard

Our CitiPower customers – residential, small business, medium business, commercial and industrial – have told us what is most important our their electricity supply. Their priorities can be summarised as wanting a resilient supply of electricity that is affordable and provides flexibility for customers to participate in a way that suits them.

While this statement seems like a given, it means a lot more to us because of the detail that sits beneath it. Each priority has been analysed and cross-checked to understand the nuances and the trade-offs that customers will make.

We have detailed reports to demonstrate how deep we went with engagement. These can be found under each phase (below). However, to save you time, we’ve collated everything in an insights report for Energised 2021-2026.

CitiPower Customer Insights Report 2017-2019

Phase 4 of engagement

CitiPower residential customer insights
A report summarising research outcomes from a survey of residential customers.

CitiPower small and medium business customer insights
A report summarising research outcomes from a survey of small and medium business customers.

CitiPower commercial and industrial customer insights
A report summarising research outcomes from a survey of commercial and industrial customers.

Community pop ups
A report summarising what we heard from community when we popped up in local shopping centres and events.

CitiPower Open House
A report summarising our engagement with local government delegates, alliance representatives and community energy groups.

Future Networks Forum
A report summarising research our early engagement with stakeholders about solar and demand response.

Phase 3 of engagement

CitiPower Phase 3 summary report
A report summarising our engagement approach during Phase 3 as well as key results and customer feedback.

Phase 2 of engagement

Investment Options deliberative forums with residential and business customers September 2018
A summary of deliberative forums with residential and small and medium business customers about what options they consider viable in delivering the services they prefer and with regard to network tariffs

Interviews with C&I customers and industry groups
A summary of in-depth interviews with large commercial and industrial (C&I) customers and industry group representatives, on what they value most and what services they would most like to receive

Residential and small-medium business deliberative forums June 2018
A summary of deliberative forums with residential and small and medium business customers about what they value most and what services they would most like to receive

Engagement with community opinion leaders June 2018
A summary of engagement with community opinion leaders about what they value most, their plans for the future and what services they would most like to receive

CitiPower Residential Survey July 2018
A summary of survey results of residential customers on what they value most in electricity and what services they would most like to receive

CitiPower Business Survey July 2018
A summary of survey results of small and medium business customers on what they value most in electricity and what services they would most like to receive

Phase 1 of engagement

Let’s Start Talking Electricity – Network Energy Future Forum 2017
A summary of what we heard about what the biggest influences will be on the future of our network development

Customer Insights 2017
A summary of our customers and their values, behaviours and views about electricity supply

CitiPower Residential Customer Insights 2017
A summary of CitiPower residential customers’ values, behaviours and views about electricity

CitiPower Business Customer Insights 2017
A summary of CitiPower business customers’ values, behaviours and views about electricity

Regulatory Reset 2021-2025 Stakeholder Engagement Plan
Our plan for how we’ll engage with you in preparing our 2021-2025 Regulatory Proposal