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 2021–2025 regulatory proposal ‘Energised 2021-2025’ since 2017. We have spoken to almost 5,000 people across the three networks in the process.

Below you can find summary reports from our customer engagement to date.

Our progress on engagement

Energised 2021-2025 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.

So far we’ve reached our to customers across our networks in forums and round-tables. Of particular note, are forums we held in Warrnambool where customers and stakeholders asked us to provide more information about our draft proposals and respond to their questions. We’ve done so in Q&A documents below:

  • Warrnambool customer forum Q&A
  • Ballarat customer forum Q&A

We’re continuing our consultative efforts in the coming months with vulnerable customer, small business and residential engagements. We’re also bringing back together our Customer Advisory Panel in a meeting at the end of April. The outcomes of which, will be updated here on Talking Electricity.

Feedback from our past engagements

In September 2018 we conducted our final step in Phase 3 of our stakeholder engagement on the regulatory reset, known as Energised 2021-2025. Phase 3 included substantive engagement across a variety of customers and stakeholders, namely:

  • network wide surveys of residential and business customers
  • in-depth interviews with large commercial and industrial customers
  • workshops with community opinion leaders
  • deliberative forums with residential and small and medium business customers on what they value in their electricity supply
  • deliberative forums with residential and small  and medium business customers on their preferred investment options and tariffs.

You can read the summary of Phase 3 engagement, including a summary report for each part of the engagement.

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

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

Powercor Residential Survey 2018 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

Powercor Business Survey 2018 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

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

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

Powercor Business Customer Insights 2017
A summary of Powercor 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