Reporting on our customer commitments

Our customers are at the heart of everything we do, and we strive to understand and meet their needs. We aim to create a seamless customer experience, build trust and do what’s right for our local communities. We involve customers in our future planning processes and in the delivery of new initiatives so that we can improve customer experiences.

During our Electricity Distribution Price Review (EDPR) 2021-26 we co-designed customer commitments with our Customer Forum – a group convened to represent our customers’ interests as we developed our network plans. The commitments are a formal part of our regulatory arrangements out to 2026, and we take them very seriously.

AusNet reports against these commitments annually via the Committed to Customers report. From 2024, the Committed to Customers report is published as an addendum to our Energy Charter Disclosure report. The addendum outlines the relationship between our commitments to customers and the Energy Charter principles, how our commitments have been addressed our Energy Charter Disclosure, and reporting on sub-commitments we have made that are not included in the Disclosure.

The commitments and reporting requirements are designed to keep us accountable for continuously improving outcomes for our customers.

Our Committed to Customers report sets out our progress against these six commitments over the 12-months to 30 June each year.


Our customer commitments

Our six customer experience commitments are:

  • Commitment 1: Building our understanding of customers’ needs and expectations
  • Commitment 2: Establishing clearer accountability for customers
  • Commitment 3: Aligning our incentives with customer outcomes
  • Commitment 4: Fixing customer pain points and improving the customer experience
  • Commitment 5: Collaborating with the community and taking care of customers in vulnerable circumstances, and
  • Commitment 6: Making our organisation easier to deal with. 


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