Customer Workshop Q&A
Where will the workshops be held?
Workshops will be held in-person in Morwell, Wangaratta, Epping and online. You can choose which workshop works best for you.
Is AusNet leading the workshops?
AusNet is working in partnership with professional facilitators SenateSHJ to deliver the workshops.
How many workshops are there?
In each location (or online), there will be 4 or 5 workshops over twelve months (i.e. 20-25, but each attendee will attend 4 – 5)
Do I have to participate in all workshops, or just some?
Interested customers will be expected to participate in all 4 – 5 workshops. That said, we know it’s hard to plan 12 months out, so if for some reason you can’t make a workshop we can discuss that with you nearer the time. That said, please only register if you intend to attend all.
When will the workshops be held?
The first workshops will be held in late July or early August. Other rounds are expected to occur as follows:
- October/November 2023
- February/March 2024
- July/August 2024
- Another workshop may be held later in 2024.
Workshops will last about 3 hours each. Workshops will be held at different times of the day or evening.
Do I have to be an AusNet customer?
Yes. You need to be connected to the electricity network (the grid) and live within our electricity distribution area.
You should be the one (or one of the people) who pays the bill in your household or for your small business. If you work for another organisation or business, you should be the person that makes decisions about energy (e.g. choosing appliances, managing bills and consumption) in the business.
What will we be talking about?
We want to hear from you about issues, ideas and concerns related to electricity distribution on our network. We’re likely to discuss some of the following broad topics but we’re open to talking about other energy-related topics with you in a respectful way.
- The transition to net-zero and how we support government objectives and customers interacting with us in new ways (e.g. using more electricity with electric vehicles)
- Future energy networks, including the changing role of the electricity network, to meet customer needs and preferences, as well as new technologies and energy resources including solar and batteries. This topic also covers community energy solutions, such as microgrids and standalone power systems.
- Electricity availability - being able to access electricity through our network when and how you want to, interruptions to electricity delivery and the impacts, and restoring electricity after storms and severe weather.
- Customer experience – includes communicating with customers about outages and disruptions, making sure bills are clear and easy to understand, education and self-service tools, providing courteous and professional service and timely responses, and protecting customer data and privacy.
- Tariffs and pricing – network pricing that reflects customer behaviour and how customers interact with electricity. This includes new tariffs, such as for electric vehicles, community batteries, or solar export.
What accessibility or support are available so I can take part?
When you register please let us know what we can do to support you participating in the workshops.
Will everyone who registers get to take part?
As we want lots of different types of customers to join in, from different parts of our network, we might not be able to choose everyone who registers.
If selected, we will let you know and provide you more information in the coming weeks.
I want to share my views but can’t attend the workshops, what other options are there?
Workshops are just one way we are engaging with customers. If you can’t attend a workshop, but would like to provide feedback or speak with us about our EDPR you can:
- Email us at engagement@ausnetservices.com.au
- OR write to us by post at:
AusNet EDPR 2026-31 Engagement Team
Locked Bag 14051
Melbourne City Mail Centre
Melbourne VIC 8001
