This week marked the start of a program co-designed to understand and engage customers in AusNet’s Electricity Distribution Price Review (EDPR 2026-31). The EDPR is a process undertaken every 5 years, and overseen by the Australian Energy Regulator, that determines the services we will deliver and the prices we charge customers for our network services.

This planning process began with a meeting of 9 electricity distribution customers and customer representatives and their Chair, who together form the new Stakeholder Reference Group (SRG).

While members come from a variety of backgrounds, they share a keen interest in energy and a desire to advocate for customers’ interests and help shape the delivery of electricity to Victorian households and businesses.

In welcoming SRG members, AusNet CEO Tony Narvaez conveyed the business’ support for their work and the broader engagement program, including the open and honest conversations, and challenges and opportunities for AusNet to learn through this process.

During the next 18 – 24 months SRG members will work alongside 5 sub-panels who will engage in-depth on topics and issues including those related to:

• electricity availability, including both reliability and resilience to extreme weather events
• designing the network of the future
• tariffs and pricing structures
• defining fit-for-purpose customer experience and setting customer service standards, and
• AusNet’s network and performance in comparison to its peers.

Panel members represent customers from across AusNet’s base, including metro, regional and rural areas, residential, business and industrial customers. SRG and sub-panel members include many new faces, but a few familiar faces as well, who together bring a great mix of deep knowledge and continuity and new ideas and challenge to the process. Among the familiar faces is Chair Tony Robinson, who led AusNet’s Customer Forum in the EDPR 2021-25 as part of the landmark ‘New Reg’ trial.

The sub-panels and SRG will be informed and supported by an extensive program of customer research, to ensure our engagement approach delivers a broad, deep, credible understanding of our customers’ needs, circumstances, perspectives and interests. Actively working with AusNet to design this program of research and further engagement is central to their remit.

While the energy market continues to change, we look forward to working with our SRG and sub-panel members to gain a better understanding of our customers, and ensure our plans are reflective of their needs and deliver on them through the energy transition.

Meetings for all sub-panels will begin in the coming weeks, followed by opportunities for customers to share their insights on topics such as electricity availability, future energy technologies and networks, and the experience of electricity distribution customers on our network. Those keen to share their thoughts and insights now can also do so via this form or ‘follow’ the project for updates.