Understanding customers’ needs has always been an important factor in the development of AusNet’s plans. Putting customers at the centre of our business requires us to continuously reflect on the evolving needs and expectations of those we serve. In “bringing the energy”, we understand that our customers expect us to deliver energy reliably and safely, but to also do so in ways that supports their individual needs, aspirations and future plans. 

AusNet has maintained a Customer Consultative Committee (the CCC) for eight years, continuously adapting to meet the changing needs of our customers and the evolving energy landscape.

The CCC’s members include customer representatives and AusNet senior leaders. While working alongside relevant AusNet staff, the Committee will remain independent of AusNet’s business structure.

This may include but not be limited to:

• Engaging on AusNet’s performance and progress against commitments made via Electricity Distribution Price Reviews, Gas Access Arrangement Reviews and Transmission Revenue Resets

• Supporting AusNet’s annual The Energy Charter Accountability review, which informs the development of our annual Disclosure and Feedback Summary

• Being a formal escalation point if/as needed for various other AusNet forums

• Engaging in conversations on customer experience improvements, the design of new services and/or approaches and/or prioritisation of activities

• Engaging in conversations on customer experience improvements, the design of new services and/or approaches and/or prioritisation of activities

• Engaging with customer feedback and challenging AusNet to “do more” to put customers and communities at the centre of its business

• Engaging with feedback provided by customers and stakeholders for the CCC’s consideration

• Occasionally reviewing documents and providing written feedback between regular CCC meetings

• [Optional] Participating in occasional community events to hear customers’ feedback first-hand

• Engaging on other topics of importance to customers and/or AusNet if/as required or desirable, including:
  • Topics raised by Committee members

• Reviewing grant applications

• Engaging on various policy positions

The key qualities and skills required for individuals to be effective members of the CCC are as follows:

Essential

• CCC members should be able and willing to represent customer views, or a cohort of customers such as metropolitan, regional or remote communities, businesses, people experiencing vulnerability, First Nations communities and/or others.

• Ability and willingness engage with AusNet and other CCC members constructively, openly and honestly

• Ability and willingness to engage on complex topics, including where there are trade-offs to be made

• Ability and willingness to share insights and perspectives, even when not all details are available, contributing to informed and collaborative decision-making

• Ability and willingness to uphold and respect the confidentiality of all sensitive information discussed

• Stay informed about energy issues that impact the customers or specific cohorts they represent, drawing on insights from their day-to-day professional or community interactions rather than relying solely on AusNet for information. By proactively gathering knowledge from various sources, members can contribute to more informed and dynamic discussions, helping to enrich the Committee’s work
• An interest in energy and improving energy outcomes for AusNet customers
• Capacity to attend meetings within standard office hours, and variously online and face-to-face. Face-to-face meetings will typically take place at AusNet’s Melbourne CBD office but may be held in other locations in Victoria on occasion.

Desirable

• Being Victorian-based and a customer of AusNet’s electricity or gas distribution business is highly desirable
• Experience participating in similar committees advocating for customers’ interests is advantageous
• Experience in various areas useful to the panel, including customer advocacy, community engagement, communications, service design, energy planning and others is advantageous
• Existing knowledge of and experience engaging with AusNet is desirable to help contribute to more informed discussions and challenge.

The CCC will meet approximately six times per year, with each meeting either a half or full day. CCC meetings will be a combination of in-person and online meetings on weekdays.

Every third meeting will serve as a half-yearly review, which may include additional customer and stakeholder representatives and agenda items at the discretion of the AusNet.

From time to time, CCC members may be asked to attend additional meetings on urgent priorities, or provide feedback on specific items outside of the regular meeting schedule.