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Why are our consumers important to us?

All Canberrans are consumers of energy, and increasingly many customers are active participants in our energy system. Evoenergy owns and operates the ACT electricity network, and owns the gas networks in the ACT, Queanbeyan, Jerrabomberra, Bungendore and Nowra. Therefore we’re keen to hear from you about what we are doing well, not so well and how we can improve. Feedback from consumers helps Evoenergy to be more responsive and puts us on the front foot when serving our customers. As our industry evolves, engagement with consumers is also really important to help us prepare for the future and respond to challenges and opportunities.

Consumer Engagement Strategy

Evoenergy has a Consumer Engagement Strategy which guides our activities to enhance relationships with consumers and the interest groups that represent them.

Evoenergy has a long-standing commitment to the local community that we serve. We strive to operate on a daily basis with our customers’ interests at heart.

Building on our commitment to providing excellent customer service, this Strategy focuses on ways to better understand consumers and develop proactive initiatives to more effectively engage with them into the future. We understand engagement is about two-way communication and providing an opportunity for us to listen more carefully to our stakeholders.

We have a program of activities that include focus groups, community presentations, meetings with customers groups and the Energy Consumer Reference Council (ECRC). The Consumer Engagement Strategy Roadmap is planned over two stages between 2014 and 2018.

Stage 1 is now complete and a Stage 1 Outcomes report has been prepared. The Stage 2 Engagement strategy continues the consumer engagement roadmap. 

Energy Consumer Reference Council (ECRC)

The Energy Consumer Reference Council (ECRC) is an independent ACT forum providing representatives of the ACT community with an opportunity to provide considered input into operations and long term planning of Evoenergy. The ECRC’s focus is on Evoenergy’s electricity and gas distribution businesses only. The ECRC enables direct feedback from consumer groups to be considered as part of improving Evoenergy’s business performance and providing input to the development of submissions to regulatory reviews.

Learn more about the Energy Consumer Reference Council.
ECRC Q&A
ECRC meeting agendas, minutes and papers

Network Pricing - Consumer Engagement

Evoenergy Electricity Network 2019-24 five-year plan

Every five years, Evoenergy is required to prepare a detailed plan explaining how we will operate and maintain the electricity network to meet the future demand of our customers. This electricity five-year plan is submitted to the Australian Energy Regulator (the Regulator) for review.

We invite interested parties to make submissions on the AER’s draft decision (and our revised proposal once submitted) by 11 January 2019. Submissions should be emailed to: evoenergy2019-24@aer.gov.au

Updates:

Our proposed plan for the 2019/20-2023/24 years was submitted to the Regulator and has been approved for compliance by the AER.

27 September 2018
The AER has now published its draft decision on the electricity distribution determination for Evoenergy, the ACT's electricity distribution network, for the period 1 July 2019 to 30 June 2024.

10 October 2018
The AER hosted a public forum (pre-determination conference) on its draft decision for Evoenergy in Canberra on 10 October 2018. Read the materials from the forum.

7 November 2018
Evoenergy held an ECRC meeting to discuss the AER draft decision and gain feedback on key elements of the draft decision.

Evoenergy’s 2019-24 regulatory proposal includes a program to undertake the installation of distribution substation monitoring devices to manage power quality and supply voltage compliance across Evoenergy’s low voltage network. This program is designed to better manage power quality as network requirements have changed largely driven by increasing penetration levels of embedded generation connections such solar panels providing electricity back into to the Evoenergy distribution network.

Read the outcomes of the workshop and view the presentation.

Remember to let us know what you think by emailing consumerfeedback@evoenergy.com.au

You can read our plan here. Further information can be found in our electricity five-year plan or on the AER website.

Evoenergy gas network

Evoenergy is currently operating under the ACT, Queanbeyan and Palerang gas access arrangement 2016-21.

On 26 May 2016, the Australian Energy Regulator (AER) released its final decision on ActewAGL's access arrangement for the 2016-21 access arrangement period
Read a copy of the decision on the AER website. The outcomes of the Decision took effect from 1 July 2016.

Evoenergy consulted with the community over many months and in particular had a number of meetings and discussions with the ECRC. Input from our consumers contributed significantly to a number of areas within our submission.

Further information on our plan and associated community consultation activities can be found in the Five Year Plan for Gas.

Renewable gas projects in the ACT

Hydrogen - Evoenergy is working with the Australian National University on a research initiative around three elements: producing hydrogen from excess renewable energy: hydrogen usage as a storage medium: and a renewable energy source that can be used directly or injected into the ACT gas distribution network. Evoenergy is also actively working with the industry bodies and ACT Government on a number of trials to facilitate introduction of Hydrogen in gas network and path to convert ACT gas distribution network to meet ACT Government's net zero emission targets.

Biogas - Evoenergy is working on a business case for a pilot scheme to convert organic waste to biogas in an anaerobic digester, to inject the renewable gas into the ACT's gas distribution network. to capture CO2 for reuse and to generate soil enrichment fertiliser as part of the contribution to a closed cycle carbon neutral economy.

Consumer events

Energy Matters 2018

On 25 September, Evoenergy hosted “Energy Matters 2018” a yearly event that brings together our major customers to provide industry updates, share ideas and stories.

The key focus this year was to inform about tariff reforms for large customers. Attendees also heard an update on the ACT Government's Climate Change Policy, and what climate change means to Evoenergy. Australian National University, an Evoenergy major customer, presented on what drives their sustainability and resource management initiatives. Everyone took part in a discussion on the proposed changes to Evoenergy's Tariff Structure Statement and how these may impact large energy consumers.

Energy Matters 2018

 

Evoenergy ICT Deep Dive Outcomes

Evoenergy recently revisited consumer conversations about our approach to information and communication technology investment within Evoenergy’s 2019-2024 regulatory proposal. This ‘deep dive’ was conducted over two sessions to allow for a more considered approach to the topic and to better enable Evoenergy to respond to consumer questions.

Find out out more

Power of Choice Reforms and Industry Forum

Power of Choice is a suite of reforms to the National Electricity Rules designed to encourage energy consumers to make more informed choices about how and when they use electricity.

Power of Choice will impact how distribution network businesses, such as Evoenergy, operate and it’s important to us that our local customers and business community understand these changes so that we can work together as the new rules take effect to minimise any negative or unintended impacts of the transition process. We continue to hold various workshops and events and provide relevant information.

Electricity and Gas Customer Charters

The Customer Charters for electricity and gas networks cover customers who are connected to Evoenergy’s electricity or gas network. These Charters are a guide for customers to our services and responsibilities.

In both the Electricity and Gas Charters, you will find important information on:

  • the roles of the electricity and gas distributor and the electricity or gas retailer
  • your rights and obligations as an electricity or gas distributor’s customer
  • when you should contact us and how to make an enquiry or complaint
  • the arrangements for connection of your electricity or gas supply
  • the arrangements for the disconnection and reconnection of your electricity or gas supply
  • the arrangements for a planned or unplanned interruption to your electricity or gas supply, and
  • the service standards and rebates applicable to your electricity or gas supply

Electricity Customer Charter
Gas Customer Charter

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