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. 

Recent regulatory developments

Recent 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.

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

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.

Our proposed plan for the 2019/20-2023/24 years was submitted to the Regulator and has been approved for compliance by the AER. You can read our plan here. Further information can be found in our electricity five-year plan or on the AER website.

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.

Regulator decision on Evoenergy gas network

The Australian Energy Regulator (AER) has released its final Decision on the ACT, Queanbeyan and Bungendore gas distribution network for the next five years (2016-21). A copy of the decision can be found on the Regulator’s website. The outcomes of the Decision take effect from 1 July 2016.

In preparing our submissions to the review process, Evoenergy consulted with the community over many months and in particular had a number of meetings and discussions with the Energy Consumer Reference Council. Input from our consumers contributed significantly to a number of areas within our submission.

We would like to thank the members of the community who contributed to the development of our five year plan for the gas network and will continue to work with our customers and stakeholders as we implement the plan, including our new, more tailored, tariffs. Further information on our plan and associated community consultation activities can be found in the Five Year Plan for Gas.