May News Update II Energy Charter future focus elevates #BetterTogether collaboration

Energy Charter future focus elevates #BetterTogether collaboration

We’re excited to announce that on the back of our recent 3-Year Strategic Review, the Energy Charter will place greater focus on cross-sector collaboration through our #BetterTogether initiatives to continue to deliver better outcomes for customers at a time of unprecedented change in the energy industry.
Feedback from customer representatives and stakeholders showed the Energy Charter has delivered value for customers and communities across the whole supply chain. The most valued aspects were collaboration, building trusted relationships and knowledge sharing. There was also a desire to see more and bigger outcomes from the #BetterTogether initiatives. Many thanks to everyone who provided feedback, it has really shaped the continued evolution of the Energy Charter.
Many of the challenges facing energy customers such as ensuring an equitable energy transition and improved support for vulnerable customers cannot be meaningfully achieved by individual energy businesses. 

Rather, we need the entire supply chain to come together and identify solutions for all customer segments.  That’s what the #BetterTogether initiatives enable us to do. To ensure that the Energy Charter is set up to meet the new challenges for customers, the elevated Energy Charter #BetterTogether program will enable a ‘whole-of-system’ collaborative approach to achieve this. With CEOs making a public commitment to Priority #BetterTogether initiatives, the Energy Charter will accelerate better customer outcomes into the future.
Importantly, Full Energy Charter signatories will continue to focus on accountability publishing annual signatory disclosure reports demonstrating how they performed against the Energy Charter principles. Building on the gains made over the last 3 years, the accountability framework will leverage existing business’ stakeholder consultation structures, rather than through the Independent Accountability Panel. We thank Clare Petre, Chair and panellists Andrew Richards and Cassandra Goldie for their hard work and commitment, and ongoing support for the Energy Charter.
The Energy Charter uniquely brings together collective and individual elements of the energy supply chain for whole of system alignment and action, while supporting individual businesses to do better for their customers. We’re excited to continue to work with all of you in this exciting phase of elevated #BetterTogether action and delivery for our customers and communities.

Rebecca Kardos
2022 Chair of the CEO Council
CEO at Aurora


As Chair of the Energy Charter End-User Consultative Group (EUCG), made up of close to 20 consumer and business representatives from across Australia, I welcome the elevation of the #BetterTogether initiatives by the Energy Charter CEO Council.
The Energy Charter has achieved better outcomes for customers and community. The EUCG feedback throughout the 3-Year Strategic Review was to encourage Energy Charter signatories to do more. How? With a whole of supply chain focus on delivering customers outcomes through the #BetterTogether initiatives. It needs to be strategic and future-focused. It needs to prioritise emerging customer issues, particularly given the energy transition.

The core proposition of the Energy Charter is that customer representatives can engage with businesses across the energy supply chain, with a sharp focus on customers. We look forward to co-designing ways in which Energy Charter signatories can better support and build capacity within consumer advocacy. We are keen to collaborate on setting the agenda for #BetterTogether initiatives that align with consumer priorities. Finally, we encourage Energy Charter signatories to think strategically about how to resource meaningful consumer engagement through the new approach to decentralised accountability.

Cath Smith
Independent Chair of the EUCG

A national CEO-led collaboration that supports the energy sector towards a customer-centric future. Our core values of “Be invested, make a difference”, “Be open, learn and improve”, and “Think big, be bold” are brought to life through #BetterTogether initiatives focused on delivering better customer outcomes for all Australians.

#BetterTogether Collaborator: SA Power Networks and Simply Energy.
Energy Charter Supporter: Australian Energy Market Operator (AEMO).

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The Energy Charter April News Update

Message from the Chair of the CEO Council – Rebecca Kardos CEO at Aurora, #EN2022 Gas Evolution: The Customer Journey, Customer Voice – Joy Thomas at National Irrigators’ Council, #BetterTogether Know Your Customers & Communities National Customer Code for Energy Comparators & Energy Moving Services Stakeholder consultation concluding Read More

#BetterTogether First Nations Engagement – What’s authentic? Where do we start? How can we do it better?

Led by First Nations leaders in the energy sector, the #BetterTogether First Nations Engagement focuses on better engagement and collaboration with First Nations people, in partnership with the water industry.

Last month, Energy Charter signatories and collaborators, along with representatives from the water sector, had the opportunity to learn more about Horizon Power’s Aboriginal Engagement Strategy, enabled by the Reconciliation Action Plan (RAP) 2022-24, the Aboriginal engagement model and performance and reporting mechanisms, during a First Nations listening session.

“Horizon Power has the privilege to work, live alongside and provide electricity services to Aboriginal people across our region including remote Western Australia.

Our vision for reconciliation is embedded within our current corporate strategy with an Aboriginal and Torres Strait Islander commitment as one of our four guiding principles.

Aboriginal cultures, histories and participation should be seen, heard, respected and valued as an integral part of our business and we want to have a positive impact on Aboriginal customers, suppliers, employees and communities throughout.” – Aaron Matthews, Aboriginal Engagement Officer at Horizon Power

The Aboriginal Engagement Strategy has been designed to progress and embed better practice Aboriginal engagement across the business and focuses on strengthening their commitment to Aboriginal people with targeted initiatives.

Four key results areas across the business include:

  1. Operating on Aboriginal land
  2. Communication, engagement, and customer relations
  3. Commercial relationship and capacity building
  4. Recruitment, retention and the employment pathway

What’s authentic? Where do you start? How can we do better?

Guiding principles were unpacked with key questions to help demonstrate how principles could be applied to day-to-day business activities and bring them to life. For example:

  • Cultural Safety – Are you recognising & respecting Aboriginal people’s cultural rights & psychological safety?
  • Mutual Respect – Are you being honest and authentic?
  • Self Determination – Have you included Aboriginal voices both during consultation & decision making?
  • Social Impact – How does this impact Aboriginal people?
  • Valuing Culture & Heritage – Are you valuing and supporting the protection of Aboriginal culture & heritage?

The Aboriginal Engagement Strategy also aligns with broader national Aboriginal Closing the Gap targets.

To learn more, download the Horizon Power Aboriginal Engagement Strategy – First Nations Engagement information pack

#BetterTogether First Nations Engagement is Led by TasNetworks, Essential Energy, Energy Queensland, SA Water, Transgrid, EWON, Horizon Power and Greater Western Water with other water and energy businesses and advocates.

The Energy Charter March News Update

Message from the new Chair of the CEO Council – Rebecca Kardos CEO at Aurora, National Customer Code for Energy Comparators & Energy Moving Services, COVID Vulnerable Customer Support Update from Uniting Vic Tas, #BetterTogether Know Your Customers & Communities, and WE Lunch + Learn – Reframing Complaints Read More

#BetterTogether – Energy Brokers, Consultants & Retailers customer-centric approach delivers better outcomes

Signatories of the National Customer Code for Energy Brokers, Consultants & Retailers (Code) are saving commercial and industrial (C&I) energy customers significant time and money by transitioning from a traditional transactional role to providing tailored customer-centric energy support services.

“By ‘thinking outside of the box’ with a ‘customer hat on’ WiseUp Energy Solutions has provided a more holistic service for our commercial and industrial (C&I) energy customers. Critical to this has been connections, and ongoing relationships, with both distribution networks and retailers, with some made through the Energy Charter.” – Sharon Musker, WiseUp Energy Solutions

The National Customer Code for Energy Brokers, Consultants & Retailers is voluntary, and all energy brokers, consultants and retailers are welcome to sign up. In signing up to the Code, they are committing to:

  1. Customer centricity – putting customers at the centre of their business and making decisions based on what is in the customers’ best interests
  2. Transparency – providing clear, accurate and relevant information to help customers make informed choices
  3. Fit for purpose – ensuring that products and services are responsible, accurate and meet customer expectations
  4. Accountability – being responsive to customer needs and taking prompt, appropriate action if a customer makes a complaint to ensure continuous improvement

Through their client energy support services, WiseUp Energy Solutions has provided additional investigation and analysis for businesses unable to make decisions due to the impact of COVID-19. These have included reviewing alignment of seasonal tariff/budgets, value assessments, and seasonal consumption forecasting, enabling them to tailor energy saving solutions for their commercial and industrial (C&I) energy customers. 

Sharon Musker, WiseUp Energy Solutions said, “Better outcomes for customers have been successfully achieved through trusted relationships with energy distribution networks and retailers. Being a signatory to the Code has helped to advocate for these.” 

The National Customer Code for Energy Brokers, Consultants & Retailers was launched in December 2020 and aims to give large customers confidence that Signatories are working together in their best interests and delivering value to them. The Customer Code also addresses some of the concerns about third party intermediaries’ selling practices raised in the Australian Competition and Consumer Commission (ACCC) Retail Electricity Pricing Inquiry Report 2018. To learn more visit: National Customer Code – Energy Brokers, Consultants and Retailers

New Energy Charter CEO Council Chair 2022

Energy Charter signatories have today welcomed the CEO of Aurora Energy, Rebecca Kardos, as the new Chair of the CEO Council for 2022.

“The Energy Charter represents a genuine collaboration across the energy sector to put customers at the front and centre. In committing to the five principles of the Energy Charter, businesses across retail, distribution, transmission and generation work together to deliver tangible customer benefits through #BetterTogether initiatives. I am thrilled to be chairing the Energy Charter CEO Council in its fourth year of operation.” Ms Kardos said.

In early 2022, Energy Charter signatories will conduct a strategic review to reflect on the customer outcomes achieved through the platform of the Energy Charter and identify areas for improvement. Signatories will also further respond to the recommendations of the Independent Accountability Panel last year: additional support for vulnerable customers and coming together to better plan the path to meeting customer and community expectations on net zero by 2050.The Energy Charter CEO Council acknowledged and thanked out going Chair, Managing Director of Jemena, Frank Tudor, for his outstanding leadership during 2021.


Rebecca was appointed Chief Executive Officer of Aurora Energy in July 2014 and appointed as a Director of Aurora Energy in November 2014.Rebecca has significant executive experience in the utilities sector in Australia and New Zealand in both the public and private sector. Prior to joining Aurora Energy, Rebecca held the position of General Manager Retail at Synergy in Western Australia.Rebecca is currently a Board member of the Alannah and Madeline Foundation (since May 2018). Rebecca has a Master of Business Administration, a Bachelor of Computer Science and is a member of the Australian Institute of Company Directors.