Customer Voice @ Board

In 2019, the Independent Accountability Panel highlighted that the voice of the customer can be amplified at a Board level to appropriately influence strategic direction. 

As Energy Charter signatories we are committed to improving customer outcomes for all Australians in line with our vision “together, deliver energy for a better Australia”. Boards have a vital role to play in ensuring the customer voice is appropriately influencing the strategic decision-making and direction of our energy businesses. Across the Energy Charter signatories, boards are driving better-practice in this regard. 

I trust my fellow directors will find this resource valuable in helping to drive continual improvement in boardrooms across energy sector. I also look forward to hearing about the conversations it will engender.” – Kathy Hirschfeld AM, Chair, Powerlink Queensland

Led by the Chair of Powerlink Queensland with Board Directors from CleanCo, Horizon Power and Stanwell, this #BetterTogether initiative developed a Customer Voice @ Board Resource with better practice options for Energy Charter signatories to consider to ensure the customer voice is appropriately influencing the strategic decision-making and direction of our energy businesses.

It has involved:

  • Collaborating with the Australian Institute for Company Directors (AICD) and The Ethics Alliance
  • Surveying to all Energy Charter signatories on better practice examples
  • Reviewing better practice examples from other industries and overseas
  • Engagement with other organisations and board members who have better practice examples

This Resource aims to augment the information already available to directors, for example, building on the recent work of the AICD Guide to Elevating Stakeholder Voices launched on 27 April 2021.