Resources
Discover a resource library featuring Better Practice Guidelines, Customer Codes and associated resources, frameworks, playbooks, Disclosures and much more.
Quick links
Energy Charter Resources
The Energy Charter
January 2019 The purpose of the Energy Charter is to progress the culture and solutions required to deliver a more affordable, sustainable and reliable energy system for all Australians. It is focused on embedding a customer-centric culture and conduct in energy businesses to create tangible improvements in affordability and service delivery.
Energy Charter Impact Framework
March 2024
The Energy Charter Impact Framework has been designed to help us define, measure and communicate the impact of the collective work of the Energy Charter for customers and communities throughout our #BetterTogether initiatives.
The Impact Framework provides guidance for us and those who collaborate through the Energy Charter to demonstrate outcomes and impact of our shared work for customers and communities.
CEO Forum: Charting a Better Energy Future
December 2023
On 6 December 2023, we celebrated our collective achievements for customers and communities at our CEO Forum: Charting a Better Energy future. We were thrilled to hear from Guy Chalkley, CEO Endeavour Energy, Andrew Bills, CEO SA Power Networks, Stephanie Unwin, CEO Horizon Power, Louisa Kinnear, CEO Jacana Energy, John Cleland, CEO Essential Energy, Seán Mc Goldrick, CEO TasNetworks, Mark Brownfield, CCO EnergyAustralia.
Energy Charter Disclosure 2023
December 2023 The purpose of the Energy Charter Disclosure 2023 is twofold: to provide an overview of the progress we have made over the past year across #BetterTogether initiatives and through the Accountability Process, and to inform where we focus our efforts in the future.
#BetterTogether Innovation Framework
January 2023 The #BetterTogether initiatives are collaborative initiatives that focus on delivering tangible customer and community outcomes. Using the #BetterTogether Innovation Framework of ‘ideate, incubate and accelerate’ they encourage energy businesses, customer and community representatives and other stakeholders to co-design and collaborate with a focus on customers and communities.
Energy Charter Disclosure 2022
October 2022 The 2022 Energy Charter Disclosure Report includes a message from the 2022 Chair of the CEO Council Rebecca Kardos, background on the Energy Charter strategic review, how we responded to the 2021 Independent Accountability Panel Recommendations, driving better outcomes for customers through #BetterTogether initiatives and our future focus.
2021 Independent Accountability Factsheet
December 2021 This fact sheet of the assessment of achievement of better outcomes for Australian energy consumers in 2020-21 includes a summary and list of recommendations as part of the 2021 Independent Accountability Report.
2021 Independent Accountability Report
December 2021 Independent Accountability Panel Assessment of achievement of better outcomes for Australian energy consumers in 2020-21. The Panel’s remit is to assess the progress and performance of Signatories and the broader energy sector against the Energy Charter.
Energy Charter Disclosure 2021
September 2021
We are now in the third year of the Energy Charter. We continue to build momentum both for driving better outcomes for customers, communities and culture change across the sector. We have collaborated with hundreds of people from 18 Energy Charter Signatories and many more customers and end-user representatives.
IAP Report 2019-20
December 2020
Assessment of the achievement of better outcomes for Australian energy consumers in 2019-20 by the Energy Charter Independent Accountability Panel.
Energy Charter 2020 - Collaboration Across the Supply Chain
November 2020
Guy Chalkley, CEO Endeavour Energy, Rebecca Kardos, CEO Aurora Energy, Ben Wilson, CEO AGIG and Chair of the Energy Charter CEO Council talk to the Independent Accountability Panel about how the Energy Charter is enabling their organisations to collaborate across the supply chain.
Energy Charter 2020 - Embedding the Energy Charter
November 2020 Rob Wheals, CEO APA Group, Richard Van Breda, CEO Stanwell, Frank Tudor, MD Jemena and Paul Simshauser, CEO Powerlink Queensland talk to the Independent Accountability Panel about how their organisations are embedding the Energy Charter.
Energy Charter 2020 - Driving Customer Outcomes
November 2020 Andrew Bills, CEO CS Energy, Catherine Tanna, CEO EnergyAustralia, Maia Schweizer, CEO CleanCo Queensland, Jason Stein, CEO Powershop/Meridian, Stephanie Unwin, CEO Horizon Power, John Knox, CEO ActewAGL, John Cleland,CEO Essential Energy and Paul Italiano, CEO TransGrid talk to the IAP about how being a Signatory has supported them to drive customer outcomes.
Energy Charter Disclosure 2020
September 2020
2020 Energy Charter Disclosure report to the Independent Accountability Panel - leveraging high-impact points to drive meaningful change to customers.
Energy Charter Ways of Working
June 2020 Culture is a shared way of doing things with passion. At its heart, the Energy Charter is about shared values and beliefs focused on a strong commitment to customers. The Energy Charter Industry Working Group came together to co-create Ways of Working.
Energy Charter Maturity Model
March 2020 Energy company signatories are at different stages of maturity in relation to the Principles articulated in the Energy Charter. A maturity model has been developed so that signatories can assess their maturity against the Energy Charter Principles by reference to articulated criteria, as well as indicating where on the maturity scale they intend to progress to, over what period and how they plan to achieve this progress.
2019 Energy Charter Wrap Up
December 2019
Signatories are committed to continuous improvement for 2020, to deliver better customer outcomes and together, deliver energy for a better Australia.
2019 Indpendent Accountability Panel Recommendations
December 2019
The Energy Charter Independent Accountability Panel (IAP) recommendations are drawn from the final report and developed against six key themes identified by the IAP that apply across the five Principles of the Energy Charter.
The Energy Charter on a Page
January 2019 The Energy Charter sets out five principles to advance the industry vision and Principles in Action that represent the practical initiatives to progress the Principles.
Better Practice Renewables and Biodiversity: Opportunities for Collaboration Guide
February 2024 This Better Practice Collaboration Guide showcases several environmental interventions at every stage of renewable energy project development, from energy system design to end-of-life. It outlines some of what is possible through case studies and identifies opportunities for cross-sector collaboration.
First Nations Better Practice Community Engagement Toolkit
October 2023 The First Nations Better Practice Community Engagement Toolkit brings together case studies and practical experiences that highlight what worked well, what was learned and what outcomes were achieved along the way across three stages of engagement.
Social Licence Better Practice Guideline
May 2023 This Better Practice Guideline was co-developed by landholder and community representatives and a group of electricity transmission businesses to build a shared understanding of the impacts and potential benefits associated with hosting energy transmission infrastructure for agricultural landholders and provide practical social licence to operate guidance to mitigate negative impacts and prioritise shared value through the energy transition.
Disaster Response Playbook
November 2022 ‘Disaster Response Playbook’ for the energy sector with guidelines around roles, processes, and use of emergency response agency information to enable a more coordinated and process driven approach to customer support during this time. The playbook will help inform what type of information needs to be shared with who and in what time frame.
Customer Vulnerability Framework
September 2021
During 2021, Energy Charter Signatories have mapped touchpoints and support for vulnerable customers across the supply chain under the direction of the CEO Council. This creates an important tool for greater support for vulnerable customers in a way that is coordinated across the supply chain, potentially avoiding gaps and overlaps.
Landholder & Community Better Practice Engagement Guide
September 2021 The Better Practice Guide sets out what landholders and communities can expect when engaging about new or existing energy assets. It aims to encourage better engagement and outcomes for landholders and communities and applies to a range of different projects and assets including new or existing electricity transmission lines or substations and new or existing gas pipeline assets.
Better Practice Consumer Advocacy Support Guide
August 2021 The Better Practice Consumer Advocacy Support Guide was put together to encourage Energy Charter signatories and others to better support consumer advocacy efforts. This is an important commitment under the Energy Charter (Principle 1.4) and was reinforced by a recommendation from the Independent Accountability Panel in its 2020 Report.
Customer Voice @ Board Resource
June 2021
The Customer Voice @ Board Resource provides a range of options and better practice insights for boards and directors. It aims to augment the resources already available to ensure the customer voice is appropriately influencing the strategic decision-making and direction of energy businesses.
Better Practice Customer Engagement Toolkit
February 2021 Better Practice Customer Engagement Toolkit helps drive robust processes to determine customer and community needs and to encourage energy businesses to be accountable on how feedback has been considered and incorporated into their decision making. This is an important commitment under the Energy Charter (principle 1.4).
Knock to Stay Connected Customer Code
June 2023 The purpose of this Knock to Stay Connected Customer Code is to help you stay connected to your energy. We understand that non-payment of energy bills can be driven by circumstances and not by choice, that’s why this Customer Code encourages you to engage with your energy retailer to get support.
Knock to Stay Connected Leave Behind Help Sheet TEMPLATE (NSW)
October 2023 This is the NSW template for information to be left behind if a crew member is unable to speak to a customer face to face on their visit to the premises, as part of the Knock to Stay Connected Customer Code.
Previous Knock to Stay Connected Leave Behind Help Sheet (SAMPLE)
June 2023 This is the previous template (sample) for information to be left behind if a crew member is unable to speak to a customer face to face on their visit to the premises, as part of the Knock to Stay Connected Customer Code.
Knock to Stay Connected Customer Code Fact Sheet
June 2023 This Knock to Stay Connected Customer Code Fact Sheet provides a snapshot of what the Customer Code is, what the customer benefits are, what the Principles of the Customer Code are, how joining the Customer Code helps your business and the benefits of collaborating with other Signatories.
Knock to Stay Connected Customer Code Application Form
June 2023 Download the Knock to Stay Connected Customer Code Application Form to join the Customer Code.
Knock to Stay Connected Customer Code Launch + Q&A Panel
June 2023 We celebrated the official launch of the Customer Code. At the launch Fiona Guthrie, CEO Financial Counselling Australia hosted a Q&A with our expert panel covering the innovative and collaborative trials between retailers and distributors that led to the Customer Code, how cost-of-living pressures are creating increased vulnerability and how the Customer Code will benefit customers in vulnerable circumstances.
National Customer Code for Energy Brokers, Consultants and Retailers
December 2020 (revised June 2022) The National Customer Code for Energy Brokers, Consultants and Retailers aims to give large customers confidence that Signatories are working together in their best interests and delivering value to them. The Customer Code will also address 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.
Commercial + Industrial Energy Customer Procurement Checklist
August 2023 This Procurement Checklist has been created by the National Customer Code for Energy Brokers, Consultants and Retailers. Using the Checklist can help you navigate your energy procurement to ensure that you are making informed decisions about costs, commissions and fee structures, including any ongoing fees, terms and conditions.
Energy Brokers, Consultants & Retailers 2022 Annual Report
December 2022 This 2022 Annual Report includes: About the Customer Code, Independent Chair Report, Administrator Report, The Customer Code Council, 2022 Highlights, Customer issues, 2022 Customer Code Council, Digital media and Financials.
Customer Code Complaints Process
November 2022 Download the Customer Code Independent Complaint Process, applicable to the National Customer Code for Energy Brokers, Consultants & Retailers and the National Customer Code for Energy Comparators & Energy Moving Services.
Energy Brokers, Consultants & Retailers 2021 Annual Report
December 2021 This 2021 Annual Report includes: Independent Chair Report, About the Customer Code, Administrator Report, The Customer Code Council, 2021 Customer Code Council members, 2021 Highlights, Working with our Stakeholders, Code Builder’s Group, Customer Issues and Social media.
Rocket Launch Presentation
March 2021 Download the presentation from the National Customer Code for Energy Brokers, Consultants and Retailers Rocket Launch, including information about the Customer Code, the four commitments, the Customer Code Council and current Signatories.
Customer Code for Energy Brokers, Consultants and Retailers FAQ
October 2020
Do you have questions about the Customer Code for Energy Brokers, Consultants and Retailers including what are the customer benefits, how does it work and why should I sign up? Check out this FAQ sheet!
National Customer Code for Energy Comparators & Energy Moving Services
May 2022 The aim of the National Customer Code for Energy Comparators and Energy Moving Services is to give customers using these channels confidence that as Signatories, we are working together in their best interests and delivering value to them.
Energy Comparators & Energy Moving Services Customer Code Fact Sheet
June 2023 This Energy Comparators & Energy Moving Services Customer Code Fact Sheet provides a snapshot of what the Customer Code is, what the customer benefits are, what the Principles of the Customer Code are, how joining the Customer Code helps your business and the benefits of collaborating with other Signatories.
Customer Code Complaints Process
November 2022 Download the Customer Code Independent Complaint Process, applicable to the National Customer Code for Energy Brokers, Consultants & Retailers and the National Customer Code for Energy Comparators & Energy Moving Services.
Collaboration MoU
February 2023
The purpose of this Collaboration Memorandum of Understanding (MoU) is to create a high-level commitment to collaborate for #bettertogether customer and community outcomes between REAlliance and the Energy Charter through the energy transformation.
#BetterTogether Cost-of-living Statement of Support
December 2022 Energy Charter Signatories have come together to align support for our customers and communities experiencing vulnerability due to the impact of increasing cost-of-living pressures. The signatories listed below commit to the relief, support and prevention measures set out below, which are in addition to individual programs and initiatives within their organisations.
WE (Water + Energy) MoU
May 2021
The CEO Council has committed to a WE (water + energy) Collaborate Memorandum of Understanding (MoU) with the water sector to create a high-level commitment to collaborate for #BetterTogether customer outcomes between the Energy Charter and Water Services Association of Australia (WSAA).