Publications

30 September 2021

The 2021 Energy Charter Disclosure to the Independent Accountability Panel. 

“We are now in the third year of the Energy Charter. We continue
to build momentum both for driving better outcomes for customers and
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 bringing to life our values “Be invested, make a difference”,
“Be open, learn and improve”, “Think big, be bold”…….

 

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.

This Framework will form the basis of recommendations to the CEO Council in September 2021 for opportunities for greater coordination and impact through #BTs focused on support for customers facing vulnerable circumstances.

15 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 i.e. transmission lines and gas pipelines.

16 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.

28 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.

31 May 2021

The CEO Council has committed to a WE (water + energy) Collaborate Memorandum of Understanding (MoU) with the water sector. The purpose of the MoU is to create a high-level commitment to collaborate for #BetterTogether customer outcomes between the Energy Charter and Water Services Association of Australia (WSAA). The MoU is aimed at delivering better outcomes to our shared customers through collaboration and organisational efficiencies, with a focus on improving trust in both sectors.

15 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).

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

9 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

9 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

9 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 Independent Accountability Panel about how being a signatory of the Energy Charter has supported them to drive customer outcomes.

12 October 2020

Energy brokers and consultants are a key part of the energy supply chain to deliver better customer outcomes and value. In 2018, the ACCC Retail Electricity Pricing Inquiry recommended a mandatory code for commercial third-party intermediaries to improve consumer confidence and outcomes.

Focused on improving outcomes for customers, particularly those in commercial and industrial market a #BetterTogether group of customer representatives, energy brokers, consultants and retailers have collaborated to develop a principles-based National Customer Code for Energy Brokers, Consultants and Retailers. 

12 October 2020

Do you have questions about the draft Customer Code for Energy Brokers, Consultants and Retailers:

  • What’s the customer benefits?
  • How does it work?
  • Why should I sign up?

Check out this FAQ sheet!

30 September 2020

2020 Energy Charter Disclosure report to the Independent Accountability Panel – leveraging high-impact points to drive meaningful change to customers. 

1 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.

30 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. 

20 December 2019

Signatories are committed to continuous improvement for 2020, to deliver better customer outcomes and together, deliver energy for a better Australia.

4 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.

31 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.

31 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.

31 January 2019

The Energy Charter in Operation sets out information for those businesses looking to commit to the Energy Charter. It also sets out the approach to governance, reporting and accountability that underpins the Energy Charter.

31 January 2019

The final version of the Energy Charter and the Energy Charter in Operation incorporates feedback on the Consultation Draft from the End-User Consultation Group (EUCG), the energy industry, an extensive range of stakeholders and further input from Industry Working Group (IWG) members. This report consolidates the feedback and demonstrates how it has been taken into account.

22 October 2018

Consultation on the Consultation Draft of the Energy Charter took place between 20 September and 17 October 2018.

Submissions made during the public consultation are available here.

8 October 2018

The presentation for an energy industry webinar on the Consultation Draft of the Energy Charter held on 8 October 2018.

3 October 2018

The presentation for a stakeholder webinar on the Consultation Draft of the Energy Charter held on 3 October 2018.

20 September 2018

Participating businesses are now seeking your views on the details contained in the Consultation Draft of the Energy Charter.

20 September 2018

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.