This Better Practice Guideline is the result of an Energy Charter #BetterTogether collaboration. It 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
- Provide practical social licence to operate (‘social licence’) guidance to mitigate negative impacts and prioritise shared value through the energy transition.
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 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.
‘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.
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.
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. Our assessment of whether Signatories have achieved better outcomes for energy customers in 2020-21 centres on the five Energy Charter Principles that give practical effect to the promise at the heart of the Energy Charter: Together,
deliver energy for a better Australia.
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 bringing to life our values “Be invested, make a
difference”, “Be open, learn and improve”, “Think big, be bold”.
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).
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.
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.
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 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.