Our Strategic Roadmap

Our commitment to drive customer-centred cultures within the Energy Charter signatories guides our strategic roadmap.

Under our strategic roadmap, our objectives are to:

  • Drive #BetterTogether collaboration across the supply chain to deliver better customer and community outcomes
  • Support an authentic disclosure process that focuses on trust and transparency 
  • More awareness, engagement and support for the Energy Charter across the energy sector. 

Customer Voice

The Energy Charter signatories collaborate and engage with the End-User Consultative Group, which is made up of close to 20 end-user representatives from across customer advocates, small business and large commercial and industrial customers. It is currently chaired by Independent Chair, Cath Smith.

The role of the End-User Consultative Group is to work collaboratively with the Energy Charter signatories to provide a barometer of consumer and community expectations.

Independent Accountability Framework

It’s critical that signatories are transparent and accountable for their commitments to better customer outcomes through the Energy Charter.

The purpose of the accountability framework is to add value to customers and energy businesses by identifying positive outcomes and endeavours being undertaken by signatories and providing guidance, based on stakeholder consultation, on where there are opportunities for improvement, rather than focus on internal processes, ‘box ticking’ compliance or indicators that are measured through mandatory reporting to other organisations.

Authentic and transparent disclosures

As part of their commitment to the Energy Charter, CEOs agree to publicly disclose how they are delivering against the Energy Charter Principles through public disclosures and engagement with customer/community councils or stakeholder forums. From 2020, the signatories also assessed their maturity against the Energy Charter Maturity Model, indicating where on the maturity scale they are, where they intend to progress to, over what period and how they plan to achieve this.

Independent Accountability Process

During 2019-2021, an Independent Accountability Panel was made up of:

  • Ms Clare Petre, Chair
  • Dr Cassandra Goldie, CEO of the Australian Council of Social Service, Consumer Representative
  • Mr Andrew Richards, CEO of the Energy Users Association of Australia, Business Representative

The purpose of the Independent Accountability Panel was to constructively assess outcomes delivered by individual signatory businesses and the whole energy sector over time. It reviewed signatory disclosures, engaged with CEOs and stakeholders and published an Annual Independent Accountability Panel Report.

In 2022, the Independent Accountability Panel process was replaced with a decentralised accountability framework comprising effective ‘feedback loops’ leveraging existing stakeholder engagement structures within signatories. This allows for more direct feedback from customer and community advocates and other stakeholders to signatories on areas of continuous improvement.

The Energy Charter also publishes an annual #BetterTogether disclosure which sets out how collaboration through the #BetterTogether program has delivered tangible outcomes for customers and communities, themes of focus for future #BetterTogether initiatives and identifies areas for continuous improvement.