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Following our planning stage, early engagement during 2022 was purposefully broad to find out about the topics to dig deeper into during 2023 and 2024.
These topics were grouped in four themes that we expect will become increasingly important to customers as the energy market shifts to more renewable energy:
affordability and equity - keeping network tariffs and charges affordable and fair for all (particularly as customers choose to electrify their homes, businesses, and vehicles)
the energy transformation - how we can enable a clean energy future and the choices made by customers and communities to help reduce carbon emissions
customer experience - continually improving our customer services and communications and the ease of getting the information they need
network reliability and resilience - how we improve and sustain electricity services even as severe weather events impact our infrastructure.
Customer forums
During customer forums we spoke to 140 people in 11 focus groups across the Powercor / CitiPower network, including online sessions for rural customers, youth and CALD communities.
Our independent experts summarised the key insights from these sessions. They are available in our documents section on this page.
Our key findings
Reliability and resilience were the leading concerns within the CitiPower network. While many customers experienced high reliability, preventative and proactive action was deemed necessary to ensure that extreme weather events did not impact ongoing power supply.
Key results arising from the remaining focus areas were:
customers believed that customers throughout Victoria should have equal and reliable access to power supply. Stability of energy prices was also important to them
they wanted investments that would “future proof” their network as much as possible. In their view, this meant a world class electricity network integrating renewable energy and new technologies such as EV’s and batteries. It also meant ensuring a stable and reliable supply able to support changing societal and climatic conditions like a growing population and extreme weather events
were generally happy with their customer experience; however, wanted faster response times and wanted vulnerable peoples to be prioritised
issues raised by culturally and linguistically diverse (CALD) communities - while not dissimilar to other customers across the network – were more likely to have been shaped by experiences overseas, language and economic barriers
younger customers (aged 18-24) placed the most importance on reliability and resilience and the energy transformation.
The information gathered during the forums has helped us inform the topics and issues to be further explored in the next phase of engagement phase: Deep and Narrow.
Please feel free to explore the rest of this site. We welcome comments, and responses to our quick questions.
Following our planning stage, early engagement during 2022 was purposefully broad to find out about the topics to dig deeper into during 2023 and 2024.
These topics were grouped in four themes that we expect will become increasingly important to customers as the energy market shifts to more renewable energy:
affordability and equity - keeping network tariffs and charges affordable and fair for all (particularly as customers choose to electrify their homes, businesses, and vehicles)
the energy transformation - how we can enable a clean energy future and the choices made by customers and communities to help reduce carbon emissions
customer experience - continually improving our customer services and communications and the ease of getting the information they need
network reliability and resilience - how we improve and sustain electricity services even as severe weather events impact our infrastructure.
Customer forums
During customer forums we spoke to 140 people in 11 focus groups across the Powercor / CitiPower network, including online sessions for rural customers, youth and CALD communities.
Our independent experts summarised the key insights from these sessions. They are available in our documents section on this page.
Our key findings
Reliability and resilience were the leading concerns within the CitiPower network. While many customers experienced high reliability, preventative and proactive action was deemed necessary to ensure that extreme weather events did not impact ongoing power supply.
Key results arising from the remaining focus areas were:
customers believed that customers throughout Victoria should have equal and reliable access to power supply. Stability of energy prices was also important to them
they wanted investments that would “future proof” their network as much as possible. In their view, this meant a world class electricity network integrating renewable energy and new technologies such as EV’s and batteries. It also meant ensuring a stable and reliable supply able to support changing societal and climatic conditions like a growing population and extreme weather events
were generally happy with their customer experience; however, wanted faster response times and wanted vulnerable peoples to be prioritised
issues raised by culturally and linguistically diverse (CALD) communities - while not dissimilar to other customers across the network – were more likely to have been shaped by experiences overseas, language and economic barriers
younger customers (aged 18-24) placed the most importance on reliability and resilience and the energy transformation.
The information gathered during the forums has helped us inform the topics and issues to be further explored in the next phase of engagement phase: Deep and Narrow.
Please feel free to explore the rest of this site. We welcome comments, and responses to our quick questions.
