Deep and Narrow engagement

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We are currently in the 'Deep and Narrow' phase of our engagement. Throughout 2023, our business planning and customer and stakeholder engagement will involve focused conversations on the topics and themes unearthed during previous engagement stages.


Key topics and themes

The follow themes were identified by customers and stakeholders, as well as teams within our business, throughout the first two years of the regulatory reset process (see Planning and Broad and Wide engagement pages). Follow the links to learn more about each theme.

In addition, the following specific topics were identified as of interest to customers during the the Broad and Wide consultations.

  • Tariffs
  • Customers in vulnerable circumstances
  • Network resilience
  • Rural and regional access to network capacity/reliability
  • Energy transition
  • Customer service incentive scheme
  • Framework and approach
  • Future scenarios
  • Customer behaviour
  • Public lighting


Focused conversations

We’ll be looking to discover more about each issue or topic as we continue our engagement and develop our regulatory proposal. As we prioritise, we will focus on topics and themes that:

  • were ranked as the highest importance by our residential and business customers
  • our customers can meaningfully influence the outcome
  • could add significant cost to our business.

To do this we're using a unique method of prioritisation called 'triangulation'. Triangulation involved topics being mapped onto an ‘engagement matrix’ based on:

  • their importance from an internal and external perspective
  • the level of influence a customer or stakeholder could potentially have
  • what level of engagement will be required according to best practice standards.


Get involved

As we continue to burrow down into specific topics and themes, we’ll be opening up a range of online and in-person engagement opportunities. See below for the latest updates and opportunities and register to stay up to date.


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We are currently in the 'Deep and Narrow' phase of our engagement. Throughout 2023, our business planning and customer and stakeholder engagement will involve focused conversations on the topics and themes unearthed during previous engagement stages.


Key topics and themes

The follow themes were identified by customers and stakeholders, as well as teams within our business, throughout the first two years of the regulatory reset process (see Planning and Broad and Wide engagement pages). Follow the links to learn more about each theme.

In addition, the following specific topics were identified as of interest to customers during the the Broad and Wide consultations.

  • Tariffs
  • Customers in vulnerable circumstances
  • Network resilience
  • Rural and regional access to network capacity/reliability
  • Energy transition
  • Customer service incentive scheme
  • Framework and approach
  • Future scenarios
  • Customer behaviour
  • Public lighting


Focused conversations

We’ll be looking to discover more about each issue or topic as we continue our engagement and develop our regulatory proposal. As we prioritise, we will focus on topics and themes that:

  • were ranked as the highest importance by our residential and business customers
  • our customers can meaningfully influence the outcome
  • could add significant cost to our business.

To do this we're using a unique method of prioritisation called 'triangulation'. Triangulation involved topics being mapped onto an ‘engagement matrix’ based on:

  • their importance from an internal and external perspective
  • the level of influence a customer or stakeholder could potentially have
  • what level of engagement will be required according to best practice standards.


Get involved

As we continue to burrow down into specific topics and themes, we’ll be opening up a range of online and in-person engagement opportunities. See below for the latest updates and opportunities and register to stay up to date.


Back to top

Back to Regulatory Reset main page


  • 2023 wrap up: how you've helped create Citipower's 2026-2031 business plan

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    2023 has been an important year for our regulatory reset project, engaging with our customers and stakeholders to assist in the development of our 2026-2031 business plan.

    Listening to the views of our customers is important so that we deliver a business plan that meets the needs, expectations and preferences of the people relying on the electricity distributed by our network.

    Below you’ll find some of the year’s highlights from our largest customer engagement program ever, as well as more opportunities to have your say before our draft business plan is published in August 2024.


    Engagement figures from January 2021 to November 2023.



    Shifting lifestyle trends boost Victorians’ demand for energy

    In October, we joined forces with Powercor, United Energy and Monash University’s Emerging Technologies Research Lab to unveil a new report that outlines massive shifts in future household energy demands.

    The increase in home-based care, a rise in the energy needs for household pets and the increased adoption of electric vehicles were among the 51 specific trends uncovered by the research into Victorians’ future energy needs.

    The pivotal study offers an invaluable glimpse into the future – empowering us to sharpen our forecasts, develop future business plans, and ensure our distribution networks evolve in line with customers’ changing expectations.

    Learn more and read the report



    Partnering with other distributors to shape response to network challenges

    The pace of change required of electricity distribution networks to keep pace with Victoria’s clean energy transition is significant. At the same time, factors such as a growing population, increasing reliance on technology in how we live, work and relax and more frequent extreme weather events due to climate change mean our customers are more dependent on a safe, reliable power supply than ever before.

    Customers from Victoria’s five networks – AusNet, Jemena, Powercor, United Energy and us – came together at several forums this year, with a discussion in October focusing on shaping how distributors respond to these challenges, prioritise, and invest in a more resilient network. Feedback will help inform the development of the Joint Resilient Investment Principles, to feed into our future plans. The report with the full findings will be published in early 2024.

    Later in November, we came together again to discuss proposed updates to tariff pricing principles and structures. Click here to view the draft report.




    Have your say on new energy technologies

    The renewable energy transition is changing how and when customers use electricity. The Energy Transition Summit in November brought together local councils, sustainable energy groups and representatives of vulnerable people amongst others to help understand and prioritise customers’ needs for the transition.

    Our Customer Energy Futures: Service Level Options Paper, currently out for consultation, explores options to address the challenges in accommodating new technologies, and support customer-led change and agency.

    If you haven’t already, you can share your views on how you’d prefer to use customer energy resources that can generate or store power until Friday 5 January 2024.

    Learn more and have your say




    Looking ahead

    The first few months of 2024 will see us testing and refining our draft business plan with customers, sharing what we’ve learnt through all our engagement so far and identifying price/service trade-offs for amongst our customers. We’ll submit our draft business plan in August 2024.

    Register to stay up to date and for your opportunity to contribute in the future.