Planning


We started creating our 2026-2031 business plan in 2021, with steps taken to review feedback and insights from the last regulatory period (which covers 2021-2026).

The intent of the Planning stage was to align our future proposal with the company vision, gather more evidence from customers to support decision making and ensure our engagement provides an opportunity for everyone to get involved.


Research

Some of the research commissioned and workshop held included:

  • Customer willingness to pay that explored how much customers – residential and business – were willing to pay for improved services in terms of flexibility, aesthetics, safety, reliability, environment, bushfire, communication, information accessibility
  • Digital Futures research with the Monash University’s Emerging Technologies Research Lab. This is a cutting-edge approach to energy forecasting
  • Climate change and network resilience which examined commitments, expectations, goals and aspirations for, and attitudes towards, climate change and network resilience
  • Flexible service offer optimisation engagement that examined the barriers and challenges to new tools that allow greater export of solar energy onto the grid
  • Internal ideation including an employee workshop to gather views on future services and products that customers may need
  • Customer experience research including an extensive survey that measured customer satisfaction with our services
  • Community roundtables in Mildura, Geelong, and Trentham.


Themes

This research helped us create four themes that informed the next phases of engagement. The four themes are:

  • Affordability and equity: keeping network tariffs and charges affordable and fair for all (particularly as customers choose to electrify their homes, businesses, and vehicles)
  • Energy transformation: how we can enable a clean energy future and the choices made by customers and communities to help reduce carbon emissions
  • Reliability and resilience: how we improve and sustain electricity services even as severe weather events impact our infrastructure
  • Customer experience: continually improving our customer services and communications and the ease of getting the information they need.


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Related


We started creating our 2026-2031 business plan in 2021, with steps taken to review feedback and insights from the last regulatory period (which covers 2021-2026).

The intent of the Planning stage was to align our future proposal with the company vision, gather more evidence from customers to support decision making and ensure our engagement provides an opportunity for everyone to get involved.


Research

Some of the research commissioned and workshop held included:

  • Customer willingness to pay that explored how much customers – residential and business – were willing to pay for improved services in terms of flexibility, aesthetics, safety, reliability, environment, bushfire, communication, information accessibility
  • Digital Futures research with the Monash University’s Emerging Technologies Research Lab. This is a cutting-edge approach to energy forecasting
  • Climate change and network resilience which examined commitments, expectations, goals and aspirations for, and attitudes towards, climate change and network resilience
  • Flexible service offer optimisation engagement that examined the barriers and challenges to new tools that allow greater export of solar energy onto the grid
  • Internal ideation including an employee workshop to gather views on future services and products that customers may need
  • Customer experience research including an extensive survey that measured customer satisfaction with our services
  • Community roundtables in Mildura, Geelong, and Trentham.


Themes

This research helped us create four themes that informed the next phases of engagement. The four themes are:

  • Affordability and equity: keeping network tariffs and charges affordable and fair for all (particularly as customers choose to electrify their homes, businesses, and vehicles)
  • Energy transformation: how we can enable a clean energy future and the choices made by customers and communities to help reduce carbon emissions
  • Reliability and resilience: how we improve and sustain electricity services even as severe weather events impact our infrastructure
  • Customer experience: continually improving our customer services and communications and the ease of getting the information they need.


Back to top

Back to Regulatory Reset main page


Related