In 2022 we partnered with CitiPower and United Energy to establish our Customer Advisory Panel (CAP). The purpose of the CAP is to be an advisor to the networks on engaging with customers and stakeholders and provide feedback on initiatives/proposals being considered by the networks. The CAP is independent and comprised of 11 members representing a broad spectrum of the community.

The most important initiative for the CAP is the regulatory reset, which proposes our investment program for 2026 to 2031.

In September 2024, we released our draft proposal for the period 2026-2031. The draft proposal was the culmination of three years of engagement with customers, stakeholders and the CAP.

The CAP has reviewed our draft proposal and has issued a report and a series of recommendations for incorporation in our final plans.

What the CAP told us

The CAP's report had several key messages for us to consider and action:

• There is much to commend in our extensive and sustained program of customer and stakeholder engagement.
• Further dialogue is required with large commercial and industrial customers to ensure their views are adequately considered in the final plans.
• The initial steps to engage with First People is warmly welcomed and the CAP wish to see this continue through 2025
• They welcome the emphasis on affordability underpinning the draft plan.
• There is a need for clearer connection between customers’ view and the relative weighting given to investment priorities.
• Further explanation is required on how we will cope with uncertainties arising from the energy transition.
• Whether the proposals are sufficiently ambitious in respect to addressing the lower levels of service experienced by rural customers given the scale of the challenges ahead, particular in terms of starting to tackle the lower levels of service experienced by rural customers.
• The need for a more strategic and holistic approach to vulnerability and more funding for the Customer Assistance Package.

Specific comments were also made in relation to service to rural/regional communities, vegetation management, tariff reform, community support officers (resilience) and vulnerable customers.

What we’re doing

We've accepted the CAP's recommendations and are actioning them for lodging our final proposal with the Australian Energy Regulator (AER) in January 2025. Actions we are taking include:

• ensuring our final plan more closely reflects the priorities of our customers and stakeholders
• managing the uncertainty of the energy transition through prudent use of risk mitigation tools
• extending our engagement with commercial and industrial customers and more clearly defining how the final plans relate to their needs
• upgrading and operationalising the Customer Assistance Package
• continuing to advocate with governments the need for tariff reform
• increasing investment in upgrading supply to rural and regional communities
• identifying further ways we can assist customers experiencing vulnerability.

Next steps

Once the final proposal is lodged, the AER will commence its own consultation on our final plans. To coincide with the release of the final proposal, the CAP will issue a further report that addresses the changes we have made to our final plan and further engagement we have undertaken since the draft plan.

To stay up to date, go to the Powercor Regulatory Reset project page and click +Follow to receive email updates.