Energy Charter REPORT 2018-19 CONTENTS This report covers the Energy Queensland Executive Introduction 3 Group’s (the Group’s) Energy Charter Our Approach to the Energy Charter 6 disclosures from 1 July 2018 to 30 June 2019. It reports the contribution of Energex Limited, Principle 1 Ergon Energy Corporation Limited, Ergon We will put customers at the centre of our business and the energy system 7 Energy Queensland Pty Ltd, and Yurika Pty Ltd.

Principle 2 This Energy Charter Report is on our website at We will improve energy affordability for customers 12 www.energyq.com.au/publications

Principle 3 We welcome feedback to help us improve We will provide energy safely, sustainably and reliably 17 our reporting. Comments can be directed to [email protected] Principle 4 We will improve the customer experience 22 In keeping with our commitment to connect respectfully with Aboriginal and Torres Principle 5 Strait Islander peoples and communities, we We will support customers facing vulnerable circumstances 25 acknowledge Aboriginal and Torres Strait Islander people as the first people of Australia and the Traditional Custodians of this land and its waters.

We pay our respects to Elders past, present and future for they hold the memories, the traditions, the culture and knowledge of Aboriginal Australia.

Energy Queensland - About us

Energy Queensland is the group of electricity distribution, retail and energy services businesses owned by the State of Queensland. As a Government Owned Corporation, we deliver electricity across Queensland through our ‘poles and wires’ businesses Energex and Ergon Energy Network. Our retailer, Ergon Energy Retail sells this electricity to customers throughout regional Queensland. These essential service activities are also supported by a range of innovative products and services delivered through our energy services, Yurika and other market brands. The Group, formed in June 2016, energises Queensland communities from Tweed River to Torres Strait and from Brisbane across to Birdsville.

2018-19 Energy Charter Report 2 Message from our Chairman and Acting CEO PHIL GARLING AND PETER SCOTT

On behalf of the Energy Queensland Board and Executives, we advocate for and embrace the changes required of us and the energy industry as a whole to better meet community and customer expectations and together, deliver energy for a better Australia.

The way we energise our communities, power have a strengthened capability and are in a After reflecting on our business activities and our homes, support our businesses and keep unique position to provide significant insight, initiatives we’ve evaluated them against the our economy moving is a story of constant experience and commitment to the delivery of Energy Charter Principles in Action. adaptation, progress and innovation. the Energy Charter. In doing so, we recognised where we’ve We’ve seen significant energy sector changes Since June 2016, Energy Queensland has been delivered positive outcomes, and then focused over the years in industry structure, energy working hard to shape our course and meet the on the gaps and opportunities where we can markets, and government regulation - with needs of our communities and customers now better meet the diversity of our customers’ communities and customers wanting to be part and into the future. needs. of that continuing transformation. We’ve been listening carefully through customer The overwhelming feedback we’ve received from In response to this increasingly customer-driven forums, workshops and engagement with our our leaders and people to date is one of genuine change, Energy Queensland signed up to the community groups across Queensland and we commitment to the Energy Charter. Energy Charter in January 2019. are integrating these insights into our decision On behalf of the Board and Executives, we making. We embrace this opportunity to collaborate with advocate for and embrace the changes others across the supply chain and to be part Through the process of preparing this, our required of us and the energy industry as a of a world-first energy industry framework to first Disclosure Report to the Accountability whole to better meet community and customer achieve the right outcomes for communities and Panel, we’ve taken the first step to embed the expectations. customers. Energy Charter into our business strategies and operations. We also acknowledge that as a Government Owned Corporation and portfolio business we

PHIL GARLING PETER SCOTT Chairman Acting CEO

2018-19 Energy Charter Report 3

Customer Council

As the Customer Council for Energy Queensland, Although, as highlighted in the report, there are We commit to continuing to work with Energy we welcome Energy Queensland being a many positive initiatives and programs in place, Queensland and hold Energy Queensland to signatory to the Energy Charter. we believe Energy Queensland needs to address account in realising the benefits the Energy weaknesses where they arise in every-day Charter can bring to the communities and We believe that the Energy Queensland Group service delivery operations to ensure services customers in Queensland that we represent and is making progress to align business strategy are delivered in an accurate and timely manner for whom we advocate. and operations with the principles in the so that Energy Queensland can build, or where Energy Charter as they seek to provide better required, rebuild trust. outcomes for customers in line with community expectations.

Customer Council Members

Gabriel O’Keeffe Chamber of Commerce and Industry Queensland

Andrew Barger Queensland Resources Council

Karin Swift Queenslanders with Disability Network

Georgina Davis Queensland Farmers Federation

Pamela Bessette-Guard City of Gold Coast

Michael Fullelove Local Government Association Queensland

Judene Andrews Uniting Care Queensland

Luke Reade Queensland Council of Social Service

Robyn Robinson Council on the Ageing

Colin Coverdale Small Business Association of Australia

Martin Zaltron Urban Development Institute of Australia (Queensland)

Anthony King Master Electricians Australia

2018-19 Energy Charter Report 4 Performance overview 2018-19

PERFORMANCE INDICATORS TARGET RESULT

Customer Index We continued to focus on the customer experience and met our target with some great results. We do, however, recognise ≥6.7 6.7 to deliver exceptional customer experiences we need to do better.

Customer Enablement Index CUSTOMER Our employees indicated they have a better understanding of our customers and feel more empowered to deliver for them ≥5.6 6.2 – the improvement from the previous year allowed us to exceed our target.

Minimum Service Standards Network performance met all but one of the 12 performance measures. There is more work required to improve reliability 100 % 92 % for our long rural customers.

Program of Works Delivery Index

COMMUNITY We delivered 94 per cent of the customer and business-initiated works program within our planned targets. ≥90 % 94 %

Employee Engagement Survey Results Our employee engagement score improved, while remaining short of our target as we continue to strive towards best

OUR ≥68 % 62 %

PEOPLE practice – the result is above the average for energy and utility businesses.

Total Recordable Injury Frequency Rate We outperformed our TRIFR target in 2018-19, following targeted initiatives in the previous year, including a ≤8.3 7.8 Musculosketal Injuries Action Plan and a Switching Performance Improvement initiative.

SAFETY Lost Time Injury Frequency Rate

WORKPLACE In 2018-19 we experienced a decrease of lost time injuries, meaning our people are safer at work. ≤2.4 2.1

2018-19 Energy Charter Report 5 Our Approach

Delivering on the Energy Charter requires transforming the way we do things to deliver better customer outcomes, a path Energy Queensland embarked on from the outset of its formation as a merged entity in 2016. - Peter Scott, Acting CEO

The formation of Energy Queensland was a In this context, we participated in embedded into our internal Customer response to the need for a stronger focus on the development of the Energy Charter in Strategy and Insights Council and Customer delivering better outcomes for customers. This recognition of the momentous impact Experience Network. is evident in the creation of customer functions industry collaboration and advocacy for both centralised and embedded in business units change, led by Chief Executive Officers of In alignment with our process around significant as part of our organisational structure. organisations, has within the energy supply change and customer-decision making, prior to chain. submission we shared this Disclosure Report Guiding these functions is our Customer with our Customer Council, a group of Strategy 2018-20 supported by a Customer We have integrated the Energy Charter into external stakeholders and customer advocacy Experience Roadmap, a three-year program of our organisational narrative and the groups acting on behalf of customer interests. activities geared toward cultural and deliverables for Energy Queensland’s operational change to embed customer-focused Customer Advocate, Strategy and Insights This Report complements our Annual Report. decision making. team. It is prepared and governed in a similar way whereby our Board, Executive Leadership Central to this goal was the formation of our The Principles in Action advance our Customer Team, and Government stakeholders review and internal Customer Strategy and Insights Council Strategy goal by providing clarity on what our approve prior to submission, and by doing so and Customer Experience Network at General business units should be collectively striving to acknowledge and support continued imple- Manager (Level 2) and Manager levels (Level 3 achieve. mentation of activities to improve customer and 4) respectively, with the role of representing outcomes, in alignment with the Energy Charter the customer in their business units and In July and August 2019, a series of workshops Principles in Action. collaborating to overcome pain points and across Queensland asked our employees to deliver a seamless customer experience. contribute to this report. Additionally, each work- For more information and details in relation to shop focused on understanding the role, gaps our Key Performance Indicators and operations, The recent elevation of the customer and opportunities in delivering on the Principles please view the latest Annual Report at function to an Executive General Manager in Action for a specific business unit. www.energyq.com.au of Community, Customer and Corporate Affairs demonstrates our further Key outcomes included articulating the commitment to making better customer-focused traits of a customer-centric culture and decisions. integration of the Energy Charter into our business planning process, with advocacy

2018-19 Energy Charter Report 6 Principle 1 We will put customers at the centre of our business and the energy system

With our business delivering products and Experience, and our Customer Experience (Customer Enablement Index). services across the energy supply chain, it is Roadmap, which provides a framework to embed These measures demonstrate the critical role our critical that we have a strong organisational customer-focused decision making. employees’ experiences have on our customers’ culture that focuses on making decisions that The framework implements governance, systems experience. produce better customer outcomes in line with and processes to grow a customer-focused community expectations. culture measurable through our Corporate In April 2018, our Board approved our 2018-20 Performance Indicators for customer experience Customer Strategy: Focusing on the Customer (Customer Index) and employee experience

Case Study 1 Key Performance Indicators - Customer

Energy Queensland has two Corporate Key The Customer Enablement Index measures encompasses 17 customer service interaction Performance Indicators to drive customer customer culture within the Group and touchpoints across eight customer groups. outcomes, being the Customer Index and the provides our people an opportunity to offer A notable improvement was the introduction of Customer Enablement Index. their insights on the customer experience. In an automated close-the-loop system enabling 2018-19, the Customer Enablement Index The Customer Index is based on our Voice of employees to directly contact customers post- comprised of four key questions in the annual the Customer program where we annually survey, which gives teams an opportunity to Employee Engagement Survey (conducted by an survey around 15,000 customers to record and listen with empathy and respond to improve. independent third party). report on their respective interactions with us. Work continues on improving analysis of Customer Index results are reported monthly While measures have been met, the need for customer comments to identify areas of and annually to the Energy Queensland Board, continuous improvement has been recognised improvement. internal Customer Strategy and Insights Council for both customer metrics and work is underway. and Customer Experience Network. In 2018-19 the Customer Index was extended to the four brands across the Group, and now

2018-19 Energy Charter Report 7 Case Study 2 Customer issues and complaints reporting

We recognise there is a significant need to build Compliance Committee members, reports are improvement activities and opportunities. trust, be accountable and increase transparency tabled at Energy Queensland Board meetings. Through these reports, Board members are of customer issues. The reporting includes qualitative insight on given direct access to the operational barriers While we have always relied on our complaints community and customer issues being managed constraining employees from delivering good processes within each our our brands, to within the organisation, and a quantitative quality customer outcomes, and can act better manage our customer experiences, in report of customer complaints across the Group. accordingly. 2018 we enhanced our governance to include In addition, the report includes case studies regular reporting to our Risk and Compliance detailing customer experiences and outcomes, Committee. Following evaluation by Risk and as well as business responses and continuous

Case Study 3 Stand Alone Power Systems

In alignment with our Future Grid Roadmap we Providing cost-effective and reliable electricity lower the cost of providing energy services in the have initiated a project ‘Transforming Supply supply in remote locations is challenging and future. for our Fringe of Grid Customers’. The project is as the network comes to the end of its life, The current regulatory framework does not allow focused on rural and remote customers supplied alternative future supply options are being distributors to disconnect customers from the by Single Wire Earth Return networks. investigated. grid and supply them by Stand Alone Power Energy Queensland is working with Queensland Stand Alone Power Systems is one of our Systems. Government, customers, communities and other initiatives focused on different supply models for In May 2019, the Australian Energy stakeholders to develop transition strategies our fringe-of-grid customers. The Stand Alone Market Commission released a final report and business models that ensure our customers Power Systems typically include renewable recommending that the regulatory framework continue to have access to safe, secure, generation (predominately solar PV), battery should be changed to allow distributors to affordable, reliable and efficient energy supply storage with back-up diesel generation. supply customers by Stand Alone Power solutions. Advances in battery management systems and Systems where it is more cost efficient to do so, We have approximately 65,000 kilometres reductions in the cost of battery technologies are compared to a traditional network solution. of Single Wire Earth Return lines, one of the enabling Stand Alone Power Systems to become We continue to advocate and work with largest Single Wire Earth Return networks in the increasingly economically viable compared to regulatory bodies to deliver community and world supplying only 4 per cent of Ergon Energy traditional network supply, by poles and wires, in customer focused energy supply solutions. Network’s customers. The majority of the Single remote locations. Wire Earth Return network was installed in the We are trialling Stand Alone Power Systems as These technologies will improve individual 1970’s and 1980’s and is located in western an alternative to network supply for individual customer experiences, particularly for remote Queensland where it is sparsely populated. customers supplied by long Single Wire Earth customers who are supplied electricity over long Return lines and exploring the long-term distances, whilst providing the opportunity to opportunities Stand Alone Power Systems may provide for our customers.

2018-19 Energy Charter Report 8 Customer Principle in outcomes Action 2018-19 Activity Evidence

1.1 Have a Board • Direct Board • Through 2018-19, we continuously measured the The Board have encouraged a number of that actively advocacy has led customer experience through the Customer Index and strategies and frameworks that drive a oversees the to a culture that reported results monthly to the Board and Executives. customer focused culture: business’ supports and We also met our end of year target for customer • Vision, Purpose and Values (Energy culture so as actively seeks experience. Queensland) customer feedback to be aligned • In October 2018, we commenced regular reporting • Monthly Performance Reports (Energy as part of the with Energy on customer issues and complaints to the Risk and Queensland) Charter decision-making Compliance Committee, including case studies, to • Monthly Retail Business Unit Reports Principles. process, leading to increase transparency of operations and customer (Ergon Energy Retail) improved customer impacts. experience • Customer Issues and Complaints Reporting • Customer engagement opportunities are a regular part (Energy Queensland) of the role of our Energy Queensland Board members. • 2018-2020 Energy Queensland Customer • In recognition of the importance of customers to our Strategy: Focusing on Customer Experience organisation, the Energy Queensland Board created a and Customer Experience Roadmap (Energy new position for Community, Customer and Corporate Queensland) Affairs at the Executive General Manager level. • 2018-2020 Community Strategy (Energy Queensland) • Regulatory Proposal - Tariff Structure Statement Working Group Summary Reports available on Talking Energy (Energex and Ergon Energy Network) • Energy Queensland Annual Report for Customer Index and Customer Enablement Index results (Energy Queensland) • Energy Queensland Board involvement in Customer Engagement Activities (Energy Queensland)

1.2 Have • Customer needs • The Customer Index and Customer Enablement Index, • Customer Strategy and Insights Council management and expectations which tracks our customer culture, continued to be meeting agendas and presentations (Energy operationally drive business corporate Key Performance Indicators that were used Queensland) accountable decision-making in performance agreements to drive strong customer • Customer Experience Network agendas and for and practices outcomes across all of Energy Queensland. presentations (Energy Queensland) improving embedding a • Work continued on the Energy Queensland • Energy Queensland Business Plan and the customer ‘customer at Transformation Program - identifying critical packages Business Unit Plans incorporating customer experience in the centre’ to deliver for Customer, Community and Culture. and community objectives (Energy interacting with the culture. • The Executive Leadership Team collaborated to build the Queensland) business concept of ‘Electric Life’, which provides a future vision • Executive General Manager, Community, of the role energy will play in customers’ futures and Customer and Corporate Affairs provides employees with a future focus to aspire to. performance agreement (Energy • We exceeded our 2018-19 target for the Customer Queensland) Enablement Index, which measures customer culture • General Manager, Community and amongst our people and identifies opportunities for Customer Strategy performance agreement improvement in customer experience. (Energy Queensland) • Quarterly Customer Insights Forum (Ergon Energy Retail) • Board, Executive Leadership Team and Senior Leadership Team taking the lead and setting the example in customer engagement forums (Energy Queensland)

2018-19 Energy Charter Report 9 Customer outcomes Principle in Action 2018-19 Activity Evidence

1.3 Ensure their • Customers • Our performance indicators are linked to customer and • Success Factors - Performance Agreement work force is experience community outcomes and remuneration. Framework incorporating SKILLED (Safe, engaged and improved service • In November 2018-2019, the Ignite Energy Queensland Knowledgeable, Innovative, Leading, incentives outcomes program was launched, which enabled our people to Listening, Engaged, Diverse) values, are aligned be recognised and rewarded for delivering improved behaviours, development plans (Energy to drive customer outcomes. Queensland) positive • At Ergon Energy Retail, we continued our tradition • Chief Executive Officer, Executive General customer to recognise our top performing people in relation Manager and General Manager bonuses outcomes. to customer outcomes and reward them with the are linked to achieving corporate Key opportunity to attend customer events. Performance Indicators including those relating to customer (Energy Queensland) • Business Plan and Business Unit Plans incorporating customer objectives (Energy Queensland) • Local Heroes Awards (Ergon Energy Retail)

1.4 Have robust • Community and • Members of the Board, Executive Leadership and Senior • Board Stakeholder Engagement Register processes to customer needs Leadership teams, engage directly with customers (Energy Queensland) determine and expectations across the State, including visiting customer premises • Energy Queensland and Distribution customer and influence decision and attending customer forums such as our Regulatory Network Service Provider Board customer community making Proposal – Tariff Structure Statement Working Group, site visits (Energy Queensland) Regional Forums, Agriculture Forum and Major needs and be • Customer benefits • Community Profile Overviews (Energy Customer Forum providing insights directly to decision- accountable are considered as Queensland) on how part of investment makers in the Group. • Brand research and qualitative business feedback projects • The Community Strategy team developed 17 customer research (Energy Queensland) has been • Decisions are Community Overview profiles providing Energy • Internal Customer Strategy and Insights considered considered as Queensland senior managers and our people with an Council meetings (Energy Queensland) and part of the overall understanding of Queensland communities and their incorporated customer service needs by geographical boundaries. • Major Customer, Agriculture, Developer, into decision delivery chain • General Managers from across the business meet and Energy Academy (electrical industry making. regularly to discuss the Customer Index results and partners) Forums (Energy Queensland) action insights within their own teams. • 2020-2025 Draft Regulatory Proposal for • We continued to implement improvements to our Australian Energy Regulator and Tariff engagement forums, including aligning Energex and Structure Statement 2020-25 (Energex and Ergon Energy Roadshows. Ergon Energy Network) • We introduced customer personas and customer • Customer research for 2020-25 Regulatory experience journey mapping across Energy Queensland Proposals and Tariff Structure Statements as a better way to understand customer needs and (Energex and Ergon Energy Network) improve customer experiences. • Queensland Household Energy Survey 2018 • As part of our research program to inform Energex’s and report and presentations (Energex and Ergon Energy Network’s 2020-2025 Draft Regulatory Ergon Energy Network) Proposals for the Australian Energy Regulator, we undertook extensive research into understanding customer needs and expectations. • We undertook the 2018 Queensland Household Energy Survey to obtain a measure of customer behaviours in relation to energy use and their likely future requirements and used these insights to inform strategic decisions.

2018-19 Energy Charter Report 10 Customer outcomes Principle in Action 2018-19 Activity Evidence

1.5 Demonstrate • Business customers • Through our Innovation Pipeline, several customer • Presentations to, Minutes a culture of provided with energy focused initiatives were piloted. and Reports from Agriculture, innovation and management solutions • We launched new energy solutions through Energex Developers, Major Customer collaboration • Network investment and Ergon Energy Network in collaboration with and Energy Academy (electrical for positive and tariff designs better industry partners to help more customers manage their industry partners) Forums. customer reflect customers’ air-conditioning use. (Energy Queensland) outcomes, desired outcomes • We shared customer research publicly, with Government • Information shared via Talking including • Specific residential and and key stakeholders to assist in collaborative and Energy website including through the business customer issues informed customer-focused decision making. Queensland Household Energy sharing of Survey 2018 and Regulatory identified and explored • Through Community Leader forums and customer insights with Proposal-Tariff Structure forums held across Queensland, we sought customer government, Statement Summary Reports feedback as part of the decision-making process for our research (Energex and Ergon Energy Regulatory proposals 2020-2025 and Tariff Structure institutions Network) Statements 2020-25 for Energex and Ergon Energy and across the Network. • Customer Council Charter, supply chain, agendas, presentations and • We continued to work with Queensland Government as well as joint minutes (Energy Queensland) advocacy on departments on energy use in remote areas that • Engagement with Queensland regulatory, aligned with customer preferences by replacing diesel Government departments on policy and generators with solar and battery systems, and work energy use in remote areas and operational towards regulatory change to support customer card operated meter projects issues. preferences. (Ergon Energy Retail) • Initiatives including Solar Enablement Initiative and Energy Savvy Families (Ergon Energy Retail) • PeakSmart air-conditioning program (Energex and Ergon Energy Network) • Isolated Systems - Bamaga, Mapoon, Pormpuraaaw and Doomadgee (Ergon Energy Network)

Continuous • Launch of Energy Queensland’s first segmentation for residential and business customers based on improvement understanding customers’ needs and build customer strategies. (Energy Queensland) for the Principle • Deliver Energy Savvy Families 2 – learn more about digital meters and how to influence customer behavior – expected (Ergon Energy Retail) focus areas for • Continue to work with Government to change regulations around connection requirements to enable July 2019 - June innovation for new electricity supply solutions delivering more balanced outcomes. (Yurika) 2020 • Continue to work with government and other key stakeholders to develop regulations for Electric Vehicle charging. (Energy Queensland) • Area Managers will be trained in community consultation (Energex and Ergon Energy Network). • Outworking of our Stakeholder Materiality Assessment to collaboratively address key stakeholder and community issues. (Energy Queensland) • Build on the results of the Western Grid Project Stand Alone Power Systems Trials. (Energy Queensland and Ergon Energy Network)

2018-19 Energy Charter Report 11 Principle 2 We will improve energy affordability for customers

Through extensive engagement activities, we Yurika delivers cost-effective energy solutions new technologies for our customers to take understand that affordability and energy prices and metering tailored to business customers. advantage of renewables, batteries and smart continue to be the primary concern for the technologies. Ergon Energy Retail continues to develop vast majority of our residential and business products and services that help customers The opportunity to work collaboratively across customers. to manage their energy use, and address the energy supply chain via the Energy Charter As an essential service, we recognise our role affordability. Better Together Initiative on Tariff Reform in delivering affordable energy solutions for provides further opportunity for an industry-wide Energex and Ergon Energy Network are also customers. response to improving energy affordability. improving network management through

Case Study 4

EasyPay

Our customers told us they wanted choice in the Part of the Queensland Government’s Affordable Residential customers access $75 and way they paid their bills, so Ergon Energy Retail Energy Plan, EasyPay Rewards provides business customers $120 in annual began offering EasyPay Rewards in November customers surety of their energy payments. rewards when they sign up for the 2017. product. The product is a combination of direct debit, EasyPay Rewards offers our customers a simple email billing and smooth-pay that provides a Customers have provided positive feedback on and convenient way to manage their electricity set-and-forget service to help customers better EasyPay Rewards and there has been increased bills and rewards them for helping Retail reduce manage their household budgets. uptake in 2018-19. We plan to extend EasyPay the cost-to-serve. to our hardship customers in 2019-20. Case Study 5

Energy Savvy Families

Many low-income households have told us Energy, Queensland Council of Social Service and can set notifications for when they are reaching that paying their bills can be difficult and CitySmart to provide low-income families across the limit of their budget and smaller more technologies such as digital meters and devices regional Queensland an opportunity to better manageable monthly billing makes payments to track energy usage are out of reach. The balance their household budgets by giving them easier. Energy Savvy champions are also on hand Energy Savvy Families program, is making a greater choice and control on how and when to provide support and advice for families. difference for these customers by providing they use their energy. As at 30 June 2019, a total of 3,009 customers technology and support to help better manage Using the HomeSmart Savvy portal on their had received a digital meter under the program. these challenges. computer, tablet or smartphone, families can Led by Ergon Energy Retail, the Energy Savvy review their electricity use daily and can see how Families is a partnership with the Queensland it’s tracking over the longer-term with access to Department of Natural Resources, Mines and weekly, monthly and annual reports. Customers

2018-19 Energy Charter Report 12 Case Study 6

Regulatory Proposal and Tariff Structure Statement Consultation

During 2018-19, for both Energex and strong, due to good quality discussions and • Consistent and timely communication. Ergon Energy Network, we sought the opinions stakeholder management. and ideas of customer and stakeholders through • Provide further customer impact analysis an intensive engagement program to develop A key customer outcome we are proposing to assist stakeholders in assessing the our draft Regulatory Proposals and Tariff Struc- includes a 10 per cent reduction on the network proposed tariffs. ture Statements. component of the average customers’ bill. • Guide the engagement sessions to ensure We appreciate and acknowledge the feedback In addition to the Regulatory Proposals, we all attendees can provide feedback and provided by our customers and stakeholders, and engaged on the development of our Tariff contribute to the overall purpose. are working to improve the way we engage with Structure Statements for both of Energex and our customers and stakeholders to in turn deliver Ergon Energy Network with the goal of develop- We are also working closely with the Australian better customer outcomes. ing new more cost reflective tariffs that provide Energy Regulator and following customers with choice and greater affordability. recommendations to work with third parties As we commenced our engagement there were such as the University of New South Wales, very early indications from our customers they While similar engagement techniques were to develop models to demonstrate potential tariff were expecting a commitment to price reduc- used for this consultation, our customers and impacts on customers’ bills. tions to assist with affordability from the outset. stakeholders have communicated we have not We collaborated with our Regulatory Proposal – met their expectations for this process. We have also engaged CitySmart to assist in Tariff Structure Statement Working Group to ex- developing a customer education campaign to plore areas of potential savings and incorporated Our customers have highlighted a number of make it easier for customers to better this into our Draft Regulatory Proposals 2020-25 opportunities for improvement, including: understand our proposed tariffs and develop (Energex and Ergon Energy Network) the tools they require to make informed tariff • More engagement around changing choices. Feedback commented on the quality and variety tariffs with customer friendly explanations. of the customer engagement forums and brought about new ways of thinking. • Consistent terminology to describe the same tariffs. While we learned for areas of improvement along the way, including earlier engagement of • Provide pre-reading material in a more project resources, on the whole, customers timely manner to allow sufficient preparation believed the quality of the submission was for engagement discussions.

2018-19 Energy Charter Report 13 Customer outcomes Principle in Action 2018-19 Activity Evidence

2.1 Ensure that investment, • Lowering the cost of • Customer Benefits are required to be • Business Case Templates (Energy commercial and delivering electricity outlined in Energy Queensland Business Queensland) operational decisions are • Customers receive Templates. • Our Regulatory Proposals 2020- cost efficient, and explain products and services of • At Energex and Ergon Energy Network, we 2025 (Energex and Ergon Energy how customers benefit value aligned connections’ processes to deliver Network) from these decisions. consistent customer experiences and • Connections process increased efficiencies. improvements (Energex and Ergon • We delivered the Distribution Virtual Energy Network) Contact Centre meaning all contact centres • Program Supervision and can take all calls from customers on behalf Scheduling Project (Energex and of either Energex or Ergon Energy Network. Ergon Energy Network) • Energex and Ergon Energy Network • Aligned Geographic Information implemented the delivery of bundled work Systems (Energex and Ergon – incorporating regulated and unregulated Energy Network) work requests contracted by Yurika, • Distribution Virtual Contact Energex and Ergon Energy Network to Centre Project Management lower the cost of service provision. Plan (Energex and Ergon Energy • At Ergon Energy Retail, we optimised Network) processes to increase first call resolution • Retail Customer Experience and make it easier and more efficient for Project Phase 1 Benefits customers. realisation (Ergon Energy Retail) • We aligned the network scheduling • Digital Enablement Program processes, control centre systems and Business Case (Ergon Energy processes to deliver efficiencies to Retail) lower the cost of delivering electricity to customers.

2.2 Offer customers energy • Choices to help • The application process for Energex and • PeakSmart Air-conditioning deals that best meet customers afford and Ergon Energy’s Demand Management Program (Energex and Ergon their needs, supported manage their electricity Program was revised and improvements Energy Network) by effective tools and bills implemented to make it easier for • Draft Tariff Structure Statements incentives for customers to customers to benefit from the Program. (Energex and Ergon Energy manage their energy use • Work commenced on Energex and Ergon Network) and cost. Energy Network tariff reform through the • Energy Savvy Phase 1 and Phase Tariff Structure Statements to make tariffs 2, EasyPay, Energy Analysis via My easier to understand and provide options Account (Ergon Energy Retail) to benefit customers. • Ergon Energy Retail’s customers were provided access to detailed information on their energy consumption and tailored advice on how to manage energy through Energy Analysis, which is incorporated into My Account, Ergon Energy Retail’s customer portal. • Ergon Energy Retail rolled-out EasyPay, providing customers with options to make it easier to manage paying their energy bills.

2018-19 Energy Charter Report 14 Customer outcomes Principle in Action 2018-19 Activity Evidence

2.3 Work • Lowering the cost • We demonstrated our commitment to • Signatory to Energy Charter (Energy cooperatively of electricity for customers as one of the first signatories to the Queensland) across the customers Energy Charter and signed up to several Better • Energy Charter Better Together Initiatives supply chain Together Initiatives. (Energy Queensland) and with other • Within Energex and Ergon Energy Network, • Distribution Improvement Forums (Energex and stakeholders our Distribution Improvement Forums Ergon Energy Network) to improve continued to meet regularly to identify • The Hot-House (Network’s Improvement Forum) affordability customer service failures within the delivery of where managers and teams collaborate on over the short network solutions to customers and to design improvements to customer experience (Energex and long term. and deliver solutions to increase efficiencies. and Ergon Energy Network) • The Energex and Ergon Energy Network • Customer Market Operations Improvement Customer Market and Operations Team Program of Work (Energex and Ergon Energy implemented the ‘Hot-House’ an internal Network) forum focused on identifying improvement opportunities in a collaborative environment • Asset Owners Dividend and Solar on Public and adding those to the Customer Market Housing (Ergon Energy Retail) Operations Improvement Program of Work. • Power card roll-out (Ergon Energy Network, • At Ergon Energy Retail, we rolled-out two Ergon Energy Retail) payments of the Asset Owners Dividend, on • Collaboration with the Department of Housing behalf of the Queensland State Government. and Public Works, Department of Natural • At Energex and Ergon Energy Network, we Resources, Mines, and Energy, to trial solar on delivered the Energy Efficiency Appliance public housing to enable eligible public housing Program where customers were offered an tenants in government-owned houses to incentive to replace white goods with more access the benefits of roof-top solar power and energy efficient appliances. overcome barriers to installing solar PV. (Ergon Energy Retail, Ergon Energy Network ,Yurika) • Ergon Energy Network and Ergon Energy Retail jointly rolled-out a power card for customers in isolated communities enabling easy access to energy rebates.

2.4 Innovate • Improved products • At Yurika, we launched the Smart Connected • Smart Connected Solar (Yurika) to deliver and services available Solar package and Virtual Power Plant • Agriculture Demand Management Trial (Ergon competitive in keeping with providing commercial customers tailored Energy Network) customers’ changing energy solutions to help manage their energy energy • Large Customer Adjustment Program (Ergon needs bills and improve environmental outcomes. solutions for Energy Network) business and • At Energex and Ergon Energy network we • Large Customer Adjustment Trial audits (Ergon residential continued to deliver the Large Customer Energy Network) customers. Adjustment Program, Large Customer Adjustment Trial audits and the Agriculture • Energy Savvy Families (Ergon Energy Retail) Demand Management Trial to assist large • Virtual Power Plant (Yurika) business customers prepare for new tariff • Sunny Savers Program (Ergon Energy Retail) arrangements. • At Ergon Energy Retail, we offer residential and business customers a solar feed-in-tariff, and an energy portal enables customers to more easily manage their bills.

2018-19 Energy Charter Report 15 Customer outcomes Principle in Action 2018-19 Activity Evidence

2.5 Advocate • Lowering the cost • In response to customer feedback during the • Our Regulatory Proposals 2020-2025 (Energex on behalf of of electricity for engagement for the next regulatory period and Ergon Energy Network) customers customers for Energex and Ergon Energy Network, we • Australian Energy Market Operator Working to improve proposed on average a 10 per cent saving on Group (Energex and Ergon Energy Network and energy network tariffs in our Regulatory Proposals Ergon Energy Retail) 2020-2025. affordability • Australian Energy Market Operator Working through • At Australian Energy Market Operator and Group and AEMC Working Group (Energex and engagement Australian Energy Market Commission Ergon Energy Network and Ergon Energy Retail) in regulatory Working Groups, representatives from our and policy networks and Ergon Energy Retail continued processes. to champion customer outcomes around affordability.

Continuous • Continued work on Energex’s and Ergon Energy Network’s Tariff Structure Statements will respond to customer Improvement feedback to provide better modelling and evaluation of customer impacts to assist customer advocates in for the providing informed feedback for our consideration. (Energex and Ergon Energy Network) Principle – • In 2020, the Energex and Ergon Energy Network will commence outworking the Australian Energy Regulatory expected focus Determination, working toward the proposed 10 per cent average reduction in network costs. (Energex and areas for July Ergon Energy Network) 2019 - June • Work has commenced at Energex and Ergon Energy Network to unify our geo-spatial systems, which will 2020 equip employees with the same design tools, processes and standards for a consistent customer experience; in addition improving ease of access for information through a single source for customers, as well as lowering costs through single systems. (Energex and Ergon Energy Network) • Implement the Dynamic Customer Solutions, delivering more efficiencies to further place downward pressures on the cost of electricity distribution. (Energex and Ergon Energy Network) • Efficiencies from Energex’s and Ergon Energy’s programming, scheduling and supervision program will be realised (Energex and Ergon Energy Network) • We will deliver Phase 2 of Energy Savvy Families, to further improve outcomes for vulnerable customers. (Ergon Energy Retail) • We are planning to run a trial of home energy management systems through the Market-Delivered Demand Response Pilot to explore and quantify customer, network and aggregator benefits. (Energex and Ergon Energy Network)

2018-19 Energy Charter Report 16 Principle 3 We will provide energy safely, sustainably and reliably

At Energy Queensland, our purpose is to safely continue to be the most important factors in a large-scale wind and solar farm customers. deliver secure and sustainable energy solutions responsible energy organisation, the growing For our remote communities in regional and far with our communities and customers. The safety customer preference for cleaner energy solutions north areas of the mainland and surrounding of our customers, communities and our people is undeniable. In our core role of enabling island communities, we are advancing towards continues to be our priority, requiring due focus our communities and customers to have safe, new, more sustainable ways of delivering safe and investment, particularly in maintaining safe sustainable and reliable energy solutions, we’re and reliable energy solutions. Internally, we networks. driving innovation to think more about energy continue to seek to be a strong corporate citizen solutions, rather than connections. In addition, we continue to strive to meet and also look for ways to reduce our own customers’ expectations on reliability, while Across the board, we’ve committed to enabling environmental footprint. recognising the role we have in delivering the connections of renewable energy to our affordable energy. While we recognise these networks, from the residential home customer to Case Study 7

Community safety

During the year, there were 694 community To further support safe behaviours in the air and Our new community safety campaign ‘Take electrical safety incidents across Queensland on the ground, we released the Look up and care, stay line aware’ launched in September involving contact with our network. While these Live mapping tool. This online mapping tool 2018. figures decreased from 760 the year prior, pinpoints the location of more than 178,000 we continue to target our community safety kilometres of powerlines and 1.7 million poles The state-wide advertising focuses on powerline campaign efforts to minimise harm. across the state. safety messaging in regard to high risk areas such as storm and cyclone safety, industry safety, Most incidents recorded during 2018-19 were Already proving valuable, the tool has been and motor vehicle safety. The campaign has motor vehicle and road transport accidents embraced by many sectors including aviation, been rolled-out across television, radio, however, building and construction, vegetation construction, transport and the agricultural traditional and social media, cinema and digital management, agriculture and earthmoving industry and provides maps of critical channels. industries recorded high incident numbers. These infrastructure and clearance zones of electrical identified at-risk sectors continue to be a focus assets nearby. The tool was also recognised by with targeted communications and engagements the Aerial Application Association of Australia’s planned for 2019-20. Leland Snow award for innovation.

2018-19 Energy Charter Report 17 Case Study 8

Electric vehicle superhighway

Recent studies have shown an increase in the The charging stations, located from Cairns to Phase one of the Queensland Electric Vehicle uptake of electric vehicles in Queensland with Coolangatta and west to Toowoomba, use Superhighway commenced operation in June further significant uptake expected from 2020 green energy, either through direct green energy 2017 and has 17 electric vehicle fast charging and continuing to climb over the coming years. credits or offsets, making them a carbon-neutral stations. and pollutant-free transport option. An electric Yurika, our energy services business, owns and Phase two is being developed with a further 14 vehicle fully recharged by solar can save 2.7 to operates the largest electric vehicle (EV) fast fast charging stations planned to assist customer 3.8 tonnes of greenhouse gas emissions annually charging network in Australia in the Queensland transition transport options with new and when compared to a fossil fuel vehicle (driving Electric Vehicle Superhighway, with the aim of emerging technologies. 15,000 kilometres per year). supporting customer adoption of electric vehicles in Queensland.

Case Study 9

Power reliability for dairy farmers

Following the February 2019 storms, two dairies the impacted customers on the 1300 number On behalf of dairy farmers, the Queensland in regional Queensland lost power as a shed provided, however, were unable to get through. Farmers Federation have communicated the had taken down powerlines delivering supply to Furthermore, access to this information became needs of these customers as “honest timeframes these properties. constrained over time as mobile phones and for reconnection of services to manage animal computers were unable to be charged. welfare issues and decide if back-up power At the time, the communication from Ergon generation is necessary”. Energy Network advised customers power would The extended period without power had be restored in 2-3 hours upon each customer economic and welfare implications; if there is no Following this event, dairies have now been enquiry. Despite this, our Outage Finder power for around 18 hours, milk quality can be prioritised for communication and re-establishing tool on the Ergon Energy website indicated comprised. Most dairy farmers are in south east supply after an event. We are also working with customers had power supply. In addition, the Queensland, where power outages generally are industry on the importance of business continuity Queensland Dairy Organisation attempted to fixed within 12 hours. plans. contact Ergon Energy Network on behalf of

2018-19 Energy Charter Report 18 Case Study 10

Lockhart River

Communities in remote areas have been telling around 10 per cent of the local community’s • The project is also expected to reduce us they would like to increase their renewable energy needs are now powered by the sun. the Government subsidy required to supply energy options and work together to reduce affordable electricity to isolated communities. Other community and customer benefits include: their reliance on diesel fuel. Ergon Energy Network and Yurika will take some • Installing the solar arrays directly onto existing In 2018, we worked collaboratively with the of the learnings and apply energy solutions to rooftops reducing the amount of community land Department of Natural Resources, Mines and Doomadgee, Mapoon, Bamaga and Pormpuraaw needed for infrastructure. Energy, the Department of Housing and Public communities. Works, Ergon Energy Retail and Yurika, to deliver • Diesel fuel savings of 1,629 kilolitres. the Lockhart River Solar Project. • A reduction in greenhouse gas emissions of The trial project resulted in the installation of 4,395 tCO2e. a 200kW rooftop solar farm installed at four government-owned buildings. With the support • A significant reduction in electricity costs for of a 16.9kW battery energy storage system, the Lockhart River community. Case Study 11

The Future Grid Roadmap

Our Energy Queensland Future Grid Roadmap economic value and to help reduce greenhouse identified in the Roadmap, due to commence in provides the business strategy and operational gas emissions). late 2019, will result in a secure and reliable requirements to support the shift to a cleaner electricity supply with improved affordability. energy system, and empowers customers with The Roadmap articulates our response to this greater choice, control and autonomy while challenge by providing a long-term plan for Delivery of the initiatives will require significant enjoying the benefits and security of a grid the network to achieve this, primarily through collaboration across the business, as well as connection. improved connection, integration of customer ongoing consultation with customers. distributed energy resources. Through the Future Grid Roadmap, customers The future of the energy ecosystem is also with distributed energy resources will be able to The Roadmap was finalised in late 2018 uncertain, so flexibility to adopt different extract more value from their investment, while following significant internal engagement, approaches or ways of thinking will be required customers without distributed energy resources as well as consultation with our external in coming years as the network evolves. will benefit from downward pressure on network Customer Council and Regulatory Proposal – prices. Tariff Structure Statement Working Group as part of the Australian Energy Regulator The Roadmap responds to community interest on regulatory determination process. Early how we’re modernising the network to achieve engagement and input from key greater efficiencies and reduce costs overall, stakeholders contributed to this outcome. and to support renewables (to both deliver Successful deployment of the initiatives

2018-19 Energy Charter Report 19 Customer outcomes Principle in Action 2018-19 Activity Evidence

3.1 Maintain the highest • Our people, communities • We continued to uphold safety as our • SKILLED Values (Safe, standards of safety and customers are kept priority through the incorporation of Knowlegable, Innovative, Leading, for their people, the as safe as possible safety measures in our Corporate Key Listening, Engaged, Diverse)– community and the around and when using Performance Indicators Safety first (Energy Queensland) environment. the network and energy • The Take Care, Stay Line Aware campaign • Our Workplace Safety measures solutions was launched on behalf of Energex and (Energy Queensland) • Our communities and Ergon Energy Network, using a concept • Minimum Service Standards customers are aware of that was translated into tailored messages (Energex and Ergon Energy the dangers of electricity for customer groups including residential Network) and agriculture customers. • HazChat, Incident Management • Safety continued to be our organisational Framework (Energex and Ergon priority, demonstrated by the roll-out of Energy Network) Safety is Defence to all employees, the Safe • Line Aware Campaign (Energex Entry Policy and Safety as the first agenda and Ergon Energy Network) item for team meetings. • Community Safety Plans (Energex • We supported the mental health of and Ergon Energy Network) employees through our roll-out of Mates in Energy across Energy Queensland. • Safety Heroes Schools Program (Energy Queensland) • Through a trial with a third party energy company, Energex and Ergon Energy • Safety is Defence (Energex and Network piloted a device in customers’ Ergon Energy Network) meter boxes with the aim to ensure the • Safe Entry Policy (Energy continued delivery of safe energy to Queensland) customers. • Environmental Standards/ • Our Regulatory Proposal-Tariff Structure Obligations/policies and reporting Statement Working Group and other breaches (Energy Queensland) customer and stakeholder engagement • Mates In Energy (Energy forums relating to our Regulatory Proposals Queensland) 2020-25 investment plans. • Redback Network Monitoring Trial (Ergon Energy Network)

3.2 Engage with customers • Ensuring customers • At Energex and Ergon Energy Network, we • Our Engagement Plan relating to and the community on are kept informed continued to engage with customers to our Draft Regulatory Proposals investments, and manage and involved (where deliver infrastructure projects such as the 2020-25 (Energex and Ergon operations in line with appropriate) in the Warwick Solar farm and Lockhart River. Energy Network) their expectations, planning process • We continued to deliver benefits to • Regulatory Proposal - Tariff demonstrating how our communities through sponsoring Structure Statement Working communities’ benefit. organisations including the Royal Flying Group Summary Reports (Energex Doctor Service, State Emergency Service, and Ergon Energy Network) Rural Fire Service, and local community • Warwick Solar Farm and Lockhart organisations. River Project (Ergon Energy Network) • Royal Flying Doctor Service Sponsorship (Ergon Energy Retail) • Energy Queensland cultural heritage and environment assessment (Energex and Ergon Energy Network)

3.3 Develop business strategy • Using energy from more • Energex and Ergon Energy Network • Future Grid Roadmap (Energex and manage operations to sustainable sources, developed a roadmap to facilitate and Ergon Energy Network) respond to the shift to a contributing to improved integrating renewables and new • Solar Forecast (Energex and Ergon cleaner energy system that environmental outcomes technologies into the grid. Energy Network) is already underway. • The solar forecast was made visible in the • Environment Strategy (Energy Energex and Ergon Energy Network control Queensland) room to assist in managing network dynamics and lower impacts to customers. • We continued to evolve work practices internally to reduce our environmental footprint.

2018-19 Energy Charter Report 20 Customer outcomes Principle in Action 2018-19 Activity Evidence

3.4 Work with • Access to safe, • Energex and Ergon Energy Network worked with • Fringe of Grid Strategic Plan government, other affordable, reliable the Queensland government to develop a strategic (Energex and Ergon Energy energy businesses, and sustainable plan to reduce emissions due to the transmission of Network) the community and energy solutions electricity to remote areas, while providing reliable • Lockhart River Community Solar industry bodies to energy solutions. Program (Ergon Energy Retail, develop a planned • Through our work with isolated communities, we are Ergon Energy Network, Yurika) transition to a cleaner enabling more sustainable energy solutions. energy system.

3.5 Facilitate new services • Choice and access • At Energex and Ergon Energy Network, we worked • Electric Vehicle Super Highway and technologies that to new services and with government and partners to develop the (Yurika) support sustainable technologies to deliver Electric Vehicle Super Highway. • Network Monitoring Trial (Energex energy solutions that safe, affordable • At Yurika (through our Metering Dynamics brand), and Ergon Energy Network) and reliable and meet the changing we commenced the roll-out of Pay-As-You-Go • PAYG Meter Installation Program sustainable energy needs of the market. meters on behalf of an energy retailer providing (Yurika) solutions customers with information on energy usage and • Solar Enablement Initiative make informed choices (Energex and Ergon Energy Network) • Energy Savvy Families (Ergon Energy Retail)

3.6 Implement solutions • Customers have a • Combined, Energex and Ergon Energy Network paid • Guaranteed Service levels across the supply reliable energy supply 41,150 customer claims through our Guaranteed (Energex and Ergon Energy chain: (a) that support that meets customer Service Levels scheme. Network) energy connection, needs • Energex and Ergon Energy Network’s continued to • Summer Preparedness Plan service and reliability • Customers have collaborate internally and externally to prepare for (Energex and Ergon Energy that meets customers’ power restored quickly severe weather events. Network) needs and (b) resolve after severe weather • Energex and Ergon Energy Network’s outworked • Community Recovery Plan service issues that events the new Australian Standard for demand response, (Energex and Ergon Energy impact customers and enabling more customers to participate in the Network) the community. market. • Disaster Response Group • At Ergon Energy Retail, we rolled-out a pop up hub (Government, Industry, to support the Townsville Monsoon Event recovery Community Stakeholders) (Energy to provide essential services to customers including Queensland) withholding bills to impacted properties, as well as • Demand Response Australian referring customers into the Hardship Program. Standard (Energex and Ergon • Following a survey of Lockhart River customers, at Energy Network) Ergon Energy Retail, we developed digital offering to • Pop-Up Hub (Ergon Energy Retail) improve our recovery support. • Disaster Response App (Ergon • Energex and Ergon Energy Network advocated for Energy Retail) and implemented a change from regulatory 240V supply to 230V, delivering a more reliable electricity supply for customers and increasing tolerance for solar PV connections to the network.

Continuous • We will continue to roll-out community and employee safety initiatives including, targeting at-risk Improvement for the industries. (Energy Queensland) Principle – expected • We are progressing the Network Controller Assessment Training and Recruitment Program, where we focus areas for July are collaborating with Macquarie University to improve the skills of network controllers using CUE 2019 - June 2020 visualisation research which results in more effective network management and a reliable and safer network for customers. (Energex and Ergon Energy Network) • We are developing an electric vehicle tariff strategy. (Energy Queensland/Ergon Retail) • We will continue to outwork our Future Grid Roadmap. (Energex and Ergon Energy Network) • We will review our Summer Preparedness Plan with a focus on disasters and periods of peak demand. (Energex and Ergon Energy Network)

2018-19 Energy Charter Report 21 Principle 4 We will improve the customer experience

Our 2018-20 Customer Strategy focuses on Central to our Customer Strategy are our deliver valued products, services and experiences customer experience and has the goal of Customer Principles: they value. When we talk about ‘making it easy’ understanding the diversity of our customers’ for our customers, we recognise that in doing needs and delivering value. 1. Know our customer so, we need to listen to our own people and empower them to deliver the right customer A key piece of work underway is our customer 2. Deliver value outcomes. segmentation, which will provide the Group 3. Make it easy with a single view of the customer and enable a By living up to these principles, we will drive seamless customer experience. By knowing who our customers are and what improvements of our customer experience across their needs are, we can continue to work to the Group. Case Study 12

Customer service kiosk

Our customers have told us they want additional Using the kiosk, customers were able to connect engagement channels, and the trial feedback ways to talk with us and the option to interact with a customer service agent using audio and shows that we are taking steps towards with us face-to-face. To respond, Ergon Energy video to discuss a range of enquiries about their providing relevant and valuable channels that Retail trialed a customer service kiosk providing retail bill including refunds, rebate applications make it more convenient for customers to a new channel for communication that meets and managing their debt. engage with us in ways that suit them. customer needs, when and how they require. Results show that more than 85 per cent of After learning these valuable insights into The three-month trial sought to go beyond customers who used the video kiosk said they technology and customer experience, Ergon traditional phone and online channels and to would use it again, with a high rate of first Energy Retail will undertake a further video replicate this face-to-face engagement utilising a contact resolution. kiosk trial in a remote community to understand video conference service facility in Rockhampton. how the channel can assist these customers in We recognise customer expectations have managing their energy accounts. changed, especially when it comes to Case Study 13

Safe Entry Policy change

In December 2018, Energy Queensland fast- meter reading and bills. Both our network and and Automate Systems project. tracked a proposal to improve the safety of retail call centres experienced a significant To support an improved customer experience, meter readers when entering private properties increase in negative customer contact related Ergon Energy Retail leveraged customer self- where unrestrained dogs were believed to be to the change in policy, and customers also service opportunities to enable more capacity to present. The Safe Entry Policy, restricting our provided significant negative commentary in take customer calls relating to Safe Entry. people from entering a property where there was traditional and social media. an unrestrained dog, was rolled-out in January While the initial improvements provided some At Energex and Ergon Energy Network, we 2019. relief, feedback around the change in process is responded to the customer impact by fast- anticipated to continue until the digital solutions While dog bites to our people have significantly tracking improvements, including making are fully rolled-out. reduced since the policy change, the change in self-meter reading options available to impacted practice has in some circumstances negatively customers. Further digital improvements are impacted the customer experiences around planned as part of our Business Improvement

2018-19 Energy Charter Report 22 Case Study 14 Smart Connected Solar solution

Offering commercial and industrial customers Yurika designed and engineered the 177kW Savings on electricity costs for the Cowboys energy deals that best meet their needs, Yurika’s solar project, incorporating solar PV on both the Leagues Club are estimated at more than 10 per Smart Connected Solar product assists customers club roof and carpark shades, and an energy cent. The solution is designed to be relatable, to manage high and hard-to-control energy portal that provides real-time data about scalable and usable and is being rolled-out to costs for their businesses by bundling individual electricity use, solar generation, grid-use and other customers with similar needs. distributed energy components. cost analysis.

Queensland’s first Smart Connected Solar Local contractors were employed to install the solution was delivered to the Cowboys Leagues solar PV panels. Club in Townsville last year.

Customer outcomes Principle in Action 2018-19 Activity Evidence

4.1 Enable customers • All customers have • We commenced a redesign of the Ergon Energy Retail • New Bill Design Project (Ergon to get fair access to products bill, actioning customer feedback on the difficulties in Energy Retail) outcomes and services to assist understanding information contained in the bill. • Connections Program (Energex regardless of them in a way to • At Energex and Ergon Energy Network, the Connections and Ergon Energy Network) provide them choice their ability Program improved transparency of fees and charges. • MyAccount Campaign (Ergon or desire to • At Ergon Energy Retail, we delivered a targeted local Energy Retail) participate in the campaign to encourage take-up of My Account to help energy market. customers manage energy use.

4.2 Empower • Customers receive the • At Ergon Energy Retail, we expanded our interpreter • Review of Interpreter Services customers by: information they need support services for customers with cultural and (Ergon Energy Retail) (a) making in a way they can language differences to better reflect our customer-base. • Customer Service Kiosk (Ergon sure all understand and use Notably, to include Aboriginal and Torres Strait Island Energy Retail) to make decisions to languages. communication • Website connections meet their needs is clear, in • We expanded our communication channels at Ergon improvements (Energex and Ergon plain terms, Energy Retail to enable access to information, including Energy Network) accessible and increasing our face-to-face engagement in the • Interactive Voice Recognition (IVR) understandable; community. changes (Ergon Energy Retail) (b) providing • Energex and Ergon Energy Network developed a • Language interpreter service insightful Memorandum of Understanding (MoU) for standalone (Energex and Ergon Energy and useful power system trials with customers to communicate Network, Ergon Energy Retail) information changes and impacts in plain language. and accessible • Pay-As-You-Go metering (Yurika) • We reviewed all of Ergon Energy Retail’s email tools; and (c) correspondence to rationalise and provide a consistent • Energy Analysis - My Account streamlining experience as part of Phase 1 of their Retail Customer (Ergon Energy Retail) access to, and Experience Project. • My Account (Ergon Energy Retail) portability of, customer energy • At Ergon Energy Retail, we rolled-out Energy Analysis (via • Memorandum of Understanding data. My Account customer portal) providing access to portable – Stand Alone Power Systems energy data to customers. (Energex and Ergon Energy • We rolled three Ergon Energy Retail portals - Home Network) Smart, Energy Check and My Account - into one My • Retail Digital Enablement Program Account to enable easy access to all functions via a – Phase 1 (Ergon Energy Retail) single log-on.

2018-19 Energy Charter Report 23 Customer outcomes Principle in Action 2018-19 Activity Evidence

4.3 Ensure that • Products and • At Ergon Retail, we successfully trialled and implemented • Customer Service Kiosk (Ergon Energy innovation services continue the Customer Service Kiosk, leveraging technology to Retail) and design to evolve to reflect provide customers the option to visit an office location • Smart Connected Solar (Yurika) the changes in the and see the customer service representative via a digital in products • Connections Improvement Program energy market to solution, overcoming logistic issues in resourcing a service and services, (Energex and Ergon Energy Network) as well as proactively provide desk. • Demand Management Review of communication customers solutions • We rolled-out Yurika’s Smart Connected Solar product, Online Application Process (Energex platforms and that meet their offering tailored solutions for business customers, notably and Ergon Energy Network) tools, are driven needs the Cowboys Leagues Club in Townsville. • Energy Academy (electrical contractor) by customers’ • At Energex and Ergon Energy Network, we delivered Forums (Energex and Ergon Energy needs and improvements to the customer experience by making Network) preferences. the online portal easier to access and use for online applications. • Distributed Energy Resource Trials – Solar Enablement Initiative (SEI) and • We conducted research and customer needs analysis to Evolve (Energex and Ergon Energy redesign our Ergon Energy Retail customer bills in line with Network) their feedback. • My Account, Energy Analysis, IVR • At Ergon Retail, we completed a redesign of user interface (Ergon Energy Retail) and experience across all digital channels. • Bill Redesign Project (Ergon Energy Retail)

4.4 Have effective • Empower customers • At Energy Queensland, we researched for best practice • Energy Queensland Complaints and accessible to have their voice to develop a single complaints management policy as the Management Policy (Energy dispute heard first step to creating a consistent customer experience in Queensland) resolution relation to complaints. • Complaints Management Standard processes, co- • In alignment with the policy, Energex and Ergon (Energex and Ergon Energy Network) ordinated across Energy Network implemented an improved and aligned • Ergon Energy Retail Complaints the supply Complaints Management Standard. Handling Process (Ergon Energy chain, to resolve • We rolled-out a single complaints’ management process to Retail) customer issues all brands under the Yurika business unit. • Complaints Handling Standard and implement • We implemented a customer relationship management (Yurika) process system in Yurika to better track customer enquiries and improvements • Customer Experience Training (Energex manage customer experiences. in response. and Ergon Energy Network) • At Ergon Energy Retail, we made continuous • Retail Customer Experience Project – improvements to the complaints process, including Phase 2 (Ergon Energy Retail) implementing a Quality Framework to assist employees in delivering improved complaints management customer experiences. • Customer experience training was implemented across our Energex and Ergon Energy Network employees, including both frontline and support employees. • At Ergon Energy Retail, we commenced the roll out of the Retail Customer Experience Project Phase 2 where we streamlined processes and provided employees access to comprehensive customer and customer experience data via a customer relationship management system to better understand and meet customers’ needs.

Continuous • A new Customer Advocate related role is being recruited to the Energy Queensland Customer Strategy and Improvement Insights Team, providing the resourcing required to further address customer issues. (Energy Queensland) for the • A redesigned bill for improved customer understanding will be rolled-out to our regional residential customers. Principle - (Ergon Energy Retail) expected • We will continue to deliver online service improvements for customers including: the ability to focus areas manage customer information; provide self-meter reads; subscribe to notifications for unplanned and for July 2019 planned outages; report power outages, faulty street lights, graffiti/vandalism, and trees in powerlines. - June 2020 (Energex and Ergon Energy Network)

2018-19 Energy Charter Report 24 Principle 5 We will support customers facing vulnerable circumstances

We recognise that some households and tailored for different circumstances. Currently, our ‘vulnerable customers’ include businesses may experience vulnerable Life Support customers, customers impacted While we have made some significant steps circumstances requiring support from energy by drought and other severe weather events, towards supporting our vulnerable customers, providers and which may require collaboration and customers in financial distress and require our understanding of the definition of a with governments and community service support to pay their electricity bills. ‘vulnerable customer’ continues to mature as organisations. we further understand our communities’ and Not all experiences of vulnerability will be the customers’ needs and expectations. same and providing support requires solutions

Case Study 15

Financial Inclusion Action Plan

In February 2019, Ergon Energy Retail launched Our plan was developed in alignment with This places Ergon Energy Retail alongside leading our Financial Inclusion Action Plan which Good Shepherd Microfinance and its partnership companies in industries including banks, utilities, outlines practical actions we are taking to group’s plans to better support customers, our law firms, charities, governments and universities improve financial inclusion and provide even people and the broader community to achieve who have committed to developing a Financial more support for customers facing hardship. their financial goals. Inclusion Action Plan.

The development of the Financial Inclusion To further assist, our teams undertook training to Action Plan adds to our existing programs and provide services that are financially inclusive for processes in Ergon Energy Retail, like Customer vulnerable customers, increasing understanding Assist, and places a greater focus on providing and reducing stigma around financial hardship training to improve overall knowledge and while collaborating with other organisations skills, attitudes and behaviours in the business to deliver an industry-wide approach to - particularly those that have a direct impact on vulnerability. a vulnerable customer’s financial inclusion and resilience.

Continuous • A new Customer Advocate related role is being recruited to the Energy Queensland Customer Strategy and Improvement Insights Team, providing the resourcing required to further address customer issues. (Energy Queensland) for the • A redesigned bill for improved customer understanding will be rolled-out to our regional residential customers. Principle - (Ergon Energy Retail) expected • We will continue to deliver online service improvements for customers including: the ability to focus areas manage customer information; provide self-meter reads; subscribe to notifications for unplanned and for July 2019 planned outages; report power outages, faulty street lights, graffiti/vandalism, and trees in powerlines. - June 2020 (Energex and Ergon Energy Network)

2018-19 Energy Charter Report 25 Case Study 16

National Electricity Customer Framework breaches

In 2018-19, Energex and Ergon Energy Network We seek to eliminate future risk by investigating including Field Delivery, Dispatch and contract reported breaches of the National Energy each breach, identifying root causes, and crews performing these works. Customer Framework relating to six different implementing improvement initiatives. Additional training was rolled-out. Reminder obligations. While there was an 18 per cent For example, in the 2018-19 financial year, there stickers were issued to fleet vehicles as a last reduction on breaches in 2018-19 compared were six protected period breaches, compared to line of defence and visual prompt for crews to the previous year, we remain committed to 15 protected period breaches the previous year. conducting disconnections. further improvements. Investigations identified the root cause when a Processes have been updated to also ensure In all instances where a life support customer disconnection for debt service order is carried out that on identification of any protected period has been involved, there has been immediate prior to 8am or after 3pm Monday to Thursday, breach, crews are deployed as soon as possible follow-up with the customer to ensure their or on a Friday, weekends, day prior to a public to reconnect the customers supply. health and well-being. While there have been no holiday or the day of the public holiday. detrimental impacts to health as a result of any Communications were deployed targeting of these breaches, there has been inconvenience workgroups associated with these service orders, to our customers.

Customer outcomes Principle in Action 2018-19 Activity Evidence

5.1 Have processes • Intervention and • At Ergon Energy Retail, we rolled-out our Financial • Financial Inclusion Action Plan to enable early opportunity to Inclusion Action Plan to improve identification and (Ergon Energy Retail) identification of and reduce impact of support services to vulnerable customers. • Life Support Program (Energex engagement with domestic violence on • Energex and Ergon Energy Network aligned their and Ergon Energy Network) a scale that makes a customers at risk of Life Support Program to improve the way we capture • Life Support Program (Ergon difference vulnerability, coupled information on life support customers and improved the Energy Retail) with intervention • Hardship customer communications with energy retailers to safely manage • Triage Team and Vulnerable Team measures that can needs and power impacts for both planned and unplanned work. (Ergon Energy Retail) prevent customers expectations being • At Ergon Energy Retail, we commissioned a third • Customers are extremely satisfied falling into hardship. met in relation to party to audit the Life Support policy, processes and with Ergon Energy Retails interactions and tools to ensure compliance with NECF and customer Hardship and Triage Teams - service delivery expectations and outcomes. Customer Index result was 9.0 • At Ergon Energy Retail, we continued to identify (Ergon Energy Retail) vulnerable customers requiring additional support and proactively refer them to the Vulnerable Team for case management.

5.2 Provide products • Customers • Our EasyPay roll-out for Ergon Energy Retail enabled • EasyPay (Ergon Energy Retail) and services that are are supported customers to smooth their bill by regular, monthly • Hardship Program (Ergon Energy tailored to customers to overcome payments. Retail) facing vulnerable circumstances that • Within Ergon Energy Retail, our Triage Team continued circumstances and may lead to hardship tailored payment solutions to prevent customers from support them to get falling into hardship. back on track.

2018-19 Energy Charter Report 26 Customer outcomes Principle in Action 2018-19 Activity Evidence

5.3 Provide flexible • Customers are • Work continued via Ergon Energy Network and Yurika • Digital PAYG Metering roll-outs solutions that are provided advice and (through the Metering Dynamics brand) to provide card (Yurika and Ergon Energy Retail) easy to access and are choice of solutions to operated meters to isolated areas. • Hardship Team (Ergon Energy provided by specially best suit their needs • Our Ergon Energy Retail Hardship Program continued to Retail) trained frontline enable customers to get back on track with managing • Connections Program (Energex staff with expertise their energy bills. and Ergon Energy Network) in supporting those customers who face additional barriers to engaging with the energy market.

5.4 Take a collaborative • Meaningful change is • Energy Queensland signed up to the Thriving • Thriving Communities Partnership approach, partnering delivered to customers Communities Partnership - Queensland Chapter, participation and Domestic across the energy to assist in supporting collaborating with corporate organisations to Violence and Community supply chain and them out of vulnerable collectively address issues faced by customers Resilience initiatives (Energy with government and circumstances in vulnerable circumstances at an individual and Queensland) community service community level. Working parties were held on relieving • Solar on Public Housing (Ergon organisations to domestic violence and improving customer and Energy Retail and Yurika) community recovery after extreme weather events. implement innovative • Emergency Response Restoration solutions that • Ergon Energy Retail worked with the Queensland Plan (Energex and Ergon Energy improve outcomes Department of Housing to have solar installed on their Network) (affordability houses. This package included an energy portal to • Home Energy Emergency Access or experience) help customers monitor their consumption and solar Scheme, Drought Tariffs, Tailored for customers generation with an aim to reduce their energy bills. Payment Plans, Debt Waivers facing vulnerable • Through Ergon Energy Retail, we administered the (Ergon Energy Retail) circumstances. Home Energy Emergency Access Scheme and Drought • Social media posts advertising Relief from Electricity Charges Scheme to support bill payment support options vulnerable/hardship customers financially. available to impacted employees • At Ergon Energy Retail, we collaborated with local following closure of a large stakeholders to support customer and community Rockhampton-based company after recovery and to identify potentially vulnerable (Ergon Energy Retail) customers after a large employer closed operations in • Ongoing participation in Rockhampton. the fortnightly “Coffee with • At Ergon Energy Retail, we partnered with Queensland Townsville Chamber of Council of Social Services and supported energy Commerce” meeting increasing education (including bill education) by providing for engagement and assistance meetings with specialised employees. with ongoing improvements to • Ergon Energy Retail educated business community the local business environment. representatives to increase understanding of electricity (Ergon Energy Retail) bills. • Social media campaign to • Energex and Ergon Energy Network worked with increase uptake of concessions government and stakeholders to promote concession rebates (Ergon Energy Retail) card rebates via social media channels.

Continuous • We will continue to work with the Traditional Owners, Elders and community leaders to plan initiatives Improvement for the based on improving outcomes for these customers. The initiatives will be location based, relevant and able Principle – expected to be based within the unique context of each community. (Energy Queensland) focus areas for July • We will continue to refine the implementation of our Hardship Policy through a Working Party, in 2019 - June 2020 anticipation of regulatory change and improved customer outcomes. (Ergon Energy Retail) • We will continue to work with other corporate organisations through the Queensland Chapter of Thriving Community Partnerships to better support vunerable customers. (Energy Queensland) • We will continue to advocate for and maintain initiatives that support all customers, such as not charging for paper bills.

2018-19 Energy Charter Report 27 energyq.com.au

Energy Queensland Limited ABN 96 612 535 583 Head Office Level 6, 420 Flinders Street, Townsville QLD 4810

PO Box 1090, Townsville QLD 4810 1-19-0093