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Energy Consumers Annual Report 2018-19

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Energy Consumers Annual Report 2018-19 Annual Report 2018-19 Energy Consumers Australia Annual Report 2018-2019 Table of contents FROM THE CHAIR ....................................................................................................... 4 FROM THE CEO ........................................................................................................... 6 CONSUMER VISION FOR THE MARKET ..................................................................... 8 OUR IMPACT AND INFLUENCE .................................................................................. 9 RESEARCH - Evidence for impact .............................................................................10 POWER SHIFT – More affordable outcomes for consumers ....................................14 POLICY AND ADVOCACY – Your voice heard ..........................................................20 COLLABORATION – Listening & connecting ............................................................30 GRANTS – Backing bright ideas ...............................................................................38 GOVERNANCE – Living our values ...........................................................................48 APPENDIX A – All grants approved in 2018-19 ......................................................57 2 I think I have the same problem as other pensioners. I can only put my heater on for one hour a day and have to wrap in a blanket as the bills are so high. - Household consumer, Leopold, Victoria Our electricity bill is of increasing concern. We have installed solar panels and a Rinnai solar electric hot water system. I monitor our meter daily, sometimes 2-3 times a day and keep a record. - Household consumer, Otway Ranges, Victoria I've looked into solar. I have not got the roof space to put enough solar on to really give me any benefit for the cost of it. You can't turn freezers off and on because it all comes under safe food program, and things have to be kept at -18 degrees constant. - Small Business owner, Mt Isa, Queensland We painted our roof white in an effort to get our electricity bills down. - Household consumers, Mt Isa Energy Consumers Australia Annual Report 2018-2019 FROM THE CHAIR There is no doubt that the outcomes for consumers in the energy sector are poor. Affordability is a major problem and consumers don’t feel that services engage them as individuals, with tailored responses to their needs. They also feel there is a lack of information and resources to help them. Yet they have done an enormous amount through their own ingenuity, creativity and resourcefulness to adapt to high energy prices and try to manage their energy use. Early in our organisational life, we Consumers want to see much better identified that these issues could value for money for their energy be traced back to deep-seeded services; they want energy to be systemic problems, and right at the individualised around their needs; and centre of these was a failure to listen they want the system to be optimised to consumers’ voices – indeed this so that we’re being smarter about was recognised by government and the way we create and deliver energy. was part of the rationale for our We have carried those priorities into establishment as an organisation in the important review work that has the first place. happened over the past two years – both nationally and in jurisdictions For the past four years, we have – the Finkel Review, it now shapes our been talking about the need for a approach to working with industry, fundamental reset in the thinking regulators and governments in reform about what is in energy consumers’ implementation. long-term interests. That reset needed to start with better listening – directly Because we take an evidence-based – to the voice of consumers, so we approach to advocacy, I am particularly went about building a research and proud to say that in 2019, virtually engagement approach that allows us all of our research streams are to listen carefully, and then carry those now embedded into the regulatory voices into the arena of public policy and decision-making processes of and sector decision making. government and regulatory bodies. The Energy Consumer Sentiment Survey The voice of consumers has shaped now informs the Retail Competition our approach to prioritising our Review, the State of the Energy work based on three core principles: Market reports, the AEMO’s National 4 Forecasting and the Energy Security ideas and initiatives that will improve Board’s Strategic Energy Plan; while our outcomes for energy consumers. SME Retail Tariff Tracker was a key input This was a fitting tribute to Gill’s to the ACCC review. tireless energy and the exceptional intellect that she applied to improving Plugging the consumer voice into the outcomes for the vulnerable. The first regulatory framework in this highly Gill Owen Scholarship was awarded “ Because we take an structured way will underpin long-term this year for a project focussed on evidence-based approach structural and cultural change that regulatory and advocacy approaches must happen in the energy sector. to increase the benefits of competition to advocacy, I am particularly in Australia’s retail electricity market. We have had some wonderful proud to say that in 2019, We look forward to seeing the results contributors at all levels of our of his work. virtually all of our research organisation, and we bid farewell streams are now embedded to three Board members this year Finally, I want to again commend the and warmly welcomed three new incredible work of our staff in 2018-19. into the regulatory and members. I would like to thank Steve Led by our CEO Rosemary Sinclair, they decision-making processes Graham, Catherine Cooper and Clare have navigated fast moving change Petre who each made enormous this year and delivered excellent work of Government and contributions to our organisation in progressing our priorities with a regulatory bodies.” from our establishment. Much of the clear eyed and determined focus on success we’ve had would not have the consumer interest. been possible without them. Our new Directors - Chris Spangaro, Helen Louise Sylvan AM Garnett and Gavin Dufty - bring Chair exciting and unique perspectives to Energy Consumers Australia our strategic direction. The Board also thanks the outgoing Reference Committee for all their hard work, commitment and insight on issues affecting energy consumers nationally and in their jurisdictions. On a poignant note, the untimely death of our founding board member Gill Owen prompted the establishment of an international scholarship in her name, to encourage innovative 5 Energy Consumers Australia Annual Report 2018-2019 FROM THE CEO Following an extensive period of review in the energy sector from 2016-2018, this year saw us take some early steps in the transformation and modernisation of Australia’s energy system. This transformation has been happening for some time, with many more consumers taking matters into their own hands after a decade-long period of energy price rises. When we think of that consumer-led change comes from our Community change in the energy sector, usually Listening Project this year, where solar panels, batteries and other consumers in Mount Isa told us stories technology come to mind, but the about painting their roof white to reality is that not all consumers can reduce their reliance on power. Talk afford these technological investments. about painting a picture! My reference point for consumer-led Consumers are telling us they’ve done everything they can think of to reduce their energy use and are looking to us – the energy sector – for answers to the question: how do I get my power bills under control? Thankfully, we are now starting to see the sector take meaningful steps to catch up with consumer sentiment. We agree with the ACCC’s assessment that the implementation of its reform plan has been slow, but we have seen work that starts to deliver some of the recommendations of its review, which promised 25 per cent price reductions for households and small businesses. For example, the new default market offers available to consumers have rebuilt the safety net – absent for so long – that ensures households 6 and small businesses won’t fall onto to account in re-orienting their unjustifiably expensive deals when businesses around the consumer. We their contracts expire. played an important steering role in the development of the Charter and With so much reform underway, we agreed to host the Accountability have focused our work where we Panel because we think it’s important have the biggest chance to impact that consumer representatives ensure consumers’ energy bills by bringing it delivers real outcomes – that energy “ With so much reform the problems underlying high energy companies ‘walk the talk’, when it underway, we have focused prices to the surface and amplifying comes to culture change. their concerns and preferences in our work where we have the the myriad of reform processes As we roll into another big year, we will underway. In doing so, we have kept continue to work with government and biggest chance to impact a laser-like focus on three key tests, industry to realise the potential of the consumers’ energy bills built from what consumers are telling review work done by our Chief Scientist us they want from energy: Will a and the ACCC, but we will also chart by bringing the problems proposed change better optimise an ambitious course for consumers, underlying high energy our energy system? Will it deliver a lifting
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