Consumer Consultative Committee

Annual Report 2005 2 About us

Integral Energy is a state-owned energy corporation, serving some of Australia’s largest and fastest growing regional economies. We distribute to more than 822,000 customers, or 2.1 million people, in households and businesses across a network franchise spanning 24,500 square kilometres in Sydney’s Greater West, the , Blue Mountains and the Southern Highlands.

Northern Region

Central Region

Southern Region

3 What does the committee do?

To help us achieve our goals, we Integral Energy encourages work closely with our Customer committee members to take a Consultative Committee. This proactive, consultative approach committee provides effective within their individual customer and community input representative groups to enhance into policy, planning and decision Integral Energy’s knowledge of making. The major role of the the issues that affect the broader committee is to provide input on a community. wide range of important customer From the information provided and community centred issues. at committee meetings, field The committee enhances the trips and seminars, committee climate of trust between Integral members have been equipped Energy and the community by with the skills and knowledge maintaining an open approach to achieve this objective. to all energy issues.

4 Who is on the committee?

The 12 members on the committee General Manager Regulatory and represent important stakeholder Corporate Affairs, Karen Waldman, groups such as senior citizens, is chair of the committee. In residential and business customers addition, Manager Corporate and and the Aboriginal community. Government Affairs, Kate McCue; and, Community Relations Support, Kandice Wright, assist the work of the committee.

Committee members are: • Marta Aquino Community Relations Commission (NSW) • Vivian Farquharson Senior citizens/residential customers • Ted Floyd Nature Conservation Council • Jonathan Fowler Small Business Association of Australia • Pamela Gilbert Country Women’s Association • David Gordon Residential customers • Mark Grimson Illawarra business community • Noel Hiffernan Western Sydney Community Forum • Paul Knight Illawarra Aboriginal community • Scott O’Keffe Australian Consumers’ Association • Betty Scott Residential customers • David Morgan Williams Business customers

5 Significant contributions

Integral Energy values its The committee’s annual field trip customers, their comments and took them to the TransGrid control opinions. To ensure we satisfy room at Wallgrove, the Department our customers, the committee of Energy, Utilities and Sustainability developed a work plan of topics (DEUS) and the Independent Pricing for discussion during the year. and Regulatory Tribunal (IPART). The committee met five times The purpose of the trip was for between March and November the committees to gain a further 2005. Drawing on the advice of understanding about the energy respected, independent, industry industry from a network, experts, along with members of government and regulatory Integral Energy’s staff, the perspective. committee contributed to important TransGrid control room discussions on topics including: To learn more about the role, • capital works program; infrastructure management and • Customer Assistance procedure; monitoring of TransGrid’s network • Customer service standards; the committees meet with the Manager Network Operations to • Demand Management update; tour their facilities at Wallgrove. • environmental issues and programs; TransGrid’s responsibility is to move power from the producers • network performance on (the generators) to wholesale hot days; customers (distributors) like • regulatory and pricing Integral Energy. Their large strategies; and, transmission line carries high • an innovative program voltage electricity from 500,000 regarding solar installations in volts down to 132,000 volts. schools, Solar in Schools.

6 TransGrid, like Integral Energy is • the Energy currently working through a large and Water Savings funds, capital works program to meet which were established in growth for electricity. 2005 to help support energy and water savings initiatives; Department of Energy, Utilities and Sustainability • demand management The DEUS presented a range of initiatives to reduce peak topics for the committee to hear energy demand; about what is occurring in the • energy network performance; energy industry. Topics discussed • guaranteed customer service included: standards; and, • Solar in Schools program (a • the Energy Accounts Payment joint initiative of DEUS, Integral Assistance scheme. Energy and the Department of Education and Training to install solar panels at schools across New South Wales);

7 Independent Pricing and Members from the IPART spoke Regulatory Tribunal about the new national energy The committee met with the IPART reforms including the to learn about the current projects establishment of the Australian involving the energy industry. Energy Regulator, the new Guaranteed Customer Service IPART regulates the distribution Standards that energy companies prices (cost of wires, substations, must adhere to and electricity transformers plus ‘pass through’ of pricing. transmission costs) and regulated retail prices for customers who are not on a negotiated contract.

8 Achievements

Demand management The Energy and Water Ombudsman The committee heard about a (EWON) also attended a meeting number of Integral Energy’s Demand and presented a case study to Management initiatives designed to the committee to explain the help reduce demand for electricity relationship between EWON, the for both business and residential customer and Integral Energy. customers. The benefit to the Electricity upgrade customer is that they can reduce The committee was regularly their energy consumption and costs, updated on a proposed while Integral Energy is able to transmission line between reduce demand on its network in Vineyard and Rouse Hill. This areas of system constraint. line is a vital piece of electrical Customer service infrastructure required to enable Integral Energy strives to ‘go future development in the area. further’ for customers by delivering To engage the community in the outstanding service and tailored project and to ensure they were products and services. In addition, fully informed, Integral Energy Integral Energy seeks to listen and undertook a number of initiatives respond to customer concerns and including: is committed to providing a safe and reliable power supply. • the establishment of a community advisory group Research was presented to that includes representatives the committee to help them for landowners, Blacktown understand what drivers affect City Council, Integral Energy customer service performance. Customer Consultative They heard an update on Integral Committee and Integral Energy’s Customer Assistance Energy, and is chaired by an Program, which applies to independent. residential customers who are • Distribution of nine community facing financial hardship. newsletters

9 • Various meetings involving Environment key stakeholders The committee was updated on the management of strategic The Environmental Assessment environmental issues. (EA) is now complete, which considers the environmental, Integral Energy has been a signatory economic and social impacts of to the Greenhouse Challenge since the proposed upgrade and was 1996 and is a founding member of submitted to The Department of this federal government initiative. Planning in February 2006 for their A small number of customers are approval. A final decision is likely participating in our green power to be announced by June 2006. product whereby customers can elect the percentage of their electricity to be purchased from renewable sources.

10 The committee was informed Open communication about the DEUS Building Integral Energy is determined Sustainability Index Certificate to achieve open and honest (BASIX) requirements that were communication with its customers. introduced for all new homes To assist this process, the being built in New South Wales committee provided valuable and provides a 40 percent feedback on contracts and other reduction in water consumption customer related documents. and a 25 percent reduction in The committee was advised energy consumption. The of changes to our Notice of committee was also provided Electricity Interruption form and to information on energy saving Customer Service Standards. The tips to help reduce energy committee reviewed documents to consumption in the home. ensure that customers were aware Capital works of their rights and responsibilities The committee heard about in an easy-to-read format. Integral Energy’s extensive capital The committee was also advised works program which focuses on about updated electricity prices the delivery of improved reliability that were effective from 1 July and service in some of Australia’s 2005, which are reflected in the fastest developing areas, especially amended network price list and in the north west sector of Integral the energy price guide. Energy’s franchise. Integral Energy’s network strategy was also explained. The strategy acts as a roadmap for the next few years setting priorities when it comes to allocating capital expenditure.

11 Feedback

The committee welcomes feedback The committee is not a dispute and comments about Integral handling body. If you have a Energy customer service issues. problem that needs resolving, If you are interested in the work please advise Integral Energy of of the committee, or would like your concerns by calling 131 002 to receive more information, or in writing to: please write to: Manager Customer Care The Chairman PO Box 6366 Customer Consultative Committee Blacktown NSW 2148 PO Box 6366 You can also visit our website Blacktown NSW 2148 www.integral.com.au We will investigate your issue thoroughly and advise you of the outcome. If you are not satisfied, you have the right to have your complaint reviewed at a higher level. If you are not satisfied with this outcome, you can refer to our Procedures for Customer Complaints, Appeals and Disputes or we can refer you to the Energy and Water Ombudsman of NSW.