Customer feedback shapes our plans
We regularly talk to our customers to learn and understand what they need. This helps us make better network plans. Here's how we do it:
- Regular round tables with customer representatives, retailers and big business.
- Targeted stakeholder co-design workshops on specific issues.
- Residential and small business customer workshops.
- Deep dives on the major areas of spending and the future of gas.
- Comprehensive and statistically significant customer surveys.
Our draft plan and addendum were shaped by extensive customer research to prioritise customer needs and assess their impact on prices and bills.
Balancing low prices and long-term customer protection
We are among Australia's most affordable gas distribution businesses. Our plans include operational efficiency initiatives to help mitigate cost-of-living concerns and protect customers from sudden bill increases in the future. This approach aligns with customers' need for total bills and long-term bill stability.
Our distribution network charges make up about 20% of gas bills and residential customers and about 5% for small business consumers. The remaining portion of the bill includes expenses like gas procurement, transmission costs (moving gas from production to our network), retailer costs and margins.