Active search icon

Industry leading trial of direct negotiation with a Customer Forum

As part of our customer engagement, we will be the first Australian utility business to trial a new process that places customers at the heart of developing our expenditure plans. This new process involves the establishment of a Customer Forum that is capable of representing the perspective of our customers. We will seek to negotiate our 2021-25 regulatory proposal with the Customer Forum, before it is published for public consultation later in 2018 and then formally submitted to the AER in July 2019. We have strong support from consumer advocates and the AER for this trial. The AER will also play an important role in guiding and providing input to this new process.

Beyond enhancing the way we listen to our customers, this is an exciting and innovative approach that aims to ensure that AusNet Services’ plans for the 2021-25 period genuinely reflect the preferences and perspectives of our customers.

The arrangements for the Customer Forum have been developed in consultation with the AER and Energy Consumers Australia.
The arrangements are documented in an Early Engagement Plan (EEP), which has been formally submitted to the AER for approval.

The EEP is intended to be a living document that will be updated to reflect progress and insights gained throughout the Customer Forum process. 

If you would like more information or have comments on this plan, please get in touch via email

Draft proposal will be released for public consultation

We will provide an opportunity for all of our customers and stakeholders to have a say on our plans for the 2021-25 period by releasing a draft regulatory proposal in late 2018.

How you can participate

We will be providing many opportunities to join the conversation on our 2021-25 electricity distribution price review. 

If you have a question please email us at:

Complete our online registration form to register your interest to receive email updates or to participate in workshops or forums.

Presentations and material

Click on each section heading below for presentations and materials presented during recent customer forums.

Timeline (click to enlarge)
EDPR timeline