The Energy Charter’s Independent Accountability Panel has published their inaugural report, offering 32 recommendations for the delivery of more affordable, reliable and sustainable energy system to Australians.
The report is the product of a review led by Energy Charter Chair Dr Wendy Craik, who along with the other members of the Independent Accountability Panel, analysed disclosure reports submitted by 18 energy companies including generators, transmission companies, distributors and retailers.
This was supported by a period of consultation which included CEO briefings, stakeholder forums and public submissions.
Recommendations published in the report include:
- Increasing customer voice and experience at governance and strategic levels
- Delivery of high-impact initiatives for change such as tariff co-design and roll-out advocacy for customers facing vulnerability and access to distributed energy resources
- Measurement, tracking and benchmarking of progress on customer outcomes across the sector, closing the loop on the impact of individual initiatives
- Elevatating customer feedback and complaints strategically within each business
Chair of the Energy Charter CEO Council, John Cleland, said the report was a defining moment for the Energy Charter and would guide signatories both individually and collectively in achieving tangible improvements for the customer.
“We welcome the Independent Accountability Panel’s recommendations and are determined to turn them into action, to rebuild trust in the sector and improve affordability and customer satisfaction,”Mr Cleland said.
“It is clear we need to dig deeper to know our customers, increase collaboration on high-impact initiatives across the entire energy supply chain, and take actions to advocate and support all customers so we can succeed together.”
“We look forward to continuing to work with our customers, stakeholders and end-user representatives to develop a maturity framework to guide our next annual disclosures and inspire others to join,” Mr Cleland said.