Community Advisory Board

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The CAB is SA Power Networks’ flagship group ensuring that customer views shape service delivery and are at the heart of all decision-making. The members of the Cab have, and continue to, provide constructive, informed, and objective views to SA Power Networks, ensuring that the diverse and changing needs of our 900,000 customers have been properly understood, balanced, and reflected.

The CAB works in collaboration with SA Power Networks against the highest standards and leading-edge thinking in customer engagement. The Board seeks to carry out its responsibilities in a way that is independent, challenging, transparent, rigorous, innovative, and inclusive. The CAB provides a broad representation of our community, including businesses, renewables, youth, regional stakeholders, consumer advocacy groups, local government representatives, and multicultural board members.

Watch the video below from our CAB Chair, Dr. Jessie Byrne as she talks about the CAB being an independent player supporting the voice of our customers and ensuring that SA Power Networks connects and engages effectively with customers and stakeholders.


We know that when you have a voice and are involved in the conversation, you are more likely to be a part of the solution. That’s why we’re inviting you to join us in this journey.

Click here to learn more about your CAB members.

Engage with our CAB to have your say:

  • Have a question for our Chair? Leave it below
  • Let us know your thoughts about the CAB and how we can best represent all consumers, simply leave us a comment using the Guestbook.

The CAB is SA Power Networks’ flagship group ensuring that customer views shape service delivery and are at the heart of all decision-making. The members of the Cab have, and continue to, provide constructive, informed, and objective views to SA Power Networks, ensuring that the diverse and changing needs of our 900,000 customers have been properly understood, balanced, and reflected.

The CAB works in collaboration with SA Power Networks against the highest standards and leading-edge thinking in customer engagement. The Board seeks to carry out its responsibilities in a way that is independent, challenging, transparent, rigorous, innovative, and inclusive. The CAB provides a broad representation of our community, including businesses, renewables, youth, regional stakeholders, consumer advocacy groups, local government representatives, and multicultural board members.

Watch the video below from our CAB Chair, Dr. Jessie Byrne as she talks about the CAB being an independent player supporting the voice of our customers and ensuring that SA Power Networks connects and engages effectively with customers and stakeholders.


We know that when you have a voice and are involved in the conversation, you are more likely to be a part of the solution. That’s why we’re inviting you to join us in this journey.

Click here to learn more about your CAB members.

Engage with our CAB to have your say:

  • Have a question for our Chair? Leave it below
  • Let us know your thoughts about the CAB and how we can best represent all consumers, simply leave us a comment using the Guestbook.

Do you have a question for our Chair? Ask us here!

Leave us your question for our CAB Chair to respond. 

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    Hi Jessie Further to my previous correspondence, can you provide a response to my previous questions? I understand that there has been some recent "movement at the station" on my issue and that it was discussed at your last CAB meeting. I am a member of the South Australian community and request a response from your Community Advisory Board.

    Gino asked 7 months ago

    Thanks Gino for your questions

     

    I apologise for the delay in responding, but hope the following answers your questions.

     

    Question 1

     

    You refer to the National Energy Retail Law (South Australia) Act 2011-2.3.2023 and the small compensation claims scheme. Under the scheme it talks about prescribed incidents and claimable incidents but it doesn’t make clear what these mean, i.e. what the compensation scheme actually covers, what is a claimable incident, or what limits there are on payments. Clarity on these and other issues need to be answered as the Act doesn’t currently make the definitions and scope clear.

     

    You will also see references to the “local instrument” in the Act. The local instrument is the state government and I am advised that SA Power Networks (SAPN) is working with the state government to establish clearer definitions within the ACT so there is clarity for customers and SAPN and so both parties know where they stand and what can be claimed for in the future.

     

    Question 2

     

    Currently, when any customer connects to the electricity network they are deemed to have automatically accepted the standard connection contract with their retailer. The deemed standard connection contract outlines SAPN’s limitations on liability in section 8, in particular what are deemed bad faith and negligence. I have provided a link here for you – MODEL TERMS & CONDITIONS FOR DEEMED STANDARD CONNECTION CONTRACTS 3603 (sapowernetworks.com.au).

     

    There is always an opportunity to increase clarity and customer rights, and I hope that SAPN’s current discussions with the state government will go some way to doing this. In the meantime, I have referred your query to SAPN staff so they can consider this in these discussions and in decisions they make in relation to customers.

     

    I hope this helps.

     

    With thanks, Jessie

     

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    Is the CAB aware of SAPN's policy that exonerates their liability when their equipment fails and causes serious damage to their customer's appliances. I understand that there have been numerous instances where SAPN infrastructure has failed and caused power surges, resulting in significant losses, both financially and mentally.

    Gino asked 10 months ago

    Thanks for your message Gino. The CAB is aware of the policy and current legislative constraints. 

    It is our understanding, SA Power Networks is only liable for damages to customers’ equipment from an interruption or voltage variation where it is negligent (ie SA Power Networks has not applied the appropriate duty of care) or has acted in bad faith, in accordance with legislative protections. More information can be found on SAPN’s website here - Damage claims - SA Power Networks

    As part of its regulatory proposal engagement for 2025-30, SA Power Networks has been investigating a fairer process for customers who have no access to claim via their private insurer in the case of damage to appliances. 

    The CAB is aware of this gap and is supporting SA Power Networks to advocate to the state government to consider a jurisdictional claims scheme to help protect consumers from significant loss.

     

    Cheers, Jessie

     


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    How many times in 5 years us it acceptable to have a power outage? My power has gone out 8 times in 57 months, which is definitely not acceptable. This does not include twice in the same day or planned maintenance.

    Fed up asked over 1 year ago

    Dear Fed

    Thank you for your query about unplanned interruptions of the power to your home. I apologise it has taken me so long to respond.

    I passed on your concerns on to SA Power Networks and understand staff have looked into the issue and will be providing you with a response.

    The issue of outages is an important one and I am glad you raised it as a consumer. Power disruptions can have a significant impact on all consumers, and in particular on those relying on the power for their health and livelihood. I will bring the issues you raise to the attention of the Community Advisory Board.

     Please feel free to contact me in the future.

    With thanks, Jessie

     Dr Jessie Byrne
    Chair, Community Advisory Board

    SA Power Networks

Page last updated: 09 Jan 2024, 10:49 AM