The conversation so far

Ensuring our customers are at the heart of our business starts with good engagement.

We are committed to working with customers and stakeholders to understand their needs and deliver services they value.

In the past 8-10 years, the way that South Australians source and share energy has been evolving. The adoption of new technologies, such as rooftop solar panels and batteries, is turning many customers into electricity generators and changing how they utilise our network.

The explosion of digitisation and self-service in other industries and the emergence of these new technologies is also driving changing customer expectations. Customers are demanding much more from the network than ever before. They want more and different services, such as the ability to export and trade their surplus energy, and these changing demands are placing significant pressure on the stability and reliability of the network.

At the same time there has been an increasing focus on the electricity prices driven in South Australia by rapidly rising retail and generation charges - not distribution charges.

Our engagement principles

Our key engagement principles include:

Designing our 2020-25 Regulator Proposal customer engagement program

Engagement with our customers and stakeholders occurs on a daily basis on a variety of topics and through a range of channels, including our comprehensive framework of reference groups and our Customer Consultative Panel (CCP).

Our 2020 Reset Customer Engagement Program began in February 2017. It has been designed as a progressive, phased program to provide multiple and diverse opportunities for dialogue and engagement.

Regular interactions with our Customer Consultative Panel and reference groups (which typically meet quarterly) underpin our program. The panel and reference groups were established in late 2016 and include more than 60 customers and consumer advocates from diverse occupations and interest areas including arborists, renewables, business, community, and electricity advisory.

The five key objectives of our engagement are to:

  • Ensure customers and stakeholders are well equipped to actively participate in the engagement
  • Engage customers and stakeholders on issues that matter to them
  • Ensure ‘no surprises’ for both SA Power Networks and our stakeholders throughout engagement process
  • Ensure that the concerns and views of our customers and stakeholders are considered in the prudent optimisation of our costs, services and prices
  • Ensure our engagement meets all relevant engagement principles (SAPN, AER + alignment with AA1000SES and IAP2)

Delivering our engagement

In 2017, our engagement was broad and we sought customer insights around three key themes that were identified in our preliminary customer research:

  • Network price
  • Network reliability and resilience
  • The network of the future

We considered the priorities emerging from this early engagement in our preliminary expenditure forecasting in late 2017. These preliminary forecasts have been based on keeping expenditures as low as possible. They were then used in early 2018 to engage with stakeholders through a series of deep dive workshops, where we explored the capital and operating expenditure forecasts that will be included in our Draft Plan.

Our comprehensive engagement program has provided rich, and at times diverse, feedback which we have sought to balance in our planning. Broadly, customers have told us they value three areas:

  • Keeping prices down
  • A safe and reliable network
  • Transitioning to a new energy future

Please click on the links below to learn more about our engagement activities:

Ensuring our customers are at the heart of our business starts with good engagement.

We are committed to working with customers and stakeholders to understand their needs and deliver services they value.

In the past 8-10 years, the way that South Australians source and share energy has been evolving. The adoption of new technologies, such as rooftop solar panels and batteries, is turning many customers into electricity generators and changing how they utilise our network.

The explosion of digitisation and self-service in other industries and the emergence of these new technologies is also driving changing customer expectations. Customers are demanding much more from the network than ever before. They want more and different services, such as the ability to export and trade their surplus energy, and these changing demands are placing significant pressure on the stability and reliability of the network.

At the same time there has been an increasing focus on the electricity prices driven in South Australia by rapidly rising retail and generation charges - not distribution charges.

Our engagement principles

Our key engagement principles include:

Designing our 2020-25 Regulator Proposal customer engagement program

Engagement with our customers and stakeholders occurs on a daily basis on a variety of topics and through a range of channels, including our comprehensive framework of reference groups and our Customer Consultative Panel (CCP).

Our 2020 Reset Customer Engagement Program began in February 2017. It has been designed as a progressive, phased program to provide multiple and diverse opportunities for dialogue and engagement.

Regular interactions with our Customer Consultative Panel and reference groups (which typically meet quarterly) underpin our program. The panel and reference groups were established in late 2016 and include more than 60 customers and consumer advocates from diverse occupations and interest areas including arborists, renewables, business, community, and electricity advisory.

The five key objectives of our engagement are to:

  • Ensure customers and stakeholders are well equipped to actively participate in the engagement
  • Engage customers and stakeholders on issues that matter to them
  • Ensure ‘no surprises’ for both SA Power Networks and our stakeholders throughout engagement process
  • Ensure that the concerns and views of our customers and stakeholders are considered in the prudent optimisation of our costs, services and prices
  • Ensure our engagement meets all relevant engagement principles (SAPN, AER + alignment with AA1000SES and IAP2)

Delivering our engagement

In 2017, our engagement was broad and we sought customer insights around three key themes that were identified in our preliminary customer research:

  • Network price
  • Network reliability and resilience
  • The network of the future

We considered the priorities emerging from this early engagement in our preliminary expenditure forecasting in late 2017. These preliminary forecasts have been based on keeping expenditures as low as possible. They were then used in early 2018 to engage with stakeholders through a series of deep dive workshops, where we explored the capital and operating expenditure forecasts that will be included in our Draft Plan.

Our comprehensive engagement program has provided rich, and at times diverse, feedback which we have sought to balance in our planning. Broadly, customers have told us they value three areas:

  • Keeping prices down
  • A safe and reliable network
  • Transitioning to a new energy future

Please click on the links below to learn more about our engagement activities: