As we often like to say, the success of the energy transition hinges on the extent to which consumers are brought along on the journey. And there are many touchpoints at which this needs to be true. From upgrading the appliances in their home, to choosing when and how they use energy, to building trust about innovative new forms of supply; consumers need to understand when and how they can participate, and to trust that the outcome is in their best interest.
However, as our most recent Energy Consumer Sentiment Survey shows, over the past years there has been an overall downward trend of consumer confidence in the market. There is clearly work to do for electricity and gas companies to regain the trust of Australians. And good consumer engagement is one of the ways they can win back this trust.
In light of this, we are pleased to again co-host the Energy Consumers Australia and Energy Networks Australia Consumer Engagement Awards. The award commends Australian energy network businesses who display outstanding leadership in consumer engagement. It is vital that energy networks work closely with consumers to ensure that their diverse needs and values are incorporated into the energy system, and deliver the services that consumers actually want. This is a goal that we are deeply committed to here at ECA, and we are always open to discussing with networks ways they can enhance their consumer engagement.
Thank you to all applicants for their ongoing commitment to improve and refine their consumer engagement efforts. A special congratulations to the four finalists of the award:
Co-Designing a Micro Grid at Bawley Point
Endeavour Energy
Endeavour Energy partnered with local residents, community groups, and various government bodies in Bawley Point and Kiola to design and deliver the state’s first community microgrid.
Significantly, Endeavour Energy co-designed the microgrid with the community and drew on local knowledge. This resulted in a finished design that mirrored consumer needs and values. For example, the project responded to the community’s desire to ensure that no one is left behind in the energy transition by offering a social tier to vulnerable customers.
Empowering Communities with Community Batteries
Ausgrid
Ausgrid installed seven community batteries across Sydney and the Central Coast, engaging with local communities on battery placement and how to deliver solutions that represented value for these communities.
As part of the project, Ausgrid worked with communities that preferred solar to identify a range of community facilities that would benefit from, and be open to, a solar installation grant. This also informed Ausgrid’s strategy for launching EV charging and community batteries at scale, locating infrastructure where community interests and needs are high.
Smart Connect Solar
Horizon Power
Given the challenges of providing power to remote parts of Western Australia, this project investigated how to integrate rooftop solar energy into small microgrids. Adopting a human centred design approach, the project engaged extensively with solar installers and customers to ensure the solution met their needs and expectations.
Early customer engagement unearthed areas where Horizon Power could provide tangible value to consumers, like providing personalised energy bill savings calculations based on actual consumption data (with solar included) to each household.
Electricity Networks – Customer Voice Groups (for Price Reset 2026-31)
Jemena
Jemena designed an engagement program to feed into the process of its Network Reset, which determines how much revenue networks can recover from their customers. This included holding six Customer Voices Groups made up of 100 customers in North West Melbourne, who have greater barriers to accessing and navigating the energy system.
As a result of these consultations, the Draft Proposal for the Reset now includes new initiatives to support customers experiencing vulnerability, such as increased customer education, new communication channels, and accessible communication efforts.
The winner of the award will be announced on Thursday 19 September at the Energy Networks Annual Dinner and Awards Night in Melbourne.