About the Customer Service and Experience Working Group
To give a voice to our customers and communities across Queensland, Energy Queensland has established the Energy Queensland Customer and Community Council (the Council) and its associated Working Groups.
Customer Service and Experience Working Group has a key focus on facilitating breadth and depth of discussions on key topics and issues relating to Ergon Energy Network and Energex's strategies and business operations. It plays a critical role in ensuring customer and community perspectives help influence business decisions. The Working Group will focus on more specific issues and industry challenges as outlined in the scope for the Customer Service and Experience Working Group, which can be found on page eight of the Energy Queensland Customer and Stakeholder Engagement Framework.
Role of the Working Group
Our Working Group members bring a strong interest in the energy sector and play a vital role of constructively 'testing and challenging' and collaborating with us and other organisations to advance the interest of customers and communities.
Customer and energy industry expertise — provide an opportunity for customers and stakeholders to offer their expertise and insights on energy industry matters, emerging trends, and customer and community expectations to strengthen customer-centric decision making on the topics and issues within the scope of each Working Group.
Test and challenge — provide independent, constructive feedback on Ergon Energy Network and Energex's strategies, operations, initiatives, and investments relating to the topics and issues within scope of the Working Group to ensure they align with customer and community needs and expectations.
Consensus-based advice/recommendations — collaborate and consider different opinions and where relevant and possible, explore trade-offs to develop consensus positions so that advice and recommendations can be made to Ergon Energy Network and Energex on the topics and issues within the scope of the Working Group to maximise opportunities for Working Group members to influence business thinking and decisions.
Reporting — share deliberations and findings of each Working Group through verbal and/or written briefings and reports with the Council and other engagement forums when requested to maximise knowledge sharing opportunities and inform additional discussions and engagements.
Advise on customer research, communication and engagement activities — provide input into research, communication and engagement activities, such as research required to obtain customer insights (including customer trials), customer and stakeholder engagement activities, and communication activities and materials to ensure each are 'fit-for-purpose’ and take account of the diverse needs and specific requirements of Ergon Energy Network and Energex's diverse customer base.
Leverage networks — gather feedback, test insights, and validate perspectives through members’ respective organisations and networks to ensure customer and community voices are accurately represented in discussions and maximise opportunities for increasing customer awareness by distributing information from Ergon Energy Network and Energex.
Our Members
Robyn Robinson
Director
Council on the Ageing Queensland Council on the Ageing (COTA) Queensland is Queensland’s peak organisation for seniors, advancing the rights, needs, interests and futures of people as we age. With the large and growing number of older people in our state, we work to influence positive outcomes for Queenslanders. We provide a connection point for older people, their families and communities, organisations, and governments at all levels to address issues for Queenslanders and co-create change. |  |
Gavin Dufty
National Director Energy policy and research
St Vincent De Paul The St Vincent de Paul Society works with governments and like-minded organisations to advocate for public policy changes that help people reach their life potential. We work to combat social injustice by advocating for people who are marginalised or disadvantaged, or at risk of experiencing disadvantage. Our advocacy work goes to the heart of what the St Vincent de Paul Society stands for. | 
|
Matthew Duncan
Technical Support Manager
Master Electricians Australia Masters Electricians Australia (MEA) is a Peak Industry Association which has been supporting and advocating on behalf of electrical contractors for over 80 years. MEA is the Industry voice and the Electrician’s choice. Matthew has been committed to the electrical industry for more than two decades across a variety of industries including water, network distribution, data centre infrastructure, commercial and domestic installations. Currently the Technical Support Manager for MEA, he has been providing expert interpretation and assistance to contractors and electricians on national and state based electrical safety standards for over 12 years. |  |
Rebekah Thielemans
Senior Communications & Engagement Manager
Energy Consumers Australia Energy Consumers Australia is the national voice for household and small business energy consumers. We promote the long-term interests of households and small businesses who use energy in Australia by providing and enabling evidence-based advocacy to the energy sector on the issues that affect consumers. |  |
David Warner
Chair, Qld Policy Advisory Group
National Seniors Australia National Seniors Australia (NSA) is the leading, not-for-profit, independent, membership-based voice for older Australians with over 15,000 members throughout Queensland. NSA focuses on policy development and advocacy based on research and education with the aim of advancing the social and public welfare of Older Australians. NSA has 31 Branches throughout Queensland and is currently focused on Cost of Living as one of the most significant concerns of members, in addition to Health, Aged Care, Concessions and Housing. |  |
Please email customeradvocacy@energyq.com.au for more information.
Go to Energy Queensland Customer and Community Council page
About the Customer Service and Experience Working Group
To give a voice to our customers and communities across Queensland, Energy Queensland has established the Energy Queensland Customer and Community Council (the Council) and its associated Working Groups.
Customer Service and Experience Working Group has a key focus on facilitating breadth and depth of discussions on key topics and issues relating to Ergon Energy Network and Energex's strategies and business operations. It plays a critical role in ensuring customer and community perspectives help influence business decisions. The Working Group will focus on more specific issues and industry challenges as outlined in the scope for the Customer Service and Experience Working Group, which can be found on page eight of the Energy Queensland Customer and Stakeholder Engagement Framework.
Role of the Working Group
Our Working Group members bring a strong interest in the energy sector and play a vital role of constructively 'testing and challenging' and collaborating with us and other organisations to advance the interest of customers and communities.
Customer and energy industry expertise — provide an opportunity for customers and stakeholders to offer their expertise and insights on energy industry matters, emerging trends, and customer and community expectations to strengthen customer-centric decision making on the topics and issues within the scope of each Working Group.
Test and challenge — provide independent, constructive feedback on Ergon Energy Network and Energex's strategies, operations, initiatives, and investments relating to the topics and issues within scope of the Working Group to ensure they align with customer and community needs and expectations.
Consensus-based advice/recommendations — collaborate and consider different opinions and where relevant and possible, explore trade-offs to develop consensus positions so that advice and recommendations can be made to Ergon Energy Network and Energex on the topics and issues within the scope of the Working Group to maximise opportunities for Working Group members to influence business thinking and decisions.
Reporting — share deliberations and findings of each Working Group through verbal and/or written briefings and reports with the Council and other engagement forums when requested to maximise knowledge sharing opportunities and inform additional discussions and engagements.
Advise on customer research, communication and engagement activities — provide input into research, communication and engagement activities, such as research required to obtain customer insights (including customer trials), customer and stakeholder engagement activities, and communication activities and materials to ensure each are 'fit-for-purpose’ and take account of the diverse needs and specific requirements of Ergon Energy Network and Energex's diverse customer base.
Leverage networks — gather feedback, test insights, and validate perspectives through members’ respective organisations and networks to ensure customer and community voices are accurately represented in discussions and maximise opportunities for increasing customer awareness by distributing information from Ergon Energy Network and Energex.
Our Members
Robyn Robinson
Director
Council on the Ageing Queensland Council on the Ageing (COTA) Queensland is Queensland’s peak organisation for seniors, advancing the rights, needs, interests and futures of people as we age. With the large and growing number of older people in our state, we work to influence positive outcomes for Queenslanders. We provide a connection point for older people, their families and communities, organisations, and governments at all levels to address issues for Queenslanders and co-create change. | |
Gavin Dufty
National Director Energy policy and research
St Vincent De Paul The St Vincent de Paul Society works with governments and like-minded organisations to advocate for public policy changes that help people reach their life potential. We work to combat social injustice by advocating for people who are marginalised or disadvantaged, or at risk of experiencing disadvantage. Our advocacy work goes to the heart of what the St Vincent de Paul Society stands for. |
|
Matthew Duncan
Technical Support Manager
Master Electricians Australia Masters Electricians Australia (MEA) is a Peak Industry Association which has been supporting and advocating on behalf of electrical contractors for over 80 years. MEA is the Industry voice and the Electrician’s choice. Matthew has been committed to the electrical industry for more than two decades across a variety of industries including water, network distribution, data centre infrastructure, commercial and domestic installations. Currently the Technical Support Manager for MEA, he has been providing expert interpretation and assistance to contractors and electricians on national and state based electrical safety standards for over 12 years. | |
Rebekah Thielemans
Senior Communications & Engagement Manager
Energy Consumers Australia Energy Consumers Australia is the national voice for household and small business energy consumers. We promote the long-term interests of households and small businesses who use energy in Australia by providing and enabling evidence-based advocacy to the energy sector on the issues that affect consumers. | |
David Warner
Chair, Qld Policy Advisory Group
National Seniors Australia National Seniors Australia (NSA) is the leading, not-for-profit, independent, membership-based voice for older Australians with over 15,000 members throughout Queensland. NSA focuses on policy development and advocacy based on research and education with the aim of advancing the social and public welfare of Older Australians. NSA has 31 Branches throughout Queensland and is currently focused on Cost of Living as one of the most significant concerns of members, in addition to Health, Aged Care, Concessions and Housing. | |
Please email customeradvocacy@energyq.com.au for more information.
Go to Energy Queensland Customer and Community Council page
