Regulatory Determination Project 2025

Share on Facebook Share on Twitter Share on Linkedin Email this link

Ergon Energy Network and Energex, as Queensland's electricity distributors, are engaging broadly on their investment plans for 2025 to 2030, and a range of related revenue and regulatory considerations, and Queensland's ongoing network tariff reform journey. This page is for customers and other stakeholders interested in keeping updated on this engagement.

Ergon Energy Network delivers electricity to more than 750,000 homes and businesses across an area that spans 97% of Queensland, while Energex delivers electricity to more than 1.5 million homes and businesses in South-East Queensland.

Distribution Network Service Providers (DNSPs) are natural monopolies and, as such, are subject to economic regulation by the Australian Energy Regulator (AER) under Chapter 6 of the National Electricity Rules. Under the current regulatory framework, every five years we submit regulatory proposals and tariff structure statements to the AER, setting out, among other things, our proposed investment plans, revenue allowances and tariff structures for the coming five-year regulatory control period.

Through this process, the AER will assess our proposals and set the efficient revenues and prices that we can recover from our customers over the period from 1 July 2025 to 30 June 2030. The process of determining the efficient revenues and prices is referred to as the ‘Regulatory Determination’ or ‘Reset’ process. The development of our regulatory proposals is a significant undertaking involving multiple teams across Ergon Energy Network and Energex working in close partnership with our customers, communities and other stakeholders.

Our Customer and Stakeholder Engagement Plan

To make this happen, we’re now outworking the engagement activities outlined in our Customer and Stakeholder Engagement Plan, and building on our longstanding commitment to sincere, and genuine engagement. This follows the co-design of the overarching Customer and Stakeholder Engagement Strategy in 2022, where we explored how we could best understand Queensland’s future energy needs with our customers and other stakeholders.

To facilitate customer and community participation in the 2025 regulatory process we have already established the Ergon Energy Network and Energex Reset Reference Group, as one of the first steps in these phases of the engagement plan.

Our Business Narratives

To provide our customers and stakeholders with an understanding of our operations and to support the development of our future energy services and investment plans for the upcoming 2025-30 regulatory period, we have published our Ergon Energy Network Business Narrative and Energex Business Narrative documents.

These business narratives will evolve over the course of this year as we engage with our customers and stakeholders to shape our two regulatory proposals before they are submitted to the Australian Energy Regulator in January 2024.

We welcome feedback to our business narratives to ensure we have captured the issues and challenges important to our customers and their energy future.

Recent Engagement Activity

October 2023

During the month, we undertook several engagement activities to receive feedback on our Draft Plans. Take a look at our dedicated page to read through the Draft Plan Webinar outcome and summary reports for Ergon Energy Network and Energex.

A Retailer Forum was held with further information on the dedicated energy retailers page. Public lighting provided an update to stakeholders and the October activities are now live on the Public Lighting page. Our large customers gathered together again this month and the presentation and outcome and summary report can be found on the Large Customer Forum page.

Updates were also provided to Brisbane and Townsville customer focus groups who we previously met in August. Energex Outcome and Summary Report Report and Ergon Energy Network Outcome and Summary Report provide further details on these engagements.

Our Voice of the Customer Panel members for Ergon Energy Network and Energex were also recalled and met in October to discuss how we are incorporating the final recommendations they provided into our Regulatory Proposals.


September 2023

The second RDP2025 Forum of the year was held in our Newstead office. An early preview of Ergon Energy Network's and Energex's Draft Plans was provided to stakeholders including members from the Customer and Community Council, Agriculture Forum and Reset Reference Group to foster discussions on key elements shaping the RDP 2025 regulatory proposals. Please read The Outcomes Report for further information.

CEO Peter Scott providing an overview and welcoming participants.

Acting Executive General Manager Nicola Roscoe outlining network investment priorities for Ergon Energy Network

Digital Division's Leadership Team providing an overview of ICT investment plans

The Ergon Energy Network and Energex 2025-30 Draft Plans are published. Webinars were also held to capture customer feedback. Take a look on the dedicated page. The consultation is open until Friday 13 October 2023.

The third meeting for the Network Pricing Working Group was held on 26 September 2023 to consider feedback from customers on tariffs captured through the engagement processes to date. The Outcomes and Summary Report prepared by Deloitte outlines key discussions from the day.

August 2023


The online Large Customer Forum was attended by more than 90 customers and stakeholders.

The Forum sought to engage the three different customer classes

1. SAC Large Customers (Low Voltage Customers above 100MWh)

2. CAC Customers (High Voltage 11-66kV)

3. ICC Customers (High Voltage 33-132kV above 10MVA)

The session was facilitated by Deloitte and an Outcome Report provides more details.

The Network Pricing Working Group’s second meeting was held this month and the Working Group reviewed retailers, small business customers and large business customers’ perspectives on network tariffs and what impacts this would have for the proposed changes to the network tariff structures for 2025-30. The Outcomes and Summary Report by facilitators Deloitte provides the details of discussions.

In August, in person customer focus groups were held in Townsville and Brisbane facilitated by Deloitte. More than 15 customers in each location were consulted on investments options for fleet, property, network capital expenditure, information technology expenditure and incorporating renewables such as battery systems and electric vehicles into the network. Customer gave their views and preferences as to our approach on these key expenditure channels for our regulatory proposals. The Ergon Energy Network and Energex Reports prepared by Deloitte provide insights from these engagements.

After two intensive weekend sessions in August, our Voice of the Customer Panels provided us with key recommendations relating to network tariffs and customer service particularly Customer Service Incentive Schemes. We are grateful for these complex discussions with the Energex and Ergon Energy Network Voice of the Customer Panels as these are direct customer contributions into our regulatory proposals. We will look to provide further feedback in October regarding these key recommendations. Energex Recommendation Report and Ergon Energy Network Recommendation Report.

July 2023

We hosted online Retailer Forums centred around our 2025-30 Tariff Structure Statement on Thursday 6 and Monday 10 July. Key discussion points were:

  • Our proposed direction for tariffs in 2025-30 and beyond
  • Areas of key engagement activity with customers and Electricity Retailers
  • Feedback from our customer engagement to date.

Post the 2025-30 Tariff Structure Statement Retailer Forums, we held one-on-one sessions with our larger Retailers to obtain, discuss and understand individual organisational feedback. These sessions are scheduled throughout July and August.

The Network Pricing Working Group met for the first time this month and is tasked to take a more holistic cross-customers perspective on network tariff reform. During the month small business one-on-one interviews were conducted to obtain insights on the network tariff needs and preferences of this customer cohort. An Outcomes Report details the insights for these interviews and will assist Network Pricing Working Group with their deliberations.

In July the Voice of the Customer Panel met again and delved into the challenges for network tariffs and customer service for each network business. The Panel began to look at developing recommendations that could assist with customer preferences around these two topics being incorporated into Energex and Ergon Energy Network’s regulatory proposals.

Public Lighting released their Issues Paper and sought feedback on five specific questions. For more information please visit - Public Lighting Forum | Talking Energy

June 2023

June 2023 was a busy month for customer and stakeholder engagement. We started on 1 June 2023 with the RDP 2025 Stakeholder Forum attended by our Customer & Community Council, Agriculture Forum members as well as others, with over 27 stakeholders participating. The main purpose of the Forum was to bring together our key stakeholders and consult with them on all aspects of our customer and stakeholder engagement program and gain their perspectives on key issues influencing the RDP 2025 regulatory proposals development. Please see the Outcomes Report for additional information.

Providing insights and generating stakeholder conversations to inform our draft proposals.

Our RDP 2025 Executive Management Committee engaging and answering stakeholder questions.

Our Perspectives Gathering online customer engagement focus groups concluded in early June with the insights captured to ensure the ‘quiet voices’ and ‘future voices’ inform the Voice of the Customer Panels process. We worked together with some of our key stakeholders to communicate the opportunity for customers engage with us on the future of energy services which generated great interest. In total:

  • Over 1,300 people visited the ‘Yes, I am interested…” engagement page.
  • 436 people registered and expressed their interest to participate.
  • 133 people representing various cohorts participated in the workshops.

Cohorts represented included:

    • People with solar PV and/or battery storage systems
    • People who own an electric vehicle
    • Young people
    • Seniors
    • Multi-cultural groups / English not first language
    • First Nations/Indigenous
    • People living with a disability
    • People with medical conditions who may rely on life-support systems
    • People renting their home
    • Small-medium business owners.

Key topics of engagement were customer service incentives and network tariffs. For the summary reports please see Energex - Perspectives Group and Interviews Wider Engagement Report and Ergon Network - Perspectives Groups and Interviews Wider Engagement Report

The Ergon Network and Energex Voice of the Customer Panels commenced on 13 and 15 June 2023 respectively, providing an opportunity for collaborative deliberations about energy service customers want us to deliver in the future. The first Meet and Greet sessions were designed for customers/ participants and EQL senior staff to meet, engage and capture initial customer perspectives. Over 90 customers attended the Meet and Greet sessions held on 13 June 2023 for Ergon Network and 15 June 2023 for Energex, returning for the Day 1 workshop sessions held on 17 & 18 June 2023.

Both Panels are independently facilitated and are designed to provide a consultation platform for an in-depth discussion with approximately 50 Energex and 50 Ergon Network customers representing all regions and demographics across our diverse customer base. The next Voice of the Customer Panel sessions are scheduled for 15 & 16 July 2023. These sessions will enable further exploration and deep dives on the network tariffs of the future and customer service including the Customer Service Incentive Scheme (CSIS). Further sessions are planned for August and October 2023.

The Voice of the Customer Panels’ views will be critical in informing development of our Draft Plans to be published in September 2023.

Let’s talk Tariffs and Customer Service Incentive Schemes – Videos and Fact Sheets

As part of our consultation, our Voice of the Customer panels asked for easy-to-understand information on Network Tariffs and Customer Service Incentive Schemes. We listened and created a number of short videos:

In addition, please see the following Network Tariff Fact Sheets for your information:

Our ongoing Reset Reference Group meetings focussed on customer engagement and network tariff development.

Watch our latest videos with some of our Reset Reference Group members and their update on the RDP2025:

May 2023

From February 2023 to May 2023 we have engaged, listened and evaluated insights provided by our customers and stakeholders to identify and inform key issues for our future in-depth discussion planned for June 2023.

Reset Reference Group meetings focussed on topics of customer and stakeholder engagement and high-level expenditure forecasts for 2025-30.

Our Perspectives Gathering customer online workshops took place on 29 May for Energex and 31 May for Ergon Energy Network with conversations centring on customer incentive schemes and tariffs consultation. Both sessions were well attended with almost 70 customers participating.

In addition, our Public Lighting engagement continued consultation on possible revenue and tariff models for both, Energex and Ergon Energy Networks. For more information please visit - Public Lighting Forum | Talking Energy

Our community engagement team attended Ipswich Show and we supported Queensland Energy and Job Plan Roadshow in Cairns.

April 2023

We continue to engage daily with our customers and stakeholders on a variety of topics and through a range of channels, as well as our comprehensive engagement and consultation with the Reset Reference Group (RRG) observed by Customer Consultative Panel (CCP) and Australian Energy Regulator (AER).

Our Reset Reference Group meetings focussed on topics of Minimum Demand, Non-Network Solutions, Distribution System Operator and Tariffs as well as on the engagement scope.

For more information about the RRG please visit - Reset Reference Group | Talking Energy

Focus of our engagement in April was on finalising our Voice of the Customer (VoC) Panels and Perspective Gatherings Targeted Conversations approach with the recruitment occurring respectively throughout the April and May 2023. The VoC recruitment is conducted by Sortition Foundation with the first VOC Panel meetings to take place in early June. The Perspectives Gathering first engagement sessions are to take place in late May and early June.

Our 2025-30 Reset Customer Engagement Program began in 2021 with Tariff Reform Working Group. This month we had the last meeting of this Working Group as we look to evolve how we engage on tariffs and network pricing.

For more information about the Tariff Reform Working Group please visit - Tariff Reform Working Group | Talking Energy).

In addition, our Public Lighting consultation sessions focussed on LED conversion rollout and shared learning session from March consultation on topic of Smart Controllers. For more information please visit - Public Lighting Forum | Talking Energy

Our community engagement team supported Queensland Energy and Job Plan Roadshow in Brisbane.

March 2023

Throughout March, our engagement program focussed on the following activities:

  • Business and Reset Reference Group (RRG) updates to the Energy Queensland Customer and Community Council and Agricultural Forum on the progress of the 2025 Regulatory Determination Project.
  • Codesign of engagement plan activities with our engagement partners, RRG and key business leaders as part of our Voice of the Customer peoples’ panel and customer perspectives gathering engagement approach.
  • Briefing sessions with RRG around topics that included network tariffs, high-level financial expenditure forecasts for 2025-30, Distributed Energy Resources (DER), network resilience, and digital investment, including cyber security.
  • RRG meeting with the Regulatory and Compliance Committee touching base on progress around the project to date.
  • Ongoing Public Lighting engagement sessions with stakeholders on topics of smart controllers and tariffs.

In addition to the activities mentioned above Energex and Ergon Energy Network submitted a proposal to the AER to undertake a tariff trial for large customers. We are now calling for applications for large customers to join the trial, which will investigate network tariffs that may be more suitable to the usage pattern (both high demand and high export usage patterns) of grid-scale battery connections to the network, and the various network and customer benefits. Other large customers are also encouraged to apply. For more information on the trial email tarifftrials@energyq.com.au

February 2023

February saw the commencement of targeted Tariff Structure Statement engagement sessions with energy retailers concerning our engagement approach, process and key timeframes. The sessions focussed on:

  • Engagement milestones and stages of engagement
  • Proposed tariff reform objectives and initiatives
  • Tariff streamlining
  • Tariff trials update

The Reset Reference Group (RRG) also met with our Regulatory and Policy Committee, a sub-Committee of the Board. The meeting provided an opportunity for the RRG to hear directly from Directors on the key issues they see as important from both a customer and business perspective in the development of the regulatory proposals and the key topics and issues upon which customers will be engaged.

January 2023

Throughout January 2023, we held a number of engagement planning meetings and workshops attended by members of Reset Reference Group (RRG) and observed by the Consumer Challenge Panel and Australian Energy Regulator. Members, representing a diverse range of interests, came together with the Regulatory Reset project team to review current business-as-usual customer research findings and help craft the engagement themes to be explored through the Regulatory Reset engagement program and next phases of the engagement program.

As a result of their feedback, the engagement program was amended to detail achievable engagement activities and timelines now outlined in the RDP2025 Customer and Stakeholder Engagement Plan

December 2022

Following a larger stakeholder event to allow the Energy Queensland Board and Executive to meet and greet, the two forums came together to discuss the delivering the Queensland Energy and Jobs Plan, the process now underway for Energex and Ergon Network's Regulatory Determinations (with introductions to the Rest Reference Gorup), and the approach to Energex and Ergon Network's Tariff Structure Statements for 2025-30. See slides.

October 2022

Around 50 residential and small business customers, members of our Customer and Community Council and other respected customer representative groups worked together in a co-design process to shape the direction of the future engagement around our regulatory proposals. We were keenly interested in the views of a representative range of participants. Ergon Energy Network and Energex executives, directors and employees, and key regulatory and Queensland government representatives also participated as observers.

September 2022

Our Public Lighting Forum was re-established to help refresh of our public lighting strategies and inform our proposed investment plans for 2025 to 2030. The forum is allowing representative Council and 'Main Roads' stakeholders to engage on our future lighting services, and related-smart technologies and tariff solutions. You can follow these discussions as we move to draft, test and submit this element of our Regulatory Proposals.

October 2021 to November 2022

As part of our move to more cost-reflective network tariffs, our Tariff Reform Working Group has helped co-design residential network tariff options for smart-metered residential Standard Asset Connection (SAC) small customers, which we are now testing in trial(s) through 2023.


If you'd like to get involved in any of our engagement activities, please note your interest in the GET INVOLVED tab below.

If you'd just like to be kept up to date as we move through the phases, use the REGISTER NOW button on the top of this page.

Ergon Energy Network and Energex, as Queensland's electricity distributors, are engaging broadly on their investment plans for 2025 to 2030, and a range of related revenue and regulatory considerations, and Queensland's ongoing network tariff reform journey. This page is for customers and other stakeholders interested in keeping updated on this engagement.

Ergon Energy Network delivers electricity to more than 750,000 homes and businesses across an area that spans 97% of Queensland, while Energex delivers electricity to more than 1.5 million homes and businesses in South-East Queensland.

Distribution Network Service Providers (DNSPs) are natural monopolies and, as such, are subject to economic regulation by the Australian Energy Regulator (AER) under Chapter 6 of the National Electricity Rules. Under the current regulatory framework, every five years we submit regulatory proposals and tariff structure statements to the AER, setting out, among other things, our proposed investment plans, revenue allowances and tariff structures for the coming five-year regulatory control period.

Through this process, the AER will assess our proposals and set the efficient revenues and prices that we can recover from our customers over the period from 1 July 2025 to 30 June 2030. The process of determining the efficient revenues and prices is referred to as the ‘Regulatory Determination’ or ‘Reset’ process. The development of our regulatory proposals is a significant undertaking involving multiple teams across Ergon Energy Network and Energex working in close partnership with our customers, communities and other stakeholders.

Our Customer and Stakeholder Engagement Plan

To make this happen, we’re now outworking the engagement activities outlined in our Customer and Stakeholder Engagement Plan, and building on our longstanding commitment to sincere, and genuine engagement. This follows the co-design of the overarching Customer and Stakeholder Engagement Strategy in 2022, where we explored how we could best understand Queensland’s future energy needs with our customers and other stakeholders.

To facilitate customer and community participation in the 2025 regulatory process we have already established the Ergon Energy Network and Energex Reset Reference Group, as one of the first steps in these phases of the engagement plan.

Our Business Narratives

To provide our customers and stakeholders with an understanding of our operations and to support the development of our future energy services and investment plans for the upcoming 2025-30 regulatory period, we have published our Ergon Energy Network Business Narrative and Energex Business Narrative documents.

These business narratives will evolve over the course of this year as we engage with our customers and stakeholders to shape our two regulatory proposals before they are submitted to the Australian Energy Regulator in January 2024.

We welcome feedback to our business narratives to ensure we have captured the issues and challenges important to our customers and their energy future.

Recent Engagement Activity

October 2023

During the month, we undertook several engagement activities to receive feedback on our Draft Plans. Take a look at our dedicated page to read through the Draft Plan Webinar outcome and summary reports for Ergon Energy Network and Energex.

A Retailer Forum was held with further information on the dedicated energy retailers page. Public lighting provided an update to stakeholders and the October activities are now live on the Public Lighting page. Our large customers gathered together again this month and the presentation and outcome and summary report can be found on the Large Customer Forum page.

Updates were also provided to Brisbane and Townsville customer focus groups who we previously met in August. Energex Outcome and Summary Report Report and Ergon Energy Network Outcome and Summary Report provide further details on these engagements.

Our Voice of the Customer Panel members for Ergon Energy Network and Energex were also recalled and met in October to discuss how we are incorporating the final recommendations they provided into our Regulatory Proposals.


September 2023

The second RDP2025 Forum of the year was held in our Newstead office. An early preview of Ergon Energy Network's and Energex's Draft Plans was provided to stakeholders including members from the Customer and Community Council, Agriculture Forum and Reset Reference Group to foster discussions on key elements shaping the RDP 2025 regulatory proposals. Please read The Outcomes Report for further information.

CEO Peter Scott providing an overview and welcoming participants.

Acting Executive General Manager Nicola Roscoe outlining network investment priorities for Ergon Energy Network

Digital Division's Leadership Team providing an overview of ICT investment plans

The Ergon Energy Network and Energex 2025-30 Draft Plans are published. Webinars were also held to capture customer feedback. Take a look on the dedicated page. The consultation is open until Friday 13 October 2023.

The third meeting for the Network Pricing Working Group was held on 26 September 2023 to consider feedback from customers on tariffs captured through the engagement processes to date. The Outcomes and Summary Report prepared by Deloitte outlines key discussions from the day.

August 2023


The online Large Customer Forum was attended by more than 90 customers and stakeholders.

The Forum sought to engage the three different customer classes

1. SAC Large Customers (Low Voltage Customers above 100MWh)

2. CAC Customers (High Voltage 11-66kV)

3. ICC Customers (High Voltage 33-132kV above 10MVA)

The session was facilitated by Deloitte and an Outcome Report provides more details.

The Network Pricing Working Group’s second meeting was held this month and the Working Group reviewed retailers, small business customers and large business customers’ perspectives on network tariffs and what impacts this would have for the proposed changes to the network tariff structures for 2025-30. The Outcomes and Summary Report by facilitators Deloitte provides the details of discussions.

In August, in person customer focus groups were held in Townsville and Brisbane facilitated by Deloitte. More than 15 customers in each location were consulted on investments options for fleet, property, network capital expenditure, information technology expenditure and incorporating renewables such as battery systems and electric vehicles into the network. Customer gave their views and preferences as to our approach on these key expenditure channels for our regulatory proposals. The Ergon Energy Network and Energex Reports prepared by Deloitte provide insights from these engagements.

After two intensive weekend sessions in August, our Voice of the Customer Panels provided us with key recommendations relating to network tariffs and customer service particularly Customer Service Incentive Schemes. We are grateful for these complex discussions with the Energex and Ergon Energy Network Voice of the Customer Panels as these are direct customer contributions into our regulatory proposals. We will look to provide further feedback in October regarding these key recommendations. Energex Recommendation Report and Ergon Energy Network Recommendation Report.

July 2023

We hosted online Retailer Forums centred around our 2025-30 Tariff Structure Statement on Thursday 6 and Monday 10 July. Key discussion points were:

  • Our proposed direction for tariffs in 2025-30 and beyond
  • Areas of key engagement activity with customers and Electricity Retailers
  • Feedback from our customer engagement to date.

Post the 2025-30 Tariff Structure Statement Retailer Forums, we held one-on-one sessions with our larger Retailers to obtain, discuss and understand individual organisational feedback. These sessions are scheduled throughout July and August.

The Network Pricing Working Group met for the first time this month and is tasked to take a more holistic cross-customers perspective on network tariff reform. During the month small business one-on-one interviews were conducted to obtain insights on the network tariff needs and preferences of this customer cohort. An Outcomes Report details the insights for these interviews and will assist Network Pricing Working Group with their deliberations.

In July the Voice of the Customer Panel met again and delved into the challenges for network tariffs and customer service for each network business. The Panel began to look at developing recommendations that could assist with customer preferences around these two topics being incorporated into Energex and Ergon Energy Network’s regulatory proposals.

Public Lighting released their Issues Paper and sought feedback on five specific questions. For more information please visit - Public Lighting Forum | Talking Energy

June 2023

June 2023 was a busy month for customer and stakeholder engagement. We started on 1 June 2023 with the RDP 2025 Stakeholder Forum attended by our Customer & Community Council, Agriculture Forum members as well as others, with over 27 stakeholders participating. The main purpose of the Forum was to bring together our key stakeholders and consult with them on all aspects of our customer and stakeholder engagement program and gain their perspectives on key issues influencing the RDP 2025 regulatory proposals development. Please see the Outcomes Report for additional information.

Providing insights and generating stakeholder conversations to inform our draft proposals.

Our RDP 2025 Executive Management Committee engaging and answering stakeholder questions.

Our Perspectives Gathering online customer engagement focus groups concluded in early June with the insights captured to ensure the ‘quiet voices’ and ‘future voices’ inform the Voice of the Customer Panels process. We worked together with some of our key stakeholders to communicate the opportunity for customers engage with us on the future of energy services which generated great interest. In total:

  • Over 1,300 people visited the ‘Yes, I am interested…” engagement page.
  • 436 people registered and expressed their interest to participate.
  • 133 people representing various cohorts participated in the workshops.

Cohorts represented included:

    • People with solar PV and/or battery storage systems
    • People who own an electric vehicle
    • Young people
    • Seniors
    • Multi-cultural groups / English not first language
    • First Nations/Indigenous
    • People living with a disability
    • People with medical conditions who may rely on life-support systems
    • People renting their home
    • Small-medium business owners.

Key topics of engagement were customer service incentives and network tariffs. For the summary reports please see Energex - Perspectives Group and Interviews Wider Engagement Report and Ergon Network - Perspectives Groups and Interviews Wider Engagement Report

The Ergon Network and Energex Voice of the Customer Panels commenced on 13 and 15 June 2023 respectively, providing an opportunity for collaborative deliberations about energy service customers want us to deliver in the future. The first Meet and Greet sessions were designed for customers/ participants and EQL senior staff to meet, engage and capture initial customer perspectives. Over 90 customers attended the Meet and Greet sessions held on 13 June 2023 for Ergon Network and 15 June 2023 for Energex, returning for the Day 1 workshop sessions held on 17 & 18 June 2023.

Both Panels are independently facilitated and are designed to provide a consultation platform for an in-depth discussion with approximately 50 Energex and 50 Ergon Network customers representing all regions and demographics across our diverse customer base. The next Voice of the Customer Panel sessions are scheduled for 15 & 16 July 2023. These sessions will enable further exploration and deep dives on the network tariffs of the future and customer service including the Customer Service Incentive Scheme (CSIS). Further sessions are planned for August and October 2023.

The Voice of the Customer Panels’ views will be critical in informing development of our Draft Plans to be published in September 2023.

Let’s talk Tariffs and Customer Service Incentive Schemes – Videos and Fact Sheets

As part of our consultation, our Voice of the Customer panels asked for easy-to-understand information on Network Tariffs and Customer Service Incentive Schemes. We listened and created a number of short videos:

In addition, please see the following Network Tariff Fact Sheets for your information:

Our ongoing Reset Reference Group meetings focussed on customer engagement and network tariff development.

Watch our latest videos with some of our Reset Reference Group members and their update on the RDP2025:

May 2023

From February 2023 to May 2023 we have engaged, listened and evaluated insights provided by our customers and stakeholders to identify and inform key issues for our future in-depth discussion planned for June 2023.

Reset Reference Group meetings focussed on topics of customer and stakeholder engagement and high-level expenditure forecasts for 2025-30.

Our Perspectives Gathering customer online workshops took place on 29 May for Energex and 31 May for Ergon Energy Network with conversations centring on customer incentive schemes and tariffs consultation. Both sessions were well attended with almost 70 customers participating.

In addition, our Public Lighting engagement continued consultation on possible revenue and tariff models for both, Energex and Ergon Energy Networks. For more information please visit - Public Lighting Forum | Talking Energy

Our community engagement team attended Ipswich Show and we supported Queensland Energy and Job Plan Roadshow in Cairns.

April 2023

We continue to engage daily with our customers and stakeholders on a variety of topics and through a range of channels, as well as our comprehensive engagement and consultation with the Reset Reference Group (RRG) observed by Customer Consultative Panel (CCP) and Australian Energy Regulator (AER).

Our Reset Reference Group meetings focussed on topics of Minimum Demand, Non-Network Solutions, Distribution System Operator and Tariffs as well as on the engagement scope.

For more information about the RRG please visit - Reset Reference Group | Talking Energy

Focus of our engagement in April was on finalising our Voice of the Customer (VoC) Panels and Perspective Gatherings Targeted Conversations approach with the recruitment occurring respectively throughout the April and May 2023. The VoC recruitment is conducted by Sortition Foundation with the first VOC Panel meetings to take place in early June. The Perspectives Gathering first engagement sessions are to take place in late May and early June.

Our 2025-30 Reset Customer Engagement Program began in 2021 with Tariff Reform Working Group. This month we had the last meeting of this Working Group as we look to evolve how we engage on tariffs and network pricing.

For more information about the Tariff Reform Working Group please visit - Tariff Reform Working Group | Talking Energy).

In addition, our Public Lighting consultation sessions focussed on LED conversion rollout and shared learning session from March consultation on topic of Smart Controllers. For more information please visit - Public Lighting Forum | Talking Energy

Our community engagement team supported Queensland Energy and Job Plan Roadshow in Brisbane.

March 2023

Throughout March, our engagement program focussed on the following activities:

  • Business and Reset Reference Group (RRG) updates to the Energy Queensland Customer and Community Council and Agricultural Forum on the progress of the 2025 Regulatory Determination Project.
  • Codesign of engagement plan activities with our engagement partners, RRG and key business leaders as part of our Voice of the Customer peoples’ panel and customer perspectives gathering engagement approach.
  • Briefing sessions with RRG around topics that included network tariffs, high-level financial expenditure forecasts for 2025-30, Distributed Energy Resources (DER), network resilience, and digital investment, including cyber security.
  • RRG meeting with the Regulatory and Compliance Committee touching base on progress around the project to date.
  • Ongoing Public Lighting engagement sessions with stakeholders on topics of smart controllers and tariffs.

In addition to the activities mentioned above Energex and Ergon Energy Network submitted a proposal to the AER to undertake a tariff trial for large customers. We are now calling for applications for large customers to join the trial, which will investigate network tariffs that may be more suitable to the usage pattern (both high demand and high export usage patterns) of grid-scale battery connections to the network, and the various network and customer benefits. Other large customers are also encouraged to apply. For more information on the trial email tarifftrials@energyq.com.au

February 2023

February saw the commencement of targeted Tariff Structure Statement engagement sessions with energy retailers concerning our engagement approach, process and key timeframes. The sessions focussed on:

  • Engagement milestones and stages of engagement
  • Proposed tariff reform objectives and initiatives
  • Tariff streamlining
  • Tariff trials update

The Reset Reference Group (RRG) also met with our Regulatory and Policy Committee, a sub-Committee of the Board. The meeting provided an opportunity for the RRG to hear directly from Directors on the key issues they see as important from both a customer and business perspective in the development of the regulatory proposals and the key topics and issues upon which customers will be engaged.

January 2023

Throughout January 2023, we held a number of engagement planning meetings and workshops attended by members of Reset Reference Group (RRG) and observed by the Consumer Challenge Panel and Australian Energy Regulator. Members, representing a diverse range of interests, came together with the Regulatory Reset project team to review current business-as-usual customer research findings and help craft the engagement themes to be explored through the Regulatory Reset engagement program and next phases of the engagement program.

As a result of their feedback, the engagement program was amended to detail achievable engagement activities and timelines now outlined in the RDP2025 Customer and Stakeholder Engagement Plan

December 2022

Following a larger stakeholder event to allow the Energy Queensland Board and Executive to meet and greet, the two forums came together to discuss the delivering the Queensland Energy and Jobs Plan, the process now underway for Energex and Ergon Network's Regulatory Determinations (with introductions to the Rest Reference Gorup), and the approach to Energex and Ergon Network's Tariff Structure Statements for 2025-30. See slides.

October 2022

Around 50 residential and small business customers, members of our Customer and Community Council and other respected customer representative groups worked together in a co-design process to shape the direction of the future engagement around our regulatory proposals. We were keenly interested in the views of a representative range of participants. Ergon Energy Network and Energex executives, directors and employees, and key regulatory and Queensland government representatives also participated as observers.

September 2022

Our Public Lighting Forum was re-established to help refresh of our public lighting strategies and inform our proposed investment plans for 2025 to 2030. The forum is allowing representative Council and 'Main Roads' stakeholders to engage on our future lighting services, and related-smart technologies and tariff solutions. You can follow these discussions as we move to draft, test and submit this element of our Regulatory Proposals.

October 2021 to November 2022

As part of our move to more cost-reflective network tariffs, our Tariff Reform Working Group has helped co-design residential network tariff options for smart-metered residential Standard Asset Connection (SAC) small customers, which we are now testing in trial(s) through 2023.


If you'd like to get involved in any of our engagement activities, please note your interest in the GET INVOLVED tab below.

If you'd just like to be kept up to date as we move through the phases, use the REGISTER NOW button on the top of this page.

Page last updated: 29 Nov 2023, 01:16 PM