Energy users represent customer voice on electricity issues

Energy users represent customer voice on electricity issues

Emily Wood | October 4, 2018

Essential Energy has welcomed five new members to its Customer Advocacy Group (CAG), including CEO of the Energy Users’ Association of Australia (EUAA), Andrew Richards.

The group is one of Essential Energy’s core customer forums, representing local communities in ensuring the regional NSW poles and wires business consults closely and stays attuned to local issues.

General Manager Customer and Stakeholder Engagement, Roger Marshall, said Andrew had added his voice to the group which represents low-income households, Indigenous and ethnic groups, people with disabilities, residential and business customers, those in rural and remote areas, and primary producers.

“The Customer Advocacy Group has been operating for more than 20 years in different forms and provides a proactive forum for us to engage with, and gain valuable insight from, our customers and stakeholders,” Roger said.

“While Essential Energy’s network component equates to around one-third of the typical customer’s total electricity bill, the CAG has helped us deliver 40 per cent reductions in network charges during 2014-19. The Group’s advice and feedback enables us to gauge customer sentiment on a range of issues and guides us to continually improve our services across regional, rural and remote NSW.”

The group meets regularly and includes representatives from the Aboriginal Employment Strategy, Public Interest Advocacy Centre, St Vincent de Paul Society, NSW Farmers’ Association, Country Women’s Association, Cotton Australia, Caravan and Camping Industry Association NSW, Total Environmental Centre and the general community.

Andrew attended his inaugural CAG meeting in Wagga Wagga on 14 and 15 August 2018 where he met fellow members and key Essential Energy representatives.

“The conversation, consultation and insights provided by the CAG is invaluable and we very much appreciate the contributions of members,” Roger said. “I look forward to the CAG members’ continued participation as we further improve safety, service and business sustainability and maintain downward pressure on network charges.”

For more information on Essential Energy’s Customer Advocacy Group, visit

Image in banner:
EUAA CEO Andrew Richards [sixth from left] with fellow Customer Advocacy Group members and Essential Energy representatives outside the business’ Southern regional office in Wagga Wagga.

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