Consumer engagement program

Why are our consumers important to us?

All Canberrans are consumers of energy. Therefore it is vital to us that we hear from you about what we are doing well, what we are not doing well and how we can improve.  ActewAGL Distribution (AAD) owns and operates the ACT electricity and gas networks as well as gas networks in Queanbeyan and Palerang Shires and Nowra.

Feedback from consumers will allow ActewAGL Distribution to be more responsive, will ensure that our long term planning is in keeping with our consumers’ expectations and over time will increase efficiencies across our organisation and allow us to be on the front-foot when serving our customers.  As our industry evolves, engagement with our consumers will help us prepare for the future and respond to the challenges and opportunities as they arise.

To guide our consumer engagement activities, ActewAGL Distribution has developed a Consumer Engagement Strategy which outlines a program of activities that include focus groups, community presentations, meetings with customers groups and the establishment of the ActewAGL Distribution Energy Consumer Reference Council (ECRC).  Information on the Consumer Engagement Strategy and the ECRC is included below.

This website will continue to be updated as other consumer engagement activities are progressed.

Current news for consumers

ActewAGL Distribution Electricity Network 2019-24 five year plan 

Every five years , ActewAGL Distribution is required to prepare a detailed plan explaining how we will operate and maintain the electricity network to meet the future demand of our customers.  This five-year plan is submitted to the Australian Energy Regulator (the Regulator) for review. We are currently preparing our plan for the 2019/20-2023/24 years.  We are required to submit our proposed plan to the Regulator by 31 January 2018. 

Over the next year our customers and other stakeholders will have opportunities to understand our plans and provide input. The image below provides an overview of the regulatory review timeline and associated customer and stakeholder engagement. 

As a first step to ensuring the decisions made on future services, costs and prices take into consideration our customers’ preference, ActewAGL Distribution has released an Issues Paper.  This Issues Paper provides customers with information on the types of issues we expect to explore as we prepare our five-year plan.   We would welcome your feedback on these issues and other questions raised in the Issues Paper. 
During 2017 we will be hosting community forums and workshops and releasing a Discussion Paper to provide information on the options being considered in the five-year plan and to seek customer feedback.  Information on these forums will be posted on this website.  If you would like to register interest to participate in these activities please email

Power of Choice Reforms and Industry Forum

Power of Choice is a suite of reforms to the National Electricity Rules designed to encourage energy consumers to make more informed choices about how and when they use electricity. It will mean changes for customers and industry. We have already undertaken some industry workshops and throughout 2017 we will continue to provide information to our customers and host further customer forms to allow people to learn more and ask questions.

Power of Choice will have a significant impact on how distribution network businesses, such as ActewAGL Distribution, operate and it is important to us that our local customers and business community understand these changes so that we can work together as the new rules take effect to minimise any negative or unintended impacts of the transition process. 

Regulator releases decision on ActewAGL’s gas network

The Australian Energy Regulator (AER) has released its final Decision on the ACT, Queanbeyan and Bungendore gas distribution network for the next five years (2016-21). A copy of the decision can be found on the Regulator’s website. The outcomes of the Decision take effect from 1 July 2016.

In preparing our submissions to the review process, ActewAGL Distribution consulted with the community over many months and in particular had a number of meetings and discussions with the Energy Consumer Reference Council. Input from our consumers contributed significantly to a number of areas within our submission.

We would like to thank the members of the community who contributed to the development of our five year plan for the gas network and will continue to work with our customers and stakeholders as we implement the plan, including our new, more tailored, tariffs. Further information on our plan and associated community consultation activities can be found in the Five Year Plan for Gas section of this website.

Energy Consumer Reference Council (ECRC)

The Energy Consumer Reference Council (ECRC) is an independent ACT forum providing representatives of the ACT community with an opportunity to provide considered input into operations and long term planning of ActewAGL Distribution. The ECRC relates only to the electricity and gas distribution businesses that is not ActewAGL Retail or Icon Water (formally Actew Water). The ECRC will enable direct feedback from consumer groups to be considered as part of improving the Distribution business performance and providing input to the development of submissions to regulatory reviews.

About the ECRC

Terms of Reference for the ECRC


ECRC Meetings

ECRC Contact Details

Consumer Engagement Strategy

The Consumer Engagement Strategy outlines the path for ActewAGL Distribution to enhance existing relationships with our consumers and the interest groups that represent them.
ActewAGL has a long-standing commitment to the local community that we serve.  We strive to operate on a daily basis with the customers’ interests at heart.

Building on our commitment to providing excellent customer service, this Strategy focuses on ways to better understand our consumers and develop proactive initiatives to more effectively engage with them into the future. We understand engagement is about two- way communication and providing an opportunity for us to listen more carefully to our stakeholders and work together to ensure ActewAGL is able to respond effectively to the needs and expectations of the businesses, governments and communities to whom we provide services.

The Consumer Engagement Strategy Roadmap is planned over two stages between 2014 and 2018.

Consumer Engagement Strategy Roadmap

Consumer engagement strategy roadmap