March 27, 2024

EnergyAustralia has today released its 2023 Energy Charter report, highlighting the progress it’s made as a company against the five central principles that guide signatories to the Charter.

EnergyAustralia Managing Director Mark Collette said, "Our purpose is to lead and accelerate the clean energy transformation for all.   As we do this, we want to continually challenge ourselves to deliver better outcomes for customers, our people, and the communities in which we serve.

"Throughout 2023, one of the biggest issues facing our customers was cost of living pressures. We saw this reflected in the volume of customers entering our hardship program for the first time. We've worked hard to be a leader in how we support and work with our customers experiencing vulnerability, and in 2023 we provided over $30million through our EnergyAssist program.

"As we jointly navigate the energy transition, the Energy Charter serves as an important forum for businesses within the energy supply chain to work together, keeping people at the centre of decision-making, so we can all provide simple and accessible solutions."

Key Highlights

Principle One: We put customers at the centre of our business and the energy system.

  •  We expanded our behind-the-meter energy offerings, including launching Solar Optimiser and a Sunsoaked Water trial, and increased our Virtual Power Plant Program by 53.4%.
  •  We increased the capability of the ‘InsightsPro’ portal for our Commercial and Industrial customers providing them with the ability to analyse electricity usage through access to consumption and carbon emissions data, and cost estimates.

Principle Two: We improve energy affordability for customers.

  •  We progressed the development of our renewables and renewables firming portfolio to ensure affordable energy supply in the future. This included the Riverina Stage 2 and Darlington Point Batteries becoming available for commercial operation as part of our 10-year off-take agreement with Edify Energy.
  •  More customers took up our ‘Regular Pay’ option where they can make instalments based on estimated future charges over the term of their energy plan.

Principle 3: We provide energy safely, sustainably, and reliably.

  •  We released our first Climate Transition Action Plan (CTAP), setting out our plan and timeline to achieve Net Zero by 2050 across Scopes 1 and 2 emissions.
  •  Keeping our people safe, healthy and secure while at work is always a priority. We saw a 25.5% decrease in our Total Injury Frequency Rate (TIFR), from 3.12 to 2.32 enterprise wide.

Principle 4: We improve the customer experience.

  •  We prioritised our customer communications platforms to make them more accessible, transparent and secure, and saw our Customer Net Promoter Score increase by +5.4.
  •  We engaged AI to help reduce wait times. 'Eva', our first AI virtual assistant was launched to provide customers in chat queues with direction to self-service options, or the choice to talk to one of our qualified team members.

Principle 5: We support customers facing vulnerable circumstances.

  •  We provided over $30 million in support for customers facing hardship, through our EnergyAssist program.
  •  Through the Knock to Stay Connected Program, we worked with energy networks and other partners to hand deliver information to customers who're experiencing hardship and visited 29,747 residences.

To learn more about our continued focus on the principles of the Energy Charter, please read our 2023 Energy Charter Report here: 79146_Energy Australia_Energy-Charter-2023_FINAL (1).pdf

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