2 minute read

Energy Charter Accountability Panel

Brett Redman
11 October 2019

Opening address

Let me begin by acknowledging we’ve sometimes lost the customer perspective in our decision-making.

We’re sorry it took us so long to address confusion over discount-based pricing which made it difficult for customers to compare deals.

After speaking with many customers over the phone and in person, I am convinced a new approach is required.

I’m pleased with the work we’ve done on this so far, but I know how much further we have to go.

Our performance in recognising our most loyal customers hasn’t been good enough.

We are focussed on ways to demonstrate our loyalty to these customers.

Cultural change is underway at AGL with a greater focus on social licence - meeting and exceeding rising community expectations.

Social licence has always been critical for AGL and we have now included it as one of our three strategic priorities.

We have tied the remuneration of our senior leadership to customer advocacy.

You may have heard me say, the customer is our guiding star.

We now have a designated customer advocate, which will elevate the voice of the customer across the organisation.

Our disclosure also offers examples of where past performance has missed the mark and we have amended our practices in response.

A good example is our engagement with the community around the Macarthur Wind Farm.

Construction commenced almost a decade ago, and we now recognise that at the time we did not do enough to understand community impacts.

During the past year our community team met extensively with neighbours of the Macarthur Wind Farm to address those long-standing complaints.

The way we design products for customers is also evolving in response to customer and community feedback.

Our Essentials product launched in 2018 deliberately moved away from discount-based offers in response to concerns that these were complex and difficult to understand.

And this year we have made the decision to stop offering Pay on Time benefits for new energy contracts due to perceptions of fairness.

We have a hardship program and other tools that continue to evolve to ensure everyone maintains a connection to essential energy supply.

Today’s discussion about the Energy Charter is a very important part of the process of continuing to learn from past performance.

It is one of many avenues through which we will seek out these views.

In conclusion, there is still a gap between where we are and what the community expects.

I expect to be held to my commitment to close that gap.