Power and Water’s Engagement Program

Power and Water began a comprehensive Customer and Stakeholder Engagement Program in February 2017 to help identify the needs and priorities of all electricity customers in the Northern Territory.

We place a high value on engaging with our customers and we have performed a number of different engagement activities, as well as implementing an ongoing engagement program which includes:

  • Customer focus groups,
  • In-depth interviews,
  • Deliberative forums,
  • Large energy user forum,
  • Retailer forums, and
  • Customer Advisory Council.

The information and feedback gathered during our program has influenced our decisions in catering for the future electricity needs of our customers, as well as informing our initial regulatory proposal which was submitted to the Australian Energy Regulator (AER) on 31 January 2018.

Power and Water continued to engage with our customers after the initial regulatory proposal was submitted.  This phase of our engagement program informed our response to the AER’s draft decision, and has informed our revised regulatory proposal submitted on 29 November 2018.

Below you will find specific information about our various engagement activities.

We are always looking for feedback, positive or negative regarding the services we provide all our customers.  If you would like to provide us with any feedback, please do so in writing to YourSay@powerwater.com.au.


Customer Advisory Council
Ongoing - Established 2017

Our Customer Advisory Council meetings have become increasingly important to us. These Councils provide insight from members representing the interests and views from a broad range of consumer and environmental advocates, industry and business groups and of course customers. Council members are encouraged to engage in robust discussions around various products or planned projects to ensure the many and varied views, ideas and opinions are considered prior to Power and Water making final decisions.

Our Customer Advisory Council was established in early 2017 with our inaugural meeting held in May 2017. The Council’s initial focus was electricity network services and our future plans. More recently, the council is engaging on other areas within Power and Water.

Our advisory council is scheduled to meet four times per year, and met specifically to discuss our regulatory proposal on:

  • May 2017
  • July 2017
  • October 2017
  • December 2017
  • February 2018
  • June 2018
  • October 2018
  • December 2018

Network Tariff Retailer Forum
November 2018

Power and Water conducted a Network Tariff Retailer Forum at the Ben Hammond Complex in November 2018.  This was an important piece of engagement which allowed us to explain the changes to Power and Water’s incoming network tariff structures scheduled to begin 1 July 2019.

The forum also covered our proposed Alternative Control Services (ACS) indicative charges and their applicable service descriptions, allowing retailers to provide feedback and request further information on the services we perform, cost structures and their application.

You can view the materials presented at the forum below:

We received one written submission from Jacana Energy.

Consultation Paper – Draft Tariff Structure Statement
November 2017

Power and Water invited feedback and comments on our Draft Tariff Structure Statement overview for electricity network services.  The paper provided a summary of our proposed plans and tariff design for the next regulatory period commencing 1 July 2019. We received one submission from Jacana Energy.

The Revised Tariff Structure Statement (TSS), TSS Overview and TSS Explanatory Statement is publicly available from the AER’s website.

Large Energy User Forum
October 2017

In conjunction with the deliberative forums held in Darwin and Alice Springs, Power and Water conducted a large energy user forum for major customers who consume more than 750MWh per year.

This forum provided an opportunity for a broad range of large energy users to consider network tariff pricing options and service levels in the context of their operational environments.

The large energy user forum was held in Darwin on Thursday 12 October 2017.

View the full report here

Deliberative forums
August 2017

The centerpiece of Power and Water’s 2017 engagement program was our two deliberative forums for residential and small business energy customers. These forums helped build upon the insights gained from previous engagement activities (focus groups, in-depth interviews and council meetings) to facilitate deeper exploration of important issues and trade-offs regarding network pricing, investment allocation and service levels.

The forums were held in Darwin on 21 August and Alice Springs on 23 August 2017.

View the full report here

In-depth interviews
February to March 2017

In-depth interviews were conducted with a number of large electricity users and system participants, such as retailers and generators, with representation from a number of customer advocate groups across the Northern Territory. This provided a clearer picture of customer’s perceptions and expectations, and the direction Power and Water should be heading, along with feedback on our current performance and reliability.

View the full report here

Customer focus groups
February to March 2017

The purpose of these focus groups was to explore customer knowledge and perceptions of Power and Water. Specifically exploring the extent of understanding of our power network services, how we fit into the electricity supply chain and what customers identify as key areas of interest or concern.

A total of nine focus groups were conducted across the Northern Territory with a mix of large and small, residential and business customers.

Location Number of groupsDate
Darwin metropolitan area 2 15 February 2017
Palmerston and rural areas 2 16 February 2017
Alice Springs area 2 20 February 2017
Katherine area 2 16 February 2017
Tennant Creek area 1 21 February 2017

The feedback received from these focus groups, provided valuable insights into how customer and stakeholders’ view Power and Water. They also highlighted confusion around ‘who is responsible for what’ in the electricity supply chain since the structural separation of Power and Water in 2014.

There was clear sentiment around our reliability and responsiveness as well as positive feedback regarding our hardworking field crews. Other themes like undergrounding power lines, energy sustainability, continuing engagement and customer service were also raised.

View the full report here