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Customer engagement

In your Community

Customer engagement

Ongoing collaboration with customer advocates has been a key driver of changes to our approach that will ensure we deliver better long term outcomes for customers. At the heart of the changes is a desire to involve customers in implementing our business strategy and driving the future direction of our network.

We are the custodians of an asset that connects communities and empowers the lives of its customers, and has done so for over a century on the east coast of Australia. There are over 4m customers and users of Ausgrid’s services spread across Sydney, the Central Coast and the Hunter Valley.They range from urban residents in Australia’s largest city to rural customers and users in the Central Coast and Hunter Valley, and businesses from corner shops to mines.

Customers have been placed at the centre of Ausgrid’s strategy. We know our success relies on collaborating and responding to our customers, and the needs of our communities.

Our Customer Commitments 

DEVELOP our business and a shared understanding

Make investment decisions metrics customer focused, giving customers a meaningful role in developing our spending plans

DRIVE Industry development

Jointly develop policy and regulatory framework submissions with customers and customer representatives

DELIVER Better outcomes

Deliver against Energy Charter principles establishing our customer's role within our business planning processes, without and increased focus on non-network customer solutions=



Network Resilience consultation card Consultation open | Network resilience

Over the next 10 years, how can Ausgrid best support the communities we serve in adapting to a changing climate?

In partnership with other networks, Ausgrid has prepared a paper to help consult with customers and stakeholders on the impacts of climate change on the electricity network.       

Find out more and take part in the consultation

In this section

Have your say - Shape the energy of the future

Shape our Energy Future

Determining the right path for the future of energy is important but challenging. We would like your help, to make sure the services we offer and the grid of the future meets our customer’s needs.

Quick links

 Customer Consultative Committee Network Advisory Innovation Committee Customer Committee Terms or Reference Ausgrid Regulatory Reset

Innovation Program

Developing the grid for the energy mix of the future

Energy Charter

Our energy charter committments support better energy outcomes for customers.

Sustainability at Ausgrid

Find out how we are committed to a sustainable future.

Our future business strategy will be achieved by collaborating with customers on the decisions we make about the future direction of our network.

We have four customer committees: 

  • The Customer Consultative Committee  - Customer advocate advice on our future strategies
  • Network Advisory Innovation Committee - Collaborating with customers to deliver the future grid sooner
  • Reset Customer Panel - Providing customer feedback on our future energy strategies 
  • Pricing Working Group - Advising on our tariffs and pricing structutres

The Terms of Reference which guide our committees, was developed with our customer advocates and can be viewed here.

Voice of Community Panel

To understand the experiences and perspectives of our customers, we established the Voice of Community (VoC) Panel in 2022. The Panel consists of 60 randomly selected members of the public who represent the diverse range of household customers we serve across the Ausgrid network. As we plan for 2024-29, the panel will help to inform and shape the future of energy. 

Customer and Industry Research Archive

Review our archive of previous research across topics such as pricing, life support, energy efficiency and community batteries.