The draft guideline and explanatory statement In developing the draft guideline and explanatory statement, we received valuable input from consumer groups and service providers. Our starting point was to understand the consumer engagement that service providers already conduct. We spoke with most service providers to obtain the following overview of their current engagement activities: Most service providers already undertake consumer engagement. The level of consumer engagement varies both within each network business and across the energy sector. Most engagement is targeted at informing consumers (rather than engaging with consumers). The service providers undertake limited consumer engagement in preparing their expenditure proposals because they consider the technical material makes the engagement less effective. The service providers have a range of starting positions in developing and implementing their consumer engagement strategies or processes. Most service providers are positive about the emphasis on improved consumer engagement. When presented with the above information, consumer representative groups agreed with our high level assessment. From our consumer forums, five themes emerged: Consumers want an opportunity to influence service provider decision making. Service providers should seek continuous improvement. Consumer groups seek a cultural shift in how service providers engage with consumers across their business operations. Consumers want their diverse interests to be recognised. Service providers should design engagement, so consumers can contribute meaningfully, for example by identifying the different consumer cohorts. The dialogue needs to be transparent. Consumers want to understand how their input affects service providers' business and expenditure proposals. Consumers are realistic that service providers need time to develop and implement robust engagement strategies and processes. However, service providers can take steps now to improve consumer engagement.
The draft guideline and explanatory statement In developing the draft guideline and explanatory statement, we received valuable input from consumer groups and service providers. Our starting point was to understand the consumer engagement that service providers already conduct. We spoke with most service providers to obtain the following overview of their current engagement activities: Most service providers already undertake consumer engagement. The level of consumer engagement varies both within each network business and across the energy sector. Most engagement is targeted at informing consumers (rather than engaging with consumers). The service providers undertake limited consumer engagement in preparing their expenditure proposals because they consider the technical material makes the engagement less effective. The service providers have a range of starting positions in developing and implementing their consumer engagement strategies or processes. Most service providers are positive about the emphasis on improved consumer engagement. When presented with the above information, consumer representative groups agreed with our high level assessment. From our consumer forums, five themes emerged: Consumers want an opportunity to influence service provider decision making. Service providers should seek continuous improvement. Consumer groups seek a cultural shift in how service providers engage with consumers across their business operations. Consumers want their diverse interests to be recognised. Service providers should design engagement, so consumers can contribute meaningfully, for example by identifying the different consumer cohorts. The dialogue needs to be transparent. Consumers want to understand how their input affects service providers' business and expenditure proposals. Consumers are realistic that service providers need time to develop and implement robust engagement strategies and processes. However, service providers can take steps now to improve consumer engagement.