Energy industry stepped up in 2019-20 but is unprepared for looming challenges: Energy Charter review

Energy industry stepped up in 2019-20 but is unprepared for looming challenges: Energy Charter review

Australia’s energy suppliers must lift their game to be ready for a post-pandemic debt tsunami and to make energy transition work for energy consumers, according to the annual independent assessment of the voluntary sector-led Energy Charter.

The Energy Charter Independent Accountability Panel today published its second annual assessment of the progress and performance of the 19 Signatories to the Energy Charter and the broader energy sector.

Chair of the Panel, Clare Petre, said energy suppliers had done well to deal with some significant challenges in the last 12 months including natural disasters and COVID-19, but failing to meet the looming challenges would come at great cost to all energy consumers especially people in vulnerable circumstances.

Ms Petre said 2019-20 was tough for households and businesses, including the companies that generate, deliver and sell the electricity and gas that is so integral to our lives.

“The Panel considers that the way affected Energy Charter Signatories supported their customers through the catastrophic bushfires and other natural disasters was a credit to the commitment of those companies and their people. From our observations and stakeholder feedback, the response to the COVID-19 pandemic has been more mixed”, Ms Petre said. 

Ms Petre said that it was evident to the Independent Panel that Energy Charter Signatories are taking a serious approach to asking themselves how well they are delivering better outcomes for customers.

The Independent Panel identified two tests of the strong commitment to the Energy Charter expressed by Signatory CEOs:

  1. How well Signatories are preparing for a potential post-pandemic debt tsunami when government and other support for their customers is removed or reduced in 2021.
  2. The contribution of Signatories to ensuring that the inevitable transition to net zero emissions is as stable, least cost, and as fair as possible.

Ms Petre said Energy Charter Signatories passing these tests was necessary for good consumer outcomes, but others needed to work with them, including energy retail and network businesses and new generation companies who have not yet signed up to the Charter.

Ms Petre said meaningful, unavoidable obligations attach to being in the business of delivering a life-sustaining product that people must have.

“Energy Charter Signatories have stepped up. The energy industry has played a key and often life-saving role in response to natural disasters and COVID-19, alongside other essential industries.

“However, in the provision of a service that is essential – to people’s daily lives, to the economy and to our national competitiveness – a pass mark isn’t good enough. Signatories cannot be content that they are on track to deliver against the Energy Charter Principles, or satisfied that they are generally doing the right thing by their customers, unless they have collectively acknowledged looming major challenges and are working together to proactively manage likely consumer impacts and capture opportunities for consumer benefit.”

The independent panel’s 2019-20 report makes 15 recommendations to Energy Charter Signatories, with a strong focus on proactive identification of and assistance to customers in vulnerable circumstances.

It also called for a shared understanding of customer vulnerability – including financial, physical, cultural, digital disadvantage – so that no customers are left behind or denied support.

“Companies should actively identify and reach out to customers in vulnerable circumstances rather than continue to rely on consumer self-advocacy, which often means that support is not made available until debt has already accrued.”

The independent panel also called for a whole of sector focus on making energy transition work for consumers.

Selected recommendations to Energy Charter Signatories:

  • Find ways to utilise payment and usage data to proactively identify and assist customers in vulnerable circumstances, so that the industry and policy-makers are taking all steps within their power to support customers in financial difficulty and to reduce payment difficulties in 2021.
  • Audit all customers on payment or hardship plans, and immediately and retrospectively switch them to the cheapest plan available and adjust the debt accordingly.
  • Work with governments to establish a practically failsafe system to ensure each and every customer who is entitled to a concession receives it.
  • Adopt and each publicly articulate a clear, collective approach that builds on recent energy industry acknowledgements of the inevitability of change, effectively communicates how the “north star” of net zero emissions feeds into better consumer outcomes, and drives a whole of sector focus on making energy transition work for consumers.

Ms Petre said the Panel was extremely disappointed to receive advice that Origin Energy and AGL had decided to withdraw from the Energy Charter.

“Our report has called on those energy providers who are not already Signatories to sign up to the important Energy Charter. We therefore consider that this withdrawal from the Energy Charter by two such major Australian energy providers as Origin Energy and AGL, shows poor leadership at a time when the energy industry needs to work together more than ever”.

“The major energy retailers and grid companies that are not already part of the Energy Charter and the major new renewable generation companies should step up to contribute and collaborate through the Energy Charter.”


Media contact: 
Emily Wood 0421 042 121


2020 Independent Accountability Panel Report


More information about 
The Energy Charter Independent Accountability Panel:
The Energy Charter:


Call for Customer Feedback

The Energy Charter Independent Accountability Panel calls for customer feedback on energy company performance

The Energy Charter is an industry-led, whole-of-sector initiative to address customer expectations of the energy industry. Energy businesses across the energy supply chain have committed to this initiative to progress the culture and develop the solutions required to deliver energy in line with community expectations.

The Energy Charter Independent Accountability Panel was established to assess the progress of the energy companies that are Signatories to the Energy Charter Principles.

The Panel has received the second year’s disclosures from the Signatories to the Energy Charter and is now seeking customer and other stakeholder feedback on these reports from the Signatories on their progress in delivering on the Energy Charter Principles.

The 2020 disclosures are available on the Independent Accountability Panel’s website

The Chair of the three-person Independent Accountability Panel, Clare Petre, said the Independent Accountability Panel is looking forward to hearing from residential customers, businesses, and other stakeholders to help the Panel assess performance of the Signatories against the Energy Charter Principles.

Clare Petre said that the Panel is keen to hear from customers and stakeholders about the extent to which the industry is becoming more customer centric and building trust.

“The Independent Accountability Panel’s role is to provide an independent view of the Signatories’ performance in delivering for their customers against the Energy Charter Principles and to identify areas needing further improvement. The experience of customers and other stakeholders is central to our understanding of the impact of the Charter and to guide our assessment,” said Clare Petre.

After reviewing the disclosures and customer and stakeholder feedback, the Independent Accountability Panel will publish a public evaluation report at the end of November 2020.

Customers and stakeholders are invited to provide feedback on the disclosures by attending one of the Panel’s Industry Disclosure Forums to be held October 19-23, 2020: Register now. You can also write to the Independent Accountability Panel by 5pm Sydney time on 30 October by sending your submissions to or via our Contact Us page.

Invitation to Public Forums 2020

The Energy Charter Independent Accountability Panel Stakeholder Forums.

Thank you for your interest in the Independent Accountability Panel 2019 Stakeholder Forums held in October last year.

Our 2020 Forums are being conducted on-line from Monday 19 October to Friday 23 October and we welcome your attendance and involvement once again. Below you will find links to each of the events, and details of how to register through Eventbrite. Registration is essential.


October 19 to October 23, 2020

The IAP is very keen to hear from community representatives and other stakeholders about the 2020 Disclosures by Signatories to the Energy Charter which are published on the IAP website

NSW – 19 October at 9:30am AEDT 

QUEENSLAND – 19 October at 10:30am AEST

VICTORIA – 22 October at 9:30am AEDT

TASMANIA – 23 October at 9:30am AEDT

SA & WA REMOTE/REGIONAL – 23 October at 11:30am AEDT

We welcome your input and hope to see you there!


Clare Petre – Chair
Independent Accountability Panel

Energy Consumers Invited to have their say

Energy consumers invited to have their say

2 October, 2020

Australian energy users are being invited to have their say on energy generators, distribution and transmission companies and retailers. Today sees a period of public consultation commence in which electricity and gas customers are specifically invited to comment on the disclosures of 19 Australian energy companies, all of which are signatories to the Energy Charter.

Signatories’ disclosures benchmark the improvements Energy Charter companies undertake to be more customer focused over a 12-month period. They also measure the progress signatories have made against the recommendations handed down by the Independent Accountability Panel last year.

Chair of the Energy Charter CEO Council, Ben Wilson said that despite a number of issues faced in the past year, energy company signatories to the Energy Charter have made a concerted effort to collaborate along the supply chain and put customers first.

“This has been an extremely challenging year for our customers, communities and signatories with bushfires, floods and the COVID-19 pandemic. However, with these challenges also come unique opportunities to better support Australians, to step beyond business-as-usual and demonstrate as a sector we are working together on the vision of the Energy Charter to ‘deliver energy for a better Australia’.

We welcome the opportunity for customers, communities and their representatives to have their say about whether the energy sector has met their expectations,” Mr Wilson said.

Over the past 12 months through the Energy Charter, signatories have collectively:

  • Produced a focused awareness campaign during COVID-19 to inform customers of the help available to them. They highlighted opportunities to discuss bills and energy usage, with information and support messaging translated across 10 languages, together with customer resources for COVID-19, including for students
  • Committed to include public customer satisfaction scores in their disclosures to the Independent Accountability Panel
  • Sponsored more than 10 #BetterTogether initiatives that saw groups of businesses working together to deliver outcomes for customers such as improving electricity and gas connections, getting concessions to the right people and improving energy literacy for culturally and linguistically diverse communities

The Energy Charter signatories’ disclosure reports have been submitted to the Independent Accountability Panel for review which is chaired by Clare Petre with panellists Cassandra Goldie, CEO Australian Council of Social Service and Andrew Richards, CEO Energy Users Association of Australia.

The Independent Accountability Panel’s period of public consultation will include CEO interviews and online stakeholder forums to be held throughout October, before making their recommendations public in early December 2020. Written submissions about the signatories’ disclosures are invited by the Independent Accountability Panel until 30 October 2020.

To have your say, visit
For more about the Energy Charter, visit


For media enquiries, please contact:
Sabiene Heindl, E: M: 0412 039 747

Energy Charter Signatories

Established in January 2019, the Energy Charter is a CEO-led initiative of 19 Australian energy companies. It is the first time that all parts of the energy supply chain have come together and committed to a disclosure framework to help deliver a more affordable, reliable and sustainable energy system for all Australians.

19 signatories: ActewAGL, AGL, APA Group, Aurora Energy, Ausgrid, Australian Gas Infrastructure Group, Clean Co, CS Energy, Endeavour Energy, Energy Queensland Limited including Ergon Energy Network, Energex, Yurika and Ergon Energy Retail, EnergyAustralia, Essential Energy, Horizon Power, Jemena & Ovida, Meridian Energy Australia & Powershop Australia, Origin Energy, Powerlink Queensland, Stanwell and TransGrid.

For more information visit Energy Charter

Follow the Energy Charter LinkedIn

The Independent Accountability Panel

The Independent Accountability Panel is made up of:

Clare Petre (Chair), former Energy & Water Ombudsman NSW

Cassandra Goldie, CEO Australian Council of Social Service

Andrew Richards, CEO Energy Users Association of Australia

For more information visit Energy Charter panel