Energy Queensland Customer and Community Council
The Energy Queensland Customer and Community Council is part of our Customer and Stakeholder Engagement Framework. It supports better decisions by helping us understand what matters most to customers and communities across Queensland.
The Council meets three times a year. Members talk with us about topics that affect people, businesses, and communities in a changing energy landscape.
The Council helps us to:
- understand customer needs and expectations
- listen to different community views
- improve trust and transparency
- make informed, customer‑focused decisions.
Council scope
- Energy Queensland Corporate Strategy
- Energy Queensland Customer Strategy
- Energy Queensland Customer and Stakeholder Engagement Framework
- Energy Queensland ICT policies and investments (including Artificial Intelligence policy)
- Customer service operations, plans and investments (including backend and front-facing ICT investments)
- Energy Queensland People/Human Resource Strategy
- Regulatory Framework matters (including overarching approach and consideration of Ergon Energy Network and Energex regulatory determination process and submissions)
- Alternative Control Services (ACS)
- Connections Policy and processes
- Incentive schemes - Customer Service Incentive Scheme and Export Service Incentive Scheme
- Strategic and operational approach to service delivery, future planning and related investments
- Energy services and product development
- Major construction projects (contestable works)
- Customer service interactions and performance scorecard reporting analysis
- Life support customer strategy and plans
- Metering strategies (including smart meter rollout, legacy meter replacement plans, and Current Transformer metering approach)
- Market transaction processes and issues
- Sustainable materiality issues assessment
- Oversight and governance on Working Group activities
- Corporate memberships and sponsorships
Council members
Council members bring knowledge, experience, and a strong interest in the energy sector. They work with us in a constructive way by asking questions, sharing insights, and offering different views.
Some members also take part in Working Groups, where specific topics are explored in more detail.
Working groups
The Council is supported by five working groups. Each working group focuses on a specific topic and allows deeper discussion.
Working groups help make sure customer and community views are included in:
- Planning and strategy
- Service delivery
- Business decisions
Information about each working group and its members is available on the individual working group web pages.
Role of the working groups
Working group members work with us to improve outcomes for customers and communities.
They help by:
- Sharing knowledge and experience. Members provide insights on the energy industry, customer needs, and emerging trends. This helps support customer‑focused decisions.
- Testing and challenging ideas. Members give independent and constructive feedback on Ergon Energy Network and Energex plans, services, and investments.
- Giving advice and recommendations. Members consider different views and, where possible, agree on shared advice to guide business decisions.
- Reporting and sharing information. Key discussions and outcomes are shared with the Council and other forums when needed.
- Supporting research and engagement. Members provide input into customer research, communication, and engagement activities to make sure they meet diverse customer needs.
- Using networks to share and listen. Members gather feedback through their organisations and help share relevant information more widely.
You can learn more about each working group, including who is involved, by selecting the relevant working group link in the Related pages section below.
Governance and framework documents
- Energy Queensland Customer and Stakeholder Engagement Framework (PDF 5.3 mb)
- Terms of Reference Energy Queensland Customer and Community Council 2025 (PDF 317.4 kb)
Related pages
- Asset Management, Planning & Resilience Working Group
- Customer Service & Experience Working Group
- Network Pricing Working Group
- Sustainable Grid & Energy Solutions Working Group
- Ergon Energy Retail Working Group
Contact us
If you require further information on our Customer & Community Council and associated Working Groups, please email customeradvocacy@energyq.com.au.