Customer Service & Experience Working Group
The Customer Service and Experience Working Group supports the Energy Queensland Customer and Community Council. Together, they help us understand what customers need and expect.
This working group focuses on customer service and experience topics linked to Ergon Energy Network and Energex. Members discuss key issues and industry challenges and help guide business decisions.
The role and scope of this working group are outlined in the Energy Queensland Customer and Stakeholder Engagement Framework (PDF 5.3 mb).
Working group scope
The below is a list of topics and issues in scope for the Customer Service and Experience Working Group:
- Customer service operations, plans and investments (including backend and front facing ICT investments)
- Customer service performance measures (including customer experience satisfaction and actual performance results)
- Customer communications strategies, plans and materials
- Incentive schemes - Customer Service Incentive Scheme and Export Service Incentive Scheme
- Alternative Control Services (ACS)
- Connections Policy and processes
- Life support customer strategy and plans
- Metering strategies (including smart meter roll out and legacy meter replacement plans)
- Market transaction processes and issues
- Community and customer engagement
- Customer and community information campaigns
Members
Working group members bring a mix of consumer, industry, regulatory and technical experience. Together, they represent a broad range of customer and community views.
Robyn Robinson
Director, Council on the Ageing Queensland
Council on the Ageing Queensland (COTA Qld) represents older people across the state. It works to improve the rights, wellbeing, and future of Queenslanders as they age.
Gavin Dufty
Manager, Policy and Research, St Vincent de Paul Society
St Vincent de Paul Society supports people experiencing hardship. It works with governments and organisations to improve fairness and reduce disadvantage.
Visit: St Vincent de Paul Society
Matthew Duncan
Technical Support Manager, Master Electricians Australia
Master Electricians Australia (MEA) supports electrical contractors through training, safety advice, and business support. Matthew brings over 20 years of industry experience.
Rebekah Thielemans
Senior Communications and Engagement Manager, Energy Consumers Australia
Energy Consumers Australia (ECA) is the national voice for household and small business energy users. It works to protect consumer interests and improve energy outcomes.
Visit: Energy Consumers Australia
David Warner
Chair – Queensland Policy Advisory Group, National Seniors Australia
National Seniors Australia (NSA) is a not‑for‑profit organisation that represents older Australians. It focuses on issues such as cost of living, health, aged care, and housing.
Visit: National Seniors Australia
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
- Energy Queensland Customer and Community Council
- Asset Management, Planning & Resilience 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.