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.

Michelle Farquhar

Michelle Farquhar

Head of Queensland, Australian Industry Group
Independent Chair - Customer and Community Council

The Australian Industry Group (Ai Group) is a peak national employer organisation representing traditional, innovative and emerging industry sectors. Together with partner organisations the Ai Group represents the interests of more than 60,000 businesses employing more than 1 million staff. Ai Group members include businesses of all sizes, from large businesses in sectors including manufacturing, construction, engineering, transport and logistics, labour hire, mining services, the defence industry, civil airlines, Information, Communication and Technology (ICT) and iconic Australian brands to family-run Subject Matter Experts (SMEs).

Visit: Australian Industry Group

Michelle Farquhar

Myles Lawrence

Advocacy and Regulatory Strategy Manager, Business Chamber Queensland

For 155 years, Business Chamber Queensland (BCQ) has been a trusted voice for Queensland businesses in every industry, of every size and in every part of the state. As the Queensland chamber of commerce, BCQ is an independent, not-for-profit organisation dedicated to supporting Queensland businesses to thrive and ensuring our state is the best place in Australia to do business.

BCQ puts Queensland business first, with practical support backed by bold, innovative thinking and powerful, meaningful advocacy.

Visit: Business Chamber Queensland

Robyn Robinson

Robyn Robinson

Director, Council on the Ageing Queensland

Council on the Ageing (COTA) Queensland is Queensland’s peak organisation for seniors, advancing the rights, needs, interests and futures of people as we age. With the large and growing number of older people in our state, COTA Qld works to influence positive outcomes for Queenslanders, providing a connection point for older people, their families and communities, organisations, and Governments at all levels to address issues for Queenslanders and co-create change.

Visit: Council on the Ageing Queensland

Robyn Robinson

Kaneya Poudal

Engagement and Policy Lead, First Nations Clean Energy Network

First Nations Clean Energy Network is made up of First Nations people, groups, community organisations, land councils, unions, academics, industry groups, technical advisors, legal experts, renewables companies and others - working in partnership to ensure that First Nations share in the benefits of Australia’s clean energy transition. The Network is led by a Steering Group of First Nations leaders and has over 1400 First Nations members (comprising organisations and individuals) and thousands of other supporters. As a national, First Nations-led coalition, the Network aims to enable and empower First Nations to participate in, benefit from, respond to, and shape clean energy projects that impact their communities, land, waters and Sea Country.

Visit: First Nations Clean Energy Network

Mark Grenning

Mark Grenning

Independent Member

Mark is an experienced consumer advocate through his previous work with the Energy Users Association of Australia (EUAA) and his membership of many network consumer councils and electricity network revenue reset committees over the last 10 years. Apart from his membership of the Energy Queensland Customer and Community Council, Mark is a member of the equivalent customer and community committees for Powerlink, Ausgrid and Endeavour Energy. Mark was also a member of the Energy Queensland Reset Reference Group for the 2025-30 AER revenue reset.

Mark Grenning

Matthew Duncan

Technical Support Manager, Master Electricians Australia

Masters Electricians Australia (MEA) is a peak industry association which has been supporting and advocating on behalf of electrical contractors for over 80 years. Matthew supports the electrical industry and community advocate creating a point of difference for its members by delivering education, safety and business support.

Visit: Master Electricans Australia

Maria James

Maria James

Chief Executive Officer, Mount Isa to Townsville Economic Zone

The Mount Isa to Townsville Economic Development Zone (MITEZ) is a regional development advocacy body committed to fostering economic growth, industry development and sustainability across North West Queensland. Representing the seven local government areas of Mt Isa, Cloncurry, McKinlay, Richmond, Flinders, Charters Towers and Townsville, together with multinational resource companies, national logistic and energy providers and emerging regional proponents, the MITEZ corridor, with over $300 billion GRP, plays an important role in delivering commodities that the world depends on, demonstrating the global reach and significance of the organisation.

Visit: Mount Isa to Townsville Economic Development Zone

Maria James

Geoff Buchanan

Senior Policy Officer, Queensland Council of Social Service

Queensland Council of Social Services (QCOSS) have been a long-standing advocate in raising the concerns of people experiencing poverty and disadvantage throughout Queensland. As a peak body for the social services sector, QCOSS creates positive change through their work in advocacy, policy development, and capacity building that empower communities.

Visit: Queensland Council of Social Services

Alicia Kennedy

Alicia Kennedy

General Manager, Water and Energy, Queensland Farmers’ Federation

The Queensland Farmers’ Federation (QFF) is the united voice of agriculture in Queensland, representing the collective interests of peak agriculture industry organisations (both state and national) to build a strong future for Queensland’s agriculture sector.  QFF’s members are agricultural peak bodies who collectively represent more than 13,000 farmers who produce food, fibre and foliage across the state.

Visit: Queensland Farmers' Federation

Alicia Kennedy

Jana Dore

Policy Director – External Affairs, Queensland Resources Council

The Queensland Resources Council (QRC) is the not-for-profit peak industry association representing and advocating for the minerals and energy industry, a cornerstone of Queensland’s economy and communities. The QRC evolved from the Queensland Mining Council to better reflect our diverse membership and forward-thinking vision. Today, QRC is dedicated to advocating for a sustainable future for Queensland's minerals and energy industries, which are vital to the state's economic growth and significantly contribute to Australia’s prosperity.

Visit: Queensland Resources Council

Estella Rodoghiero

Estella Rodighiero

Chief Executive Officer, Regional Development Australia – Gold Coast

Part of a national network of 50 committees, Regional Development Australia (RDA) Gold Coast acts as a catalyst for positive change, leveraging its unique position at the intersection with all levels of governments, industry and community. As part of RDA Queensland, a collective of 10 RDA Queensland committees, RDA Gold Coast contributes to addressing statewide development priorities, advocating for place-based outcomes, and delivering cross-regional initiatives.

Visit: Regional Development Australia Gold Coast

Estella Rodoghiero

Gavin Dufty

Manager, Policy and Research, St Vincent de Paul Society

The St Vincent de Paul Society works with governments and like-minded organisations to advocate for public policy changes that help people reach their life potential. St Vincent de Paul works to combat social injustice by advocating for people who are marginalised or disadvantaged, or at risk of experiencing disadvantage. Their advocacy work goes to the heart of what the St Vincent de Paul Society stands for.

Visit: St Vincent de Paul Society

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

Related pages

Contact us

If you require further information on our Customer & Community Council and associated Working Groups, please email customeradvocacy@energyq.com.au.