Welcome to the Disability Customer Voice Group

As customers with lived experience, you bring a unique perspective on energy, electricity and the future of our network. This includes your experiences navigating your way through the energy system; from using electricity, finding information and paying your bill. We also want to understand your needs, hopes and aspirations as we move to a more sustainable future.

The outcomes from our discussions with you are important as they will directly impact the future of our business, and ultimately, all of our customers. Your feedback will be incorporated into our 2026-31 price reset proposal. This proposal will be submitted to the Australian Energy Regulator for its review and approval.

A Customer Voice Group brings together a randomly selected group of ten to fifteen people to represent a particular lived experience broadly. This includes customers with lived experience of disability, mental health difficulties, young people, seniors, First Nations peoples and customers from diverse cultural backgrounds. There will be six groups, and they will support the work of the People’s Panel by providing different points of view that will feed into the panel.

The Disability Customer Voice Group includes a group of 18 Jemena customers who have lived experience of disability.

Meetings were held online from 5.30pm to 8.30pm across the following dates:

  • Session 1: Monday 23 October 2023
  • Session 2: Wednesday 15 November 2023
  • Session 3: Wednesday 7 February 2024
  • Session 4: Wednesday 6 March 2024

Disability Customer Voice Group members were paid $350 in total for four sessions.

Session materials, presentations and videos

The above video was played during the session to explain Jemena's role in powering homes.

Session 2 - Pricing, equity and tariffs

Presentation

Session 3 - Customer experience and customer vulnerability

Presentation

Session 4 - Network resilience, reliability and digitisation

Presentation