Customer Advisory Group

Welcome

This hub is your go-to place for everything related to TasNetworks’ Customer Advisory Group (CAG). It’s here for members, and for anyone who wants to follow the group’s work and stay connected. You can subscribe to this page for updates, or sign up for our stakeholder newsletter to see what our other engagement groups are doing.

What is the Customer Advisory Group?

The CAG is one of five engagement groups that help us understand what matters most to our customers. Our 14 members bring real Tasmanian residential and small business perspectives, helping us shape better services and keep customers at the centre of our decisions.

We meet at least four times a year to discuss a wide range of topics—energy services, tariffs, customer experience and more. Through these conversations, we’re building stronger relationships and better outcomes for all Tasmanians.

Welcome

What is the Customer Advisory Group?

That’s a Wrap for 2025: Celebrating a Big Year of Engagement

Last month, our Customer Advisory Group (CAG) and Stakeholder Advisory Group (SAG) came together for our last meeting for 2025 for one of our most energising and insight-rich workshops yet 🙌

Hosted at the Paranaple Centre in Devonport, the session brought together customer, community and industry voices with members of our Executive Team, Board Director Kathy Schaefer PSM, and specialists from right across TasNetworks.

The room was alive with ideas, robust debate and collaboration. Across the day, we:
🔹 Heard from CEO Seán Mc Goldrick in an open Q&A that dug into major projects, the energy transition, pricing, resilience and what’s next for the sector,
🔹 Closed out our 2025 Energy Charter Disclosure process, reflecting on the lessons shared throughout the year and the shifts already on the horizon for 2026,
🔹 Deep dived into transmission pricing and interconnector cost allocation with our regulated pricing lead, Julie Morrison,
🔹 Rolled up our sleeves to workshop our Draft Strategic Engagement Plan with our Head of Stakeholder Louise Baring – the blueprint for how we’ll engage through Revenue Reset 2029,
🔹 Equipped CAG members with Power Outage Preparedness kits, with several stepping into Community Resilience Ambassador roles to support resilience-building and outage readiness across Tasmania 👏

A huge thank you to facilitator Keith Greaves FEI (Mosaiclab), independent Chairs Dr Cynthia Townley and Dr Jill Cainey, and every CAG and SAG member who contributed their lived experience, challenge and expertise. Your voices shape our work, and we’re incredibly grateful for your continued partnership.
Customer Advisory Group collaborates on customer communications

Earlier this month, our Customer Advisory Group (CAG) met at TasNetworks in Lenah Valley for a full day of collaboration and insight.
Highlights included:
SMS co-design – Working with Bronwen Sharples to shape how we communicate with customers during prolonged outages.
Executive insights – Andrew Davis shared updates on our customer-centric strategy and digital initiatives.
Industry perspectives – Guest speaker Dr Jill Cainey, Chair of our Stakeholder Advisory Group, discussed Consumer Energy Resources and the clean energy transition.
A huge thank you to all CAG members and contributors for your energy, expertise, and openness — your voices are helping shape how TasNetworks engages with customers and communities across Tasmania.
Advisory Group members powered up their energy knowledge

Earlier this year, members of our Customer and Stakeholder Advisory Groups took part in TasNetworks’ Electricity and Infrastructure Awareness course at our Mornington Training Centre.
The course gave members a hands-on look at how electricity moves across Tasmania, from generation to homes and businesses. Participants learned to identify different powerline types, understand network safety risks, and safely navigate hazards like fallen lines or broken neutrals.
Members also toured our training yard, where they saw TasNetworks’ next generation of line workers completing their final apprenticeship assessments.
The session was part of our broader program to deepen members’ understanding of Tasmania’s energy network. Later this year, we’ll continue that journey with site visits to key assets across the state.
Inaugural Customer Advisory Group Workshop

Last week, we had the first-ever workshop of our Customer Advisory Group (CAG), a gathering designed to amplify the voice of our customers and foster collaboration with a diverse group of Tasmanians. The session marked an exciting step forward in our ongoing commitment to improving the way we serve our community.
Two key focus areas were at the workshop included:
1. Customer Journey Mapping
The group came together to review the customer experience from start to finish, identifying points of frustration and process gaps that could be improved. Through candid discussions, we explored ways to better align our services with customer expectations, aiming to create a smoother, more seamless journey for our customers.
2. Power Outage Preparedness
Given the impact severe weather in Tasmania has on power supply, we dedicated a portion of the session to enhancing our response to power outages, particularly those caused by storms. Together, we prioritised initiatives to ensure we’re better equipped to respond to prolonged outages, improving our ability to support customers during challenging times.
The input from the CAG will directly influence our business priorities and customer service initiatives.
A heartfelt thank you goes out to all who participated and contributed to the success of this inaugural session. We look forward to continuing this journey together and are excited for our next workshop in March 2025!
Welcome Dr Cynthia Townley as the Independent Chair of the CAG

We are delighted to announce the appointment of Dr Cynthia Townley to the role of Independent Chair for our Customer Advisory Group (CAG), effective from September 2024.
Cynthia has been working in community sector policy and advocacy for more than ten years, and has extensive experience with lived experience projects, policy relating to lower income and disadvantaged Tasmanians, energy and digital inclusion.
Between 2021-23 Cynthia was also member of TasNetworks’ Reset Advisory Committee, which played an instrumental role in the development of the business’ 2024-29 Revenue Reset engagement program, paving the way for groups like the CAG.
Cynthia developed an interest in the electricity industry after observing the impacts to those on lower incomes or experiencing disadvantage resulting from government and business decisions around energy.
“I know the importance of having decision makers engaged with and accountable to the people most affected by their decisions – and this will be a key function of the CAG. Electricity is important to all Tasmanians, whether they’re directly connected as a household or business – as the recent state-wide storms demonstrated.”
Cynthia also brings the lived experience of rural Tasmanians to the group, residing on the Tasman Peninsula for the past decade, including living through the challenges of the Dunalley bushfires in 2013, which highlighted the need for strategies and infrastructure that provide resilience in times of crisis.
There is a lot of work to come in the next six months to set the group up for success, and Cynthia will work closely with newly appointed Stakeholder Advisory Group (SAG) Chair, Amy Abraham, to tease out potential customer outcomes that will become the basis of TasNetworks’ forward engagement program for 2025-29. This collaboration will continue indefinitely to ensure alignment and knowledge-sharing between groups, including the shaping of agendas, activities and areas of interest.