Five clear customer priorities emerge from phase 2 engagement

The voices of customers have helped sharpen the focus for forming the phase two Investment Forecast, with five clear priorities emerging from Phase 2 engagement activities. Insights gathered through extensive consultation show strong support for a balanced approach that delivers value today while preparing for the energy system of tomorrow.

The Phase 2 engagement program reached a broad cross-section of the community and industry, involving 428 hours of engagement and 35 engagement activities covering 15 key topics. A total of 2,744 people participated directly, including 2,263 residential customers, 100 business customers, 31 industry and local government representatives, and members of dedicated engagement and residential people's panels.

Analysis of the feedback revealed five consistent priorities that customers want to see guide future decision-making.

1. Targeted, Fit-for-Purpose Solutions

Customers expressed a clear preference for investing in the right solution for the right problem, rather than defaulting to traditional approaches. Feedback highlighted the importance of considering all viable options, including maintenance, refurbishment, non-network solutions and emerging technologies, to achieve the best value outcome at the lowest possible cost.

2. Balanced Investment

Participants recognised the importance of balancing affordability today with prudent investment for the future. Customers supported prioritising investment where it can have the greatest impact, particularly in addressing higher-risk assets and underperforming areas. Transparency in decision-making was identified as critical to ensuring investments are necessary, timely and deliver long-term value.

3. Building a Future-Ready Network

As the energy system continues to evolve, customers want a network that is capable of adapting to changing needs. Feedback emphasised the importance of investing in modern, sustainable, digital and resilient infrastructure that strengthens network capability, improves operational efficiency and supports future customer and energy requirements.

4. Affordability, Equity and Fairness

Affordability remains a central concern for many customers, particularly those experiencing vulnerability. Engagement participants highlighted the need to carefully consider the impacts of investment decisions across different customer groups and to explore options that balance the lowest possible cost with customer expectations and service outcomes. Targeted support for vulnerable customers was seen as a key priority.

5. Customer Choice and Control

Customers also expressed a desire for greater participation in the changing energy landscape. Participants supported investments that increase flexibility and empower customers to make informed energy decisions. They emphasised the importance of proactive, timely and consistent communication that helps customers understand and benefit from emerging energy opportunities.

The extensive engagement undertaken in Phase 2 has provided valuable insight into what matters most to customers. While priorities vary across customer groups, a common theme emerged: customers want decisions that are practical, transparent, affordable and focused on delivering long-term value.

These five priorities will play an important role in guiding future planning and investment decisions, ensuring customer perspectives remain at the heart of how the network evolves to meet the challenges and opportunities of a changing energy future.