Jemena Gas Networks and NSW gas users are currently facing a pivotal moment where, in many future scenarios, gas usage is expected to significantly decline. Gas Networks 2050 is a forum where we collaborate with stakeholders and customers and work through this together across different areas – the Advisory Board, Expert Panel, Customer Forums and Key Voices, and consult with other groups including retailers, large and small businesses. Explore the different areas to find out more.

Our Customer Forums is a random selection of 40+ customers, some who have worked with us on the last price reset, engaging with Jemena over several deliberative workshops across 2022 to 2024 to help us understand customer perspectives to inform the Draft 2025 Plan and the 2025 Plan. A summary of the insights from customers is included in the Document Library.

We consider customers in everything we do

Jemena places our customers at the heart of our business and everyday decision making.

As the energy system undergoes a once-in-a-generation transformation, Jemena will continue to lead the industry in delivering safe, affordable and reliable energy solutions which meet our customers' present and future needs, as well as providing exceptional customer service.

Our approach is driven by our customer focus. We strive for appropriate customer outcomes and to understand our customers through proactive, collaborative and inclusive engagement, listening and paying careful attention to what our customers tell us is important.

In everything we do, Jemena will:

• embed a culture with the needs of our customers at the centre of our business
• work collaboratively with our customers and stakeholders to deliver the safe, affordable and reliable energy the community expects
• engage with customers and communities to support new investments and deliver innovative energy solutions
• support energy affordability for customers by operating our business efficiently and offering assistance to customers to manage their energy use
• ensure we advocate for, consider and support our customers through the transition of the energy system to Net Zero
• leverage our strategic relationships with stakeholders across the energy supply chain, to implement solutions that improve outcomes for customers in vulnerable circumstances
• prioritise continuous improvement in customer service and implement performance measures to demonstrably improve cost or experience outcomes for customers
• implement transparent processes which improve accountability to customers by explaining the process and reasoning for our decisions
• implement effective and accessible dispute resolution processes to resolve customer issues and identify where improvements are required
• ensure our people are adequately skilled, engaged and rewarded for delivering industry-leading positive customer outcomes.

Like most energy distribution business in Australia, Jemena is subject to economic regulation where the prices we can charge are approved by the Australian Energy Regulator (AER).

Every five years we submit a business plan to the Australian Energy Regulator (AER) for approval and to engage with our customers, stakeholders and communities to guide the future of our network.

To deliver this plan, we collaborate with our customers, stakeholders, advisors, and advocacy groups to identify what matters to them and what their long-term interests are (or those they represent). We’ll explore the options and the trade-offs and customers will deliberate on their preferences and expectations.

Our next regulatory proposal for our NSW gas distribution network is to be submitted to the Australian Energy Regulator (AER) on the 30 June 2024. This will cover our 2025-2030 operating period.

The engagement program we conducted over18 months saw us engage deeply with our customers, stakeholders and communities to develop our pricing and service plan for our gas network in NSW. Customer and stakeholder insights and concerns are shaping our 2025 – 2030 regulatory pricing submission in the short term, and our business planning in the longer term to 2050.

The actions that we take across the next five-year period will play a pivotal role in the future viability of our network and our ability to continue delivering the services that our customers have told us that they want and expect from us.

Watch this space for more information. In the meantime, give your feedback by asking us a question, or watch the videos to to learn more about what customers and stakeholders said.