What customers have told us so far: Customer Forum Results

Here you will find the feedback from customers that we have received so far. This feedback is an accumulation from several engagement sessions held in Newcastle, Goulburn, Bathurst, Griffith, and Western Sydney. We have also included the feedback from 300+ customers who engaged with this website by completing a survey.

This page will be updated as we continue engaging with our customers over the coming months so be sure to return for the latest information.


In summary

We have been hearing that:

  • The cost of living is hurting many households, and energy bills are a big issue
  • The energy market is complex and there is little transparency
  • Energy bills are not understandable which makes it difficult to reduce bills
  • Many people want their energy supply to be greener, and support growth in renewable energy
  • Some customers still consider renewable energy sources like solar panels as too expensive


Themes that emerged


Priorities

Price, Reliability and Safety have been named as the top priorities for Jemena to consider as part of the 2020-2025 Plan. There were differences that emerged between the five communities completing the prioritisation exercise as demonstrated below. Although price, reliability and safety moved to the top of the list, fairness was more of a priority in Newcastle, Griffith and Newcastle. The other two clear outcomes was that overall, aesthetics did not rate at all strongly across any of the forums.

Online Survey results

Customers ranked Safety, Reliability and Price as the top priorities, respectively. The lower the number, the higher it is as a priority, as respondents were asked to rank each in 1st through to 6th place.

'Aesthetics' was removed from the survey given the low rank it received above in the engagement sessions.

Bill Shock

30% of participants explained that an additional $50 to their gas bill is the point where they would need to adjust their lifestyle to afford gas.

5% identified $20 or less, with the remainder $100 or more.


Future investment in the network

Question: With uncertainty whether our gas pipes will actually be used beyond 2050, would it be fair for today's customers to pay more for new investments now, relative to future customers?

Response: After much deliberation and discussion, the majority of customers agreed that it would be fair. A third of customers wanted more information in order to make a decision, which will be provided in the follow-up forum across August and September.


Have your say

Do you agree or disagree? Share your views in the feedback forum. We will be listening.

A friendly reminder to please refer to our forum etiquette guide prior to engaging with this section of the website.


Here you will find the feedback from customers that we have received so far. This feedback is an accumulation from several engagement sessions held in Newcastle, Goulburn, Bathurst, Griffith, and Western Sydney. We have also included the feedback from 300+ customers who engaged with this website by completing a survey.

This page will be updated as we continue engaging with our customers over the coming months so be sure to return for the latest information.


In summary

We have been hearing that:

  • The cost of living is hurting many households, and energy bills are a big issue
  • The energy market is complex and there is little transparency
  • Energy bills are not understandable which makes it difficult to reduce bills
  • Many people want their energy supply to be greener, and support growth in renewable energy
  • Some customers still consider renewable energy sources like solar panels as too expensive


Themes that emerged


Priorities

Price, Reliability and Safety have been named as the top priorities for Jemena to consider as part of the 2020-2025 Plan. There were differences that emerged between the five communities completing the prioritisation exercise as demonstrated below. Although price, reliability and safety moved to the top of the list, fairness was more of a priority in Newcastle, Griffith and Newcastle. The other two clear outcomes was that overall, aesthetics did not rate at all strongly across any of the forums.

Online Survey results

Customers ranked Safety, Reliability and Price as the top priorities, respectively. The lower the number, the higher it is as a priority, as respondents were asked to rank each in 1st through to 6th place.

'Aesthetics' was removed from the survey given the low rank it received above in the engagement sessions.

Bill Shock

30% of participants explained that an additional $50 to their gas bill is the point where they would need to adjust their lifestyle to afford gas.

5% identified $20 or less, with the remainder $100 or more.


Future investment in the network

Question: With uncertainty whether our gas pipes will actually be used beyond 2050, would it be fair for today's customers to pay more for new investments now, relative to future customers?

Response: After much deliberation and discussion, the majority of customers agreed that it would be fair. A third of customers wanted more information in order to make a decision, which will be provided in the follow-up forum across August and September.


Have your say

Do you agree or disagree? Share your views in the feedback forum. We will be listening.

A friendly reminder to please refer to our forum etiquette guide prior to engaging with this section of the website.