In an increasingly complex energy landscape, the ability to genuinely connect with customers and communities is no longer optional – it’s essential. The Energy Charter’s new Community of Practice builds on our foundational work to create deeper, more meaningful engagement with diverse communities throughout Australia’s energy transition.
Our vision
Energy is an essential part of everyone’s life. We believe the energy system can only succeed when every person is included. This Community of Practice brings together community advocates with energy sector professionals who are committed to placing humans at the heart of our work, ensuring energy services are accessible, equitable, and responsive to the diverse needs of all Australians.
Building on our foundation of better practice
Since 2019, The Energy Charter has pioneered collaborative approaches to better understand customers and communities. Now, we’re working together to take this work to the next level – moving beyond understanding to creating genuine partnerships that centre the lived experiences of those we serve, especially those facing barriers or vulnerabilities.
2025 Program: From Knowledge to Action
Our 2025 program features three specialised forums designed to transform knowledge into meaningful action:
May: Co-Ways of Working
Learn alongside experts from Better Together Collective and hear directly from members of our Life Support in the Home Lived Experience Panel. Discover approaches to co-design and collaboration that place lived experience at the centre of energy solutions.
August: Supporting Vulnerability
Join us with the Australian Energy Regulator to explore their Customer Engagement Toolkit, examining better practices for identifying and supporting consumers experiencing vulnerability. We’ll also examine Horizon Power’s groundbreaking work in building a comprehensive vulnerability strategy.
November: Meaningful Accessibility
Partner with Cornerstone Alliance to uncover how true accessibility goes beyond compliance to create genuinely inclusive energy services. Learn from Australian Gas Infrastructure Group (AGIG)’s website accessibility improvements and engage with the Human Rights Commission’s IncludeAbility program to ensure energy is accessible for all.
Why join?
This Community of Practice offers:
- Practical tools to enhance your engagement with diverse customer groups
- Case studies of successful initiatives that have improved outcomes for vulnerable customers
- Connection with colleagues across the energy supply chain facing similar challenges
- Expert guidance from community engagement specialists and lived experience representatives
- Opportunities to shape the energy sector’s approach to inclusion and accessibility
Be part of the change
Together, we can create an energy future where no one is left behind. Where vulnerability is recognised and supported with dignity. Where accessibility is built in from the beginning, not added as an afterthought.
Join us in deepening relationships that will transform both the energy sector and the communities we serve.
Know Your Customers + Communities Resource Library
Discover session recordings, insights and additional resources in our Know Your Customers + Communities Resources Library below that highlight examples of better customer and stakeholder engagement across the energy and water sectors.
Better Practice Toolkits & Guides
The Better Practice Customer Engagement Toolkit helps drive robust processes to determine customer and community needs and to encourage energy businesses to be accountable on how feedback has been considered and incorporated into their decision making. This is an important commitment under the Energy Charter (principle 1.4).
The Better Practice Consumer Advocacy Support Guide was put together to encourage Energy Charter signatories and others to better support consumer advocacy efforts. This is an important commitment under the Energy Charter (Principle 1.4) and was reinforced by a recommendation from the Independent Accountability Panel in its 2020 Report.
