The AER has today released its Stakeholder Engagement Framework and Service Charter. These clearly set out what our stakeholders can expect when they contact us or engage with us.
The AER Stakeholder Engagement Framework sets out the principles that will guide our public engagement with consumers, energy businesses and other stakeholders affected by our activities. It commits us to communicate in a timely and clear way, and to be accessible and inclusive, transparent and measurable in our engagement activities.
The Framework recognises that different levels of engagement are appropriate, depending on the issue, and clearly establishes what stakeholders can expect when they engage with us.
The Framework covers our public engagement activities across our network, retail market and wholesale market functions.
We have also launched the AER Service Charter, which sets out how we will respond to stakeholders when they contact us.
The Service Charter clearly sets out how consumers and businesses can contact us when they have an inquiry or complaint, and how we will respond. It also provides useful information for consumers that may be experiencing problems with energy businesses.
We encourage consumers and businesses to share information with us about energy market issues or problems with energy businesses. Even if we cannot help directly, we can direct them to the organisation best placed to deal with their needs.
The Engagement Framework and Service Charter form part of our increased focus on engagement with stakeholders.