Tariffs Knowledge Review - understanding our customers' needs

Last year our 89-member Customer Panel provided support for an accelerated transition to time-of-use (cost reflectvie) tariffs for Endeavour Energy customers. However, that support was strongly linked to their expectations that Endeavour Energy would provide good transitional arrangements, including education for customers.

In direct response to that customer feedback, as a first step we commissioned a Tariffs Knowledge Review to help us understand what we could do to empower our customers through that proposed tariff reform. The purpose of the Review has been to:

• develop a greater understanding of the non-technological barriers to the uptake of time-of-use tariffs by customers, and the education materials that might help customers make the most of this propsoed change in our tariff structure
• inform a customer-centric approach to increasing the application of time-of-use tariffs that meets the needs of customers and the Australian Energy Regulator (AER); and,
• act on our genuine and long-term commitment to working proactively on tariffs across the industry to our customers' advantage.

The Tariffs Knoweldge Review contains interesting behaviour insights, and has implications for the industry as a whole and for how Endeavour Energy can best prepare our customers for the widespread adoption of time-of-use tariffs.