About the Customer Consultative Group

The Customer Consultative Group (CCG) is a key source of consumer insights and intelligence for the AER and helps to ensure consumers’ voices are heard and considered in our work and decisions. 

CCG membership provides participating organisations and individuals with the opportunity to inform us about issues that impact the groups they represent. It also provides members with the opportunity to meet with other consumer representatives to discuss key energy consumer issues.

The CCG focuses on issues facing residential and small business energy customers, particularly those related to our functions under the National Energy Retail Law and Rules. 

We have a requirement under rule 172 of the National Energy Retail Rules to establish and maintain a CCG.

How the group works

The CCG meets four times each year. CCG members are required to consult with their constituency outside the meetings and expected to provide advice in a range of areas that will assist the AER in carrying out its functions under the national energy legislation. They include:

  • Issues and processes affecting residential and small energy customers.

  • Emerging market developments of concern to particular groups of customers.

  • Energy consumer education and information needs.

  • Strategies and networks to increase awareness within communities.

  • Research to address current gaps in knowledge on consumer issues.

  • Other issues as requested by the AER.

Membership

The CCG has 10 members appointed by the AER. Members have significant consumer expertise and knowledge and extensive experience in representing the views and perspectives of their constituents.

The members appointed to the CCG for 2021–24 (extended to 30 June 2026) are:

  1. ACT Council of Social Service
  2. COTA Australia
  3. Ethnic Communities' Council of NSW
  4. Justice and Equity Centre (formerly Public Interest Advocacy Centre)
  5. Mark Henley (individual)
  6. NSW Business Chamber
  7. St Vincent de Paul Society
  8. Tenants’ Union of NSW
  9. Thriving Communities Australia
  10. Financial Counselling Association of NSW and Wesley Mission

Past Memberships

Previous membership of Customer Consultative Groups:

From May 2017 to May 2020, the CCG included 12 members (listed below). From June 2020, an additional two members joined the CCG and the group met more regularly as the CCG COVID-19 Working Group, to provide the AER with timely information about the impacts of COVID-19 on energy consumers. These members included:

  1. ACTCOSS
  2. Brotherhood of St Laurence
  3. Consumer Action Law Centre - from June 2020
  4. COTA Australia
  5. Country Women's Association of Australia
  6. Ethnic Communities Council of NSW
  7. Financial Counselling Australia - from June 2020
  8. National Retail Association
  9. Public Interest Advocacy Centre
  10. Queensland Council of Social Service
  11. Renew
  12. St Vincent de Paul Society
  13. Tasmanian Council of Social Service
  14. Uniting Communities

Energy Consumers Australia, the Australian Energy Market Commission, and a representative from the Australian & New Zealand Energy and Water Ombudsman Network (ANZEWON) attended some meetings as observers.

The AER reconstituted its CCG in 2014. These members were appointed for a two year period, following which the AER exercised its discretion to extend the term by one year. Members of this CCG included:

  1. Consumer Action Law Centre
  2. Consumer Utilities Advocacy Centre
  3. COTA Australia
  4. Energy Consumers Australia
  5. Ethnic Communities Council of NSW
  6. National Retail Association
  7. Public Interest Advocacy Centre
  8. Queensland Council of Social Service
  9. St Vincent de Paul Society
  10. Tasmanian Council of Social Service
  11. UnitingCare Australia

The Council of Small Business Australia (COSBOA) and the Australian Federation of Disability Organisations were members from 2014 to 2015.

The AER reconstituted its CCG in 2011 at the conclusion of the inaugural members’ terms of appointment. These members were appointed for a two year period with their first meeting held on 23 February 2012. This membership of the CCG met on six other occasions and their appointment period was extended to early 2014. The final meeting for this CCG was held on 25 March 2014. Members of this CCG included:

  1. Australian Council of Social Service (ACOSS)
  2. Australian Council on the Ageing
  3. Consumer Action Law Centre
  4. Consumer Utilities Advocacy Centre
  5. Public Interest Advocacy Centre
  6. Queensland Council of Social Service
  7. Saint Vincent de Paul Society (Victoria)
  8. Tasmania Council of Social Service
  9. Uniting Communities

The Australian Industry Group was a member of the 2011-14 CCG until it resigned from the group in June 2012.

The AER’s inaugural CCG was established in 2009 with the first meeting held on 19 February 2010. Since then, the CCG met on five other occasions at the AER's Melbourne office. The last meeting of the inaugural CCG took place on 28 October 2011, when the AER announced that it would reconstitute the CCG. The CCG's original membership included:

  1. Australian Council of Social Service (ACOSS)
  2. Australian Council on the Ageing
  3. Australian Industry Group
  4. Brotherhood of Saint Laurence
  5. Consumer Action Law Centre
  6. Consumer Utilities Advocacy Centre
  7. Public Interest Advocacy Centre
  8. Uniting Care Wesley Adelaide
  9. South Australian Farmers Federation

Meetings

Information about what was discussed at CCG meetings can be found in the CCG Communiqués.

Conflict of Interest

Members of the CCG have been selected because of the experience and the groups they represent. In addition to their role with the CCG, members may also be active in the Australian energy industry and wider community. In performing multiple roles, conflicts of interest may arise.

CCG members must notify the AER of all potential conflicts, which are listed on a public register.

The Conflict of Interest Register will be updated on an ongoing basis, as required.

Customer Consultative Group - Conflict of Interest Register