Ensuring consumer voices are heard

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

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