Jemena Gas Networks
Deliberative customer engagement to inform a regulatory reset
Client | Jemena Gas Networks
Service | Customer engagement, facilitation, deliberative process, communications
Duration | 2022 - 2023
Sectors | Energy strategy, regulatory reset
Participants developed a strong understanding of the challenges and trade-offs associated with the future of gas, informing a balanced approach to transition that considers both emissions reduction and impacts on existing customers.
Project Overview
We supported Jemena Gas Networks to develop its 2025–2030 Regulatory Proposal through a deliberative engagement program with customers. The program addressed uncertainty around the future role of gas and balanced competing priorities of affordability, reliability and a net zero transition. Our role was to enable customers to engage meaningfully through a deliberative process, explore complex regulatory trade-offs and ensure their perspectives were clearly understood and embedded in Jemena’s proposal.
Our approach
We designed and delivered a structured deliberative process involving a representative group of 50 residential and small business customers who met across 8 sessions. The core remit focused on how the network could respond to the energy transition in a way that is fair, affordable and future-focused.
To broaden perspectives, we designed targeted ‘key voice’ engagement with young people and recent migrants, ensuring under-represented views informed the core deliberations. We also delivered a separate online process with 25 customers to explore gas pricing and tariff structures.
The forum’s outputs on trade-offs and their recommendations helped shape the Network’s regulatory proposal to the Australian Energy Regulator.
What we delivered
We delivered a multi-phase deliberative program combining in-person and online workshops, supported by clear materials, structured run sheets and external expert inputs.
To support decision-making, we introduced practical tools such as a ‘slider’ to help participants explore trade-offs between different regulatory responses. We translated outputs from key voice groups into personas and supported participants to present their perspectives directly to the broader forum.
Impact
Participants developed a strong understanding of the challenges and trade-offs associated with the future of gas, informing a balanced approach to transition that considers both emissions reduction and impacts on existing customers.
An independent evaluator found the process met or exceeded the AER’s Better Resets Handbook requirements. Participant feedback was highly positive, with 89% rating the process as worthwhile and 92% reporting increased trust in Jemena.