Powerlink has a strong focus on seeking feedback and insights from customers and stakeholders to ensure our business is delivering valued outcomes.

Queensland Household Energy Survey

Since 2009, Powerlink in conjunction with Ergon Energy and Energex (part of the Energy Queensland group), has run the Queensland Household Energy Survey. Thousands of households across Queensland are surveyed on their energy usage, appliance saturation and energy efficient behaviours. The customer insights help us plan the electricity transmission network and forecast energy usage now and into the future.

Your feedback on how you use electricity is important to how we plan the transmission network for the future.

In 2020, more than 4,300 Queenslanders completed the Household Energy Survey. The survey is conducted by an independent research partner Kantar.

The 2020 insights report highlighted there is continued interest in new and alternative technologies with solar PV, home battery storage, and electric vehicles continuing to gain popularity. Find out more about what our customers told us in the 2020 insights report.

 


Stakeholder perception survey

Each year we conduct a survey with our stakeholders to get a better understanding of how they perceive Powerlink’s performance and their key issues. This survey guides our engagement planning and provides important insights into what matters most to our customers and stakeholders.  

The latest survey saw 115 in-depth telephone interviews with Powerlink stakeholders across 11 stakeholder categories. The survey also saw record numbers of landholders and customers providing their input.

There were positive results from a Social Licence to Operate (SLO) perspective, an internationally recognised standard that measures the level of acceptance or approval granted to Powerlink by its stakeholders. A score of 4.03 out of 5 placed us in the high approval range. Our SLO has shown a consistent upward trend since 2012, when this research began.

We also recorded a strong positive Reputation score at 3.75 out of 5, a slight variance on 3.77 since the 2018 survey.

For our stakeholders, pricing was the most mentioned issue overall, in the context of affordability and vulnerable customer groups, and charges to new energy businesses. There was also a noticeable shift towards issues related to the energy transition and the future of the energy industry. Compared with the 2018 survey, there was a higher degree of certainty that the shift was happening, and stakeholders were focused on how Powerlink could support this, and the challenges and opportunities in doing so. Stakeholders described Powerlink as a crucial link in the energy sector, with a strong ability to influence outcomes.

 

Survey timeline

27 November 2020

2020 Queensland Household Energy Survey opens

18 December 2020

2020 Queensland Household Energy Survey closes

Mid 2021

2020 survey insights report published

Full timeline