Our performance: Queenslanders

Understanding how customers, communities and stakeholders experience Powerlink Queensland - and how those experiences change over time - is critical to building trust and making better decisions. 

In 2025, Powerlink undertook two major research programs: 

• a stakeholder perception survey, focused on customers and key stakeholders across the energy sector; and 
• a community sentiment survey, conducted with Queensland communities hosting or potentially hosting transmission infrastructure. 

This article explains what we heard, what it means, and how Powerlink is responding. 

What we heard in 2025 

A shared operating context of uncertainty 

Across both surveys, a consistent theme was uncertainty. Participants pointed to: 

• the pace and scale of the energy transformation 
• cost‑of‑living and energy affordability pressures 
• workforce and supply chain constraints 
• changing policy and governance settings 
• expectations of government‑owned corporations 

This context shapes how Powerlink’s actions are interpreted and reinforces the importance of clear communication about our role, constraints and decisions. 

Stakeholder perceptions: trust, safety and clarity matter 

The 2025 stakeholder perception survey showed modest improvements in both reputation and overall performance compared with the previous year. 

Stakeholders consistently identified three factors as most important for trust: 

• alignment with government policy 
• safety of operations and contractor management 
• clarity about what Powerlink can and cannot control 

While perceptions were broadly positive, the research reinforced that confidence depends as much on explanation and transparency as on outcomes. 

Community sentiment: local impacts and fairness are decisive 

Community sentiment research, conducted across seventeen local government areas, also showed a small overall improvement in trust and acceptance, with significant variation between regions and individual communities. 

Key insights included: 

• strong expectations that local benefits should outweigh local impacts 
• ongoing importance of procedural and distributional fairness 
• growing concern about environmental and road safety impacts 
• a clear desire for better coordination across development and community investment 

The research also highlighted that trust is increasingly place‑specific, reinforcing the need for locally informed approaches rather than uniform engagement models. 

Information is not landing the way people need 

One of the clearest findings was about information access: 

• most community participants felt they were not getting enough information about renewable energy and transmission projects 
• at the same time, the majority had not attended formal information sessions 

This reinforced that traditional engagement methods alone are not sufficient, and that Powerlink needs to meet people where they already are, using clearer, more accessible formats. 

How we are responding 

Powerlink Queensland has used the 2025 stakeholder perception and community sentiment survey insights to agree a clear set of actions at board level. These actions focus on strengthening local value, fairness, influence and understanding - the areas that matter most to trust. 

Focusing on local value for communities 

The research reinforced that communities want to better understand the local value proposition of transmission infrastructure. 

Powerlink is strengthening how it identifies and explains: 

• local jobs and workforce opportunities 
• opportunities for local businesses and suppliers 
• the economic contribution of projects in host regions 

This includes clearer articulation of how projects contribute to local economies, alongside transparent discussion of impacts and trade‑offs. 

Coordinating engagement and community investment 

Communities and stakeholders highlighted the need for better coordination across development activity and community investment. 

Powerlink is using its central role in the energy system to: 

• better coordinate engagement approaches with developers 
• support more coherent and place‑based community investment 
• reduce duplication and engagement fatigue where possible 

This work recognises that Powerlink does not control all development activity but may be able to assist coordination through its activities. 

Increasing community and landholder influence on decisions 

Survey findings reinforced the importance of procedural fairness and genuine influence. 

Powerlink is increasing opportunities for communities and landholders to: 

• influence planning and decision‑making earlier 
• understand how their input has been considered 
• see clearer links between feedback and outcomes 

This includes improving how feedback is captured, shared and reflected across planning, delivery and operations. 

Going to where communities are 

The research showed that traditional information sessions alone are not reaching many community members. 

Powerlink will continue to prioritise an engagement approach that: 

• goes to where community members already are 
• uses informal, accessible settings alongside formal engagement 
• reduces reliance on communities having to “come to us” 

The aim is to improve accessibility, visibility and everyday connection. 

Increasing meaningful contact beyond project milestones 

Communities indicated that trust is shaped by ongoing presence, not only engagement at key project stages. 

Powerlink is increasing meaningful contact with communities: 

• outside of traditional planning and construction milestones 
• during operations and maintenance activities 
• between major engagement phases 

This supports continuity of relationships and reduces the perception of engagement being transactional or time‑limited. 

Strengthening education about Powerlink’s role 

Across both surveys, there was continued uncertainty about Powerlink’s role in the energy system. 

Powerlink will continue to focus on education that: 

• clearly explains what Powerlink does and does not do 
• explains how transmission supports new energy infrastructure 
• sets realistic expectations about constraints, trade‑offs and decision‑making 

This includes plain‑language explanations and worked examples to support understanding. 

Closing the loop 

These actions reflect what Powerlink heard directly from stakeholders and communities in 2025, and how that feedback is shaping priorities. 

We will continue to report on progress, learning and refinement of these actions, recognising that trust is built through consistent behaviour over time. 

Learn more on the Customer Research page.

Innovation underpins Powerlink’s corporate strategy, enabling the organisation to solve problems, de-risk solutions and deliver value for customers.   

By investing in emerging technologies, trialling new approaches and partnering with industry leaders, Powerlink is building a more affordable, reliable and sustainable network capable of meeting Queensland’s rapidly changing energy needs. 

Dynamic Line Rating trial 

Powerlink is conducting a 12-month Dynamic Line Rating trial on two high voltage transmission lines spanning 200km. The trial which is underway on the Woolooga to Palmwoods transmission line, involves installing weather stations and on-conductor sensors at critical spans, leveraging cellular and satellite coverage to monitor conditions in real time. This technology aims to optimise existing network capacity by adjusting line ratings based on weather conditions, potentially reducing or deferring new infrastructure development. 

The Dynamic Line Rating trial has demonstrated significant capacity improvements. As at June 2026, average capacity gains of 23% above existing ratings have been reported, with a 12% increase under post-contingent conditions. Under the most favourable weather conditions, capacity enhancements can reach up to 54%, often aligning with peak network demand periods. The trial has earned industry recognition, winning the 2025 Electric Power Research Institute (EPRI) Energy Delivery and Customer Solutions Technology Transfer Award, which honours excellence in applying research and innovation to real work challenges. 

Why it matters? 

Traditionally, transmission lines operate using fixed ratings. Dynamic Line Rating allows line capacity to be adjusted based on actual operating and environmental conditions, enabling more efficient use of existing infrastructure. 

This technology will see congestion across our network decrease, improve productivity of how Powerlink’s assets are used, and can reduce the amount of new transmission lines that need to be built. 

This increased flexibility helps support system reliability, particularly during periods of higher demand, and contributes to better value for customers by putting downward pressure on electricity prices. 

Watch the video to learn more. 

Robotic powerline stringing 

In March 2026, Powerlink was also recognised for innovation in the Queensland Premier’s Delivering in Queensland Awards. Powerlink, in collaboration with Infravision, received a Highly Commended for revolutionising transmission line construction in Queensland through large-scale deployment of aerial robotic powerline stringing.  

This initiative was driven by the need for a safer, more efficient alternative to traditional helicopter-based methods. The project has achieved world-first records, demonstrating technical maturity and positioning Queensland as a leader in advanced robotics for energy infrastructure

This initiative was driven by the need for a safer, more efficient alternative to traditional helicopter-based methods. The project has achieved world-first records, demonstrating technical maturity and positioning Queensland as a leader in advanced robotics for energy infrastructure. 

Powerlink has proudly delivered a safe supply of electricity to Queenslanders for decades. For our community, we strive to raise awareness of electrical safety around the network. 

Community Electrical Safety Action Plan  

Powerlink action is guided by the strategies identified in our Community Electrical Safety Action Plan (CESAP), which helps influence safe community behaviour when working and living around the high voltage electricity transmission network.  

Read Powerlink’s Community Electrical Safety Action Plan. 

Our action plan in action 

There are number of key initiatives being rolled out in support of this plan, including: 

Influencing safe behaviours early 

Powerlink has partnered with The Industry School to deliver regular electrical safety presentations to students preparing for careers in trades and industry. The presentations focus on practical electrical safety awareness for students who could be working near overhead or underground powerlines. The initiative provides an opportunity to influence safe behaviours early. Learn more 

Emergency services electrical safety training videos 

Powerlink developed agency-specific safety training videos for the Queensland Fire Department, Queensland Police Service and Queensland Ambulance Service to provide guidance for emergency responders attending incidents involving transmission infrastructure. These videos are being incorporated into agency Learning Management Systems. 

FarmFest and agricultural safety engagement 

Powerlink attended and delivered practical electrical safety engagement activities at FarmFest 2026. This included interactive powerline safety display, exclusion zone awareness and practical discussions around the risks of overhead and underground electricity. This activity directly targets one of the highest-risk stakeholder groups. 

Before You Dig Australia Advisory Council 

Powerlink will be represented on the Before You Dig Australia Queensland Advisory Council, providing an opportunity to contribute to industry discussions focused on utility damage prevention and community safety. Through participation on the Advisory Council, Powerlink can contribute a transmission network perspective to industry discussions, promote safe work practices around high-voltage infrastructure, and support broader initiatives that aim to reduce harm, service disruption and damage associated with essential infrastructure. Learn more 

Together, these initiatives demonstrate Powerlink’s ongoing commitment to strengthening community electrical safety, building awareness and supporting safer practices around transmission infrastructure. By working with industry, emergency services, educators and the broader community, we will continue to play an active role in reducing risk and helping keep Queenslanders safe. 

As part of our commitment under The Energy Charter to support customers facing vulnerable circumstances, we partner with Uniting, who deliver their Energy Program services in Queensland, providing life-changing support to people experiencing energy hardship. 

Households facing cost of living pressure 

In our current environment there are significant cost of living pressures across many essential goods and services. Electricity affordability is fundamental to society. Yet we know there are households struggle to afford their electricity bills, some going without the energy they need or foregoing other essentials to cover their energy bills.  

The Queensland Household Energy survey, which has been conducted annually since 2009, shows that in line with known cost of living pressures, concern about household bills (including electricity) heightened in 2026. Electricity bills continue to rank in the top three household expenses for the past four years (see QHES website). 

It is critical for us to recognise how these realities are experienced by households today, and to work with others across the sector, within our role, to support targeted assistance where we can. 

Our partnership with the Uniting Energy Support Program 

The Uniting Energy Support Program provides practical, personalised support to help households manage energy costs and navigate financial hardship. It is designed to meet people where they are, recognising that circumstances, needs and capacity vary significantly between households. 

Impact to date 

Since 2022, Powerlink’s support has enabled Uniting to assist 252 households, many of whom are older Australians. The program has delivered an estimated $217,775 in quantified benefits, reflecting identified savings achieved through reduced energy costs and bill relief.^ 

While not all impacts are easy to quantify, the program demonstrates how personalised support can help people better understand their options, access available assistance and navigate challenging circumstances. Behind every figure is a household working to manage the pressures of everyday life.

A story of support 

One family supported through the program was a single parent household in regional Queensland with three children, including children with a range of health and care needs that increased the household's energy use. Keeping the home safe and comfortable required regular use of cooling, air filtration and additional washing and drying of clothing and bedding. At the same time, the family was experiencing significant financial hardship and struggling to cover essential household expenses. 

A Uniting energy advisor worked closely with the family to identify practical ways to manage energy use, confirm that concessions and tariffs were correctly applied, support applications for hardship assistance and connect the household with other support services. The advisor also helped establish a more affordable payment arrangement for the family's energy bills. 

When difficulties later arose with that arrangement, Uniting provided further advocacy and support to help the family navigate the process and maintain access to electricity. The matter was ultimately resolved, allowing the household to remain connected and continue on an affordable payment plan.

The client later shared: 

“Knowing … my power is safe with the plan I already agreed to, has taken so much stress off me. Thank you for not giving up on us.” 

As Uniting’s Senior Manager, Matt Cairns explains: 

“For many people, it’s not just about the bills — it’s about the stress that comes with it. Even just one conversation to work through options can make a real difference.” 

Powerlink’s part in electricity affordability? 

Powerlink must ensure it can maintain regulatory reliability standards and deliver enough electricity to meet peak levels of demand.  

This requires us to manage the Queensland transmission network over time through prudent planning, timely and cost-efficient maintenance and new infrastructure investment, and reliable operation of the transmission network.  

Affordability is driven by us making prudent and timely decisions that are cost-efficient – spending each dollar as if it was our own and making decisions based on the long-term interests of Queensland.  

Updating our processes and technologies to improve cost efficiencies and productivity also matters. 

Learn more 

• Uniting 
• Uniting Energy Support Program - The Energy Charter 
• Energy Bills 

^As at 30 June 2026 

Why measure our customer culture? 

The culture of an organisation shapes how decisions are made and how teams work together. These internal conditions often shape outcomes well before they are visible in customer outcome measures.  

A positive and mature customer culture is one that supports decisions and enables work and collaboration aligned to our purpose of serving the long-term interests of Queenslanders.   

How we built the Customer Centric Culture Score 

Our customer culture is measured by all Powerlink staff, as the people who shape and work within our culture every day. 

To identify the dimensions of organisations that drive customer centred cultures and effective measurements we researched models and approaches.  

We selected a framework that identifies leadership, collaboration and implementation as the central enablers of a positive customer centric culture.  

Every year, Powerlink undertakes an Employee Engagement Survey inviting all staff to provide their perspectives across key aspects of our organisation. It was endorsed that a measure of customer centric culture be included from 2026. 

Ahead of the 2026 survey, we worked to develop a set of questions that allow us to measure and track progress over time. The questions were refined through testing and staff feedback. 

The final questions were included in the Employee Engagement Survey.  

The measure 

Employees are asked to answer three questions about the cultural conditions that shape how well Powerlink is set up to deliver for Queenslanders:

1. Leadership commitment – leaders consistently prioritise the long‑term interests of Queenslanders when making decisions. 
2. Implementation – people are supported by systems, processes and ways of working that enable them to create value in practice. 
3. Collaboration – people work well across divisions to serve Queenslanders, rather than operating in silos. 

The overall Customer Centric Culture Score is the combined average score of favourable responses across the three questions from all survey respondents. 

Why this work matters 

The three questions evaluate these success factors and are about culture, support structures and decision‑making, not outcomes. Rather than measure performance directly, instead, they reflect how our people experience the conditions that shape performance over time.  

The result is a simple, repeatable score that provides a baseline and a way to track change over time. Used well, it helps us identify where systems or behaviours may be getting in the way, and where improvement efforts are most likely to make a difference. 

Next steps 

In 2026, Powerlink’s Customer Centric Culture Score is 55 percent favourable, based on 1,650 responses (81% of the total Powerlink staff). This provides a baseline for how our people experience three conditions that support long-term value for Queenslanders. 

These results indicate a clear and consistent commitment across the organisation to serving Queenslanders. Employee feedback highlights a strong sense of purpose and pride in the role Powerlink plays in delivering essential services and supporting the energy system. 

At the same time, the results also point to opportunities to strengthen how this intent is experienced in practice. In particular, feedback suggests there is scope to improve consistency in how teams work across divisions, and to continue enhancing systems, processes and ways of working to support efficient delivery. 

As this is the first year of measurement, the score establishes a clear and repeatable baseline. Over time, it will provide a way to track progress and support continuous improvement in the internal conditions that underpin how Powerlink serves Queenslanders. 

By sharing our progress, lessons learnt, challenges and improvement work, we also hope to support learning across our organisation and the broader sector. 

The 2026 Central Queensland Transmission Network Forum was held on 4 August 2026 in Gladstone. The forum provided updates on Powerlink’s major projects, with a focus on local and Indigenous participation. View the presentations or watch the recordings.