ESIA Submission: NSW IPART ESS Draft Customer Charter, 23 Nov 2020
Relevance, robustness, fairness, measurability, transparency and best practice benchmarking are crucial factors for a successful IPART ESS Customer Charter. The charter framework requires:
- A stated commitment by IPART to deliver on the Charter as without this there will be no imperative to follow through and develop a best practice feedback loop to determine if the Charter is being met.
- All aspects to be regularly and tangibly measured, including by quantitative and qualitative indicators, such as annual and some quarterly Key Performance Indicators (KPIs).
- Results to be published and made available publicly in a timely manner.
- An even-handed approach for all parties (ie IPART and others - ACPs, auditors and MVPs).
- A ‘growth mindset’, innovative and creative approach to compliance best practice complementing that required by industry to deliver transformative energy savings.
(ESIA Submission PDF)
