A leading electricity distribution network business is seeking an experienced independent consultant to design and lead a community and customer engagement program as part of its upcoming Regulatory Reset submission to the Australian Energy Regulator (AER).

The ideal talent will bring direct, on-the-ground experience running community and customer engagement processes for a regulated electricity distribution network through a regulatory reset cycle, ideally within NSW (potentially in VIC). The client is looking for someone who has done this before: a practitioner who can act as expert advisor, lead delivery, and serve as a credible critical friend to the internal team.

Key Activities

• Design and deliver a structured customer and community engagement program aligned with AER requirements and the AER's Better Resets Handbook, covering residential, small business, and commercial and industrial customer segments
• Plan and facilitate on-the-ground engagement activities including community forums, town halls, focus groups, and targeted stakeholder consultations across the NSW distribution footprint
• Develop engagement documentation including an Engagement Plan, engagement strategy, and materials required for AER submission
• Translate customer input and community sentiment into actionable insights that inform the network's regulatory proposal, including expenditure priorities and service level trade-offs
• Act as critical friend and expert advisor to the internal regulatory and customer affairs team — providing challenge, oversight, and quality assurance on engagement design and outputs
• Ensure engagement activity meets the AER's evidentiary standards, including documenting how customer feedback has shaped the proposal
• Liaise with and, where relevant, support the work of any independent Customer Panel or Reset Reference Group associated with the process
• Identify and incorporate opportunities for First Nations and community-specific engagement where relevant to the network's service area

Your Background

Essential

• Direct, hands-on experience leading or delivering customer and community engagement programs as part of an electricity distribution regulatory reset process — ideally for a NSW DNSP (Distribution Network Service Provider)
• Deep familiarity with the AER regulatory framework, the National Electricity Rules (NER), and the Better Resets Handbook requirements for customer engagement
• Demonstrated ability to design and facilitate multi-channel, multi-stakeholder engagement processes that meet regulatory evidentiary standards
• Experience translating community and customer sentiment into structured insights and submission-ready documentation
• Ability to operate as both a delivery lead and a credible challenger — comfortable holding the internal team to account while remaining constructive and collaborative
• Strong written communication skills; able to produce high-quality engagement strategies, reports, and AER-facing materials
• NSW-based or able to commit to regular on-the-ground presence across the NSW service territory

Desirable

• Prior experience working with or as a member of an independent Customer Panel, Reset Reference Group, or similar consumer engagement body in a regulatory reset context
• Familiarity with IAP2 (International Association for Public Participation) frameworks and best practice community engagement methodology
• Experience engaging with vulnerable customer cohorts, First Nations communities, or community-based organisations in an energy or utilities context
• Consulting or advisory background in regulated utilities, energy policy, or stakeholder affairs
• Existing relationships within the NSW energy consumer advocacy ecosystem (e.g. Energy Consumers Australia, community energy groups, IPART)