FAQs

Jemena owns and operates a diverse portfolio of energy and water transportation assets across the east coast of Australia. With more than $10.5 billion worth of major utility infrastructure, we supply millions of households and businesses with essential services every day.

As a provider of gas, electricity and water, we have enduring relationships with our customers and the communities where we operate. They are at the heart of our commitment to deliver energy and water safely, reliably and affordably, and to the sustainable growth of our business in the long term.

If you live in Melbourne’s northern suburbs – such as Yarraville, Williamstown, and Avondale Heights – the electricity you use will have travelled to your home or business across the Jemena Electricity Network.

The Jemena Electricity Network is one of five electricity distribution networks in Victoria. We are the sole distributer of electricity in your area of north-west greater Melbourne, servicing

more than 320,000 households and businesses.

If you don’t receive electricity from Jemena, visit  energy.vic.gov.au/electricity/electricity-distributors to find your electricity distributor

Our customers include all electricity consumers who are or could be connected to our electricity network in the future.

We also provide services to other groups such as property developers, landlords and body corporates, who make energy supply choices on their behalf.

As an energy distribution business (both Natural Gas and Electricity), Jemena is regulated according to a five-year regulatory period. This process is referred to as a regulatory reset, and is administered by the Australian Energy Regulator. We are currently planning for the 2021-2025 regulatory period.

Our regulatory proposals are due to the Australian Energy Regulator in July 2019. While it seems like a long time to plan, we need to take into account a range of complex considerations as well as the needs of our customers and stakeholders. This includes a process to seek feedback and incorporate it into our decision making.

Our 2021-25 Plan will guide how we serve our customers over the 5 year period commencing 1 January 2021. Our 2021-25 Plan must be aligned with our customers’ expectations and requirements for their electricity service now, and into the future. We need to carefully balance our service levels with the impact on customer bills. For example, higher reliability can also mean higher costs for us, and mean higher electricity bills. Lower reliability can mean lower costs, and lower bills. Our role is to get the balance right based on what you tell us. We want our customers to help us develop our 2021-25 Plan. Our 2021-25 Plan must be submitted to a government regulatory authority (the Australian Energy Regulator) in July 2019.

Our 2021-25 Plan must be submitted to a government regulatory authority (the Australian Energy Regulator) in July 2019. We intend to a run a dedicated program to help our customers participate in developing our 2021-25 Plan. We want our customers to feel they can have genuine and trusted conversations with us about the 2021-25 Plan. There are numerous ways we will involve our customers in developing our 2021-25 Plan. We will that we choose approaches that consider the different needs of customers across different topics. Importantly we will look for opportunities to talk to our culturally and linguistically diverse customers by partnering with ethnic community organisations, utilising translator services, and preparing documents in-language, as required.

There are a number of ways you can get involved in helping to develop our 2021-25 Plan, including:

• - Visit this website to share your views and experiences directly with us

• - Come along to our of our customer or community events

• - Subscribe to email updates to hear about future opportunities to get involved

We look forward to hearing from you and thank you for helping us shape the future of energy.

There are a number of companies involved in getting electricity to you. To see where we fit in, watch our video Connecting your home with electricity