Co-managing Home Energy Demand: Householder trust in the electricity industry

This original empirical research was conducted as part of the Australian Energy Regulator's Demand Management Innovation Incentive Scheme. The research was commissioned by TransGrid, the NSW state-owned electricity transmission business to inform energy policy, programs and pricing relating to the issue of peak electricity demand. This project involved in-home interviews with 24 households to explore consumer trust in the electricity industry. Key findings included: a) householder satisfaction with electricity supply but low level awareness of the role and issues of electricity transmission and distribution; b) householder confusion and distrust associated with retailers and electricity price rises; c) concerns about safety and accuracy of smart meters d) contributions of media and disengaging communications to householder distrust and disengagement. The research recommended alternative approaches to communication with customers to foster a more collaborative relationship with utilities.