Strategic plan

Our Strategic Plan(PDF, 125KB) is a 4-year view of our organisation and key priorities.

Our vision

To make a positive difference to Queenslanders in a changing energy and water environment.

Our values

  • Respect: We act and interact with honest and integrity—manners, respect and courtesy are a given.
  • Integrity: Our actions are consistent with our words and we demonstrate our values through our actions.
  • Competency: We encourage each other and seek opportunities to learn, and share our knowledge and ideas, to continuously improve ourselves and our service.
  • Accountability: Each of us is accountable and responsible for our work, attitude and behaviours.
  • Excellence: We strive to be the best we can be, and deliver excellent service and quality results.

Commitments

Customer

Objectives Indicators of success
  • We deliver fair and reasonable outcomes for consumers and scheme participants.
  • Achieve agreed targets in customer and scheme participant surveys.
  • We listen to understand and respect our customers to build and maintain their trust.
  • Achieve agreed dispute resolution targets.
  • Our teams have the skills to resolve wide-ranging problems for our internal and external customers.
  • Continuously improve quality and customer experience.

People

Objectives Indicators of success
  • We attract, develop and retain committed professionals who are motivated by our values.
  • Increase engagement result of Working for Queensland survey.

  • We have an empowered, high-performing and resourceful team.

  • Retain Resources - My manager and workgroup results in the top quartile of Working for Queensland comparison data.
  • We build the capabilities of our people now and for the future.
  • Required capabilities are identified and professional development completed. 

Service

Objectives Indicators of success

  • We evolve with our changing environment.

  • Being prepared for legislative changes and an expanded jurisdiction.

  • We embrace change and adapt to emerging technologies.
  • Invest in our systems and processes to ensure we remain fit for purpose.

  • Our business is accountable, efficient and effective.
  • Deliver our services effectively within agreed targets.

Connections

Objectives Indicators of success

  • Everyone who needs our help knows who we are and how to contact us.

  • Share our insights and experiences to collaboratively improve the sector for all.

  • We inform providers and consumers on how we can help with energy and water issues.

  • Provide information to help our stakeholders understand and help resolve the issues their customers are experiencing.

  • We collaborate with organisations who support energy and water consumers.

  • Meet with communities across the state via in-person and digital methods.
 
  • We connect with and influence our stakeholders to improve outcomes for the sector.
  
  • Increase awareness of our service through a variety of channels.

We will deliver our objectives through our key strategic initiatives:

  • Building future capabilities.
  • Contributing to reconciliation with First Nations people.
  • Driving efficiencies and effectiveness.
  • Embracing our culture and values. 
  • Focusing on our people. 
  • Enhancing scheme participant management.
  • Enriching customer experience.
  • Raising awareness of our service.

We will embrace opportunities by:

  • Adapting to the needs of our ever-changing world, including issues impacting our community.
  • Understand and utilise relevant technologies to enhance all aspects of our business. 
  • Expanding our jurisdiction to include renewable and consumer energy. 

Industry benchmarks:

  • Accessibility.
  • Independence.
  • Fairness.
  • Accountability.
  • Efficiency.
  • Effectiveness.
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