Last updated: 03 Apr 2023
Western Renewables Link complaints
The project is about building a new electricity transmission line from Bulgana (near Stawell in Victoria’s west) to the Melbourne suburb of Sydenham, a distance of almost 190km. AusNet Services has been selected to deliver the project.
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What is the Western Renewables Link?
The project is about building a new electricity transmission line from Bulgana (near Stawell in Victoria’s west) to the Melbourne suburb of Sydenham, a distance of almost 190km. AusNet Services has been selected to deliver the project.
Why is the project going ahead?
The existing transmission network in western Victoria is nearing capacity. This means that only limited power can be moved out of the area.
Government states that an upgrade to the network will unlock the renewable energy potential of western Victoria (a key Renewable Energy Zone) and will help deliver clean and affordable energy to Victorians. The project is also designed to drive economic growth and bring new jobs to the region, and is one of many that will be necessary to support this.
What is the project’s timeline?
The formal approvals process has begun along with ongoing community engagement. According to AusNet's current project plan, construction is set to begin in mid 2024 and will be completed in 2026.
What is the Statement of Expectations?
The Essential Services Commission (ESC) is the independent regulator for Victoria’s energy sector. It has released a Statement of Expectations (SoE) to help guide how AusNet Services should access private land.
AusNet Services has a statutory right to access private lands as part of the project but the SoE helps clarify how AusNet Services and customers should work together in the delivery of the project.
Is there a code of practice about land access?
The ESC does not have a code of practice in place for major transmission projects in Victoria. The SOE is a temporary guide that sets the ESC's expectations until a formal Code of Practice is created.
How can we help?
We can take complaints about many (but not all) aspects of this project. We can take complaints about land access (property damage and safety), customer service (communication and information) and provision (work standards).
If in doubt, contact us and we will work with you, AusNet Services and others to either resolve your complaint or transfer you to someone who can help.
What can’t we do?
We do not have jurisdiction to take complaints about Government policy (such as about the project going ahead). We also do not have jurisdiction to change a decision that has been approved by government. If in doubt, contact us and if we cannot take your complaint we will put you in touch with someone who can help.
What will EWOV’s process towards these complaints be?
While we investigate a complaint, we ask that the customer and AusNet Services talk to us and don’t contact each other about this issue. AusNet Services can continue with the work for the project, which may involve continuing to work with the customer, but shouldn’t discuss the complaint directly with the customer.
A conciliator from EWOV will contact the customer to discuss the details of the complaint. They will also ask AusNet Services for information about the customer’s complaint, to help with the investigation.
We will let the customer know of developments as we investigate. Based on our updates, the customer can decide at any time to settle their complaint.
We may ask the customer for further information. This is an important part of the process. If we ask the customer for information and don’t receive it, we may close the complaint.
If the customer and AusNet Services can’t agree on an outcome, we’ll give them a report about our findings.
We may find that AusNet Services needs to do more to resolve the complaint and, if so, we’ll continue to investigate. We may also find that AusNet Services’ position is fair and reasonable and, if so, we’ll close our investigation. If this happens, we’ll let the customer know why.
How will we work out what is ‘fair and reasonable’?
To work out what is fair and reasonable, we’ll consider some or all of the following:
- The customer’s actions and circumstances
- AusNet Services’ policies and actions
- Laws and regulations
- The Statement of Expectations
- Our previous case outcomes
- A current assessment of good practice
- Professional advice.
It’s also important to note that the financial limit of our decisions is $20,000. We may be limited to how we can help resolve a complaint that is related to an amount higher than this.
As mentioned in our Charter, we must handle complaints in a way that’s ‘fair, reasonable, just, informal and expeditious’. Working through a complaint is a process of information gathering, review and consultation between the customer and the company.
AusNet Services is bound by what we decide is a fair and reasonable outcome but the customer is not. A customer is free to seek alternate advice should they wish to.
Who needs to do what?
What obligations does AusNet Services have?
AusNet Services has to report to the ESC monthly. In this report, AusNet has to record its performance against s 93 of the Electricity Industry Act (EIA) and the SoE principles and activities concerning voluntary access.
What obligations do customers have?
In line with the ESC's Electricity Transmission Company Land Access Statement of Expectations, customers must:
- Cooperate with AusNet Services and liaise with them in good faith
- Respond to AusNet Services requests or notices with minimum delay
- Respect the rights and activities of AusNet Services and provide reasonable access
- Promptly notify AusNet Services of any damages to property caused by AusNet Services
- Negotiate with AusNet Services to work out appropriate conduct and compensation arrangements relating to the acquisition of land/creation of easements
- Make sure that anyone on their land does not interfere with AusNet Services’ authorised activities and does not jeopardise the physical or personal safety of any authorised representative of AusNet Services.
What are the 22 principles of the Statement of Expectations?
| General Principles | Approach to communication and engagement | Process of communication and engagement | Managing impacts of access | Managing complaints and disputes effectively and fairly |
|---|---|---|---|---|
General Principles 1. Comply with this statement of expectations |
Approach to communication and engagement 2. Ensure staged, timely engagement and consultation |
Process of communication and engagement 6. Identify and contact those affected |
Managing impacts of access 15. Minimise impact on land and landowners |
Managing complaints and disputes effectively and fairly 21. Implement effective complaint handling |
General Principles |
Approach to communication and engagement 3. Be accessible and responsive |
Process of communication and engagement 7. Provide identification on contact |
Managing impacts of access 16. Meet expected work standards |
Managing complaints and disputes effectively and fairly 22. Offer dispute resolution |
General Principles |
Approach to communication and engagement 4. Use accessible, readable communications |
Process of communication and engagement 8. Outline access rights and obligations |
Managing impacts of access 17. Meet requirements for field-based employees and contractors accessing land |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement 5. Employ respectful two-way communication |
Process of communication and engagement 9. Make clear when and why access is required |
Managing impacts of access 18. Implement environmental and biosecurity controls |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement |
Process of communication and engagement 10. Explain the processes involved |
Managing impacts of access 19. Manage fire risks |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement |
Process of communication and engagement 11. Commit to details on how access will occur |
Managing impacts of access 20. Manage COVID and other health risks |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement |
Process of communication and engagement 12. Give reasonable notice of proposed access |
Managing impacts of access |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement |
Process of communication and engagement 13. Keep records |
Managing impacts of access |
Managing complaints and disputes effectively and fairly |
General Principles |
Approach to communication and engagement |
Process of communication and engagement 14. Maintain confidentiality and respect privacy |
Managing impacts of access |
Managing complaints and disputes effectively and fairly |
What happens if a customer refuses to engage with AusNet Services or allow them to access land?
AusNet Services has powers under section 93 of the Electricity Industry Act to access land. Customers should not refuse to engage with AusNet Services. If they do, AusNet Services may exercise its statutory powers under section 93.
Helpful information for the customer during the investigation
- If there are specific times during the day or certain days that you would prefer for us to contact you, please let us know.
- Keep a record of conversations you had with AusNet Services, including who you spoke to and dates/times.
- Keep any relevant documentation that will help us with our investigation.
- If your complaint is about damage to your property, please take and keep photographs (dated if possible), quotes and receipts for repairs.
- Be open to suggestions and consider alternative options which may help resolve your complaint.
If you need another person to deal with this complaint on your behalf, you can nominate someone to act on your behalf. Visit our website for more information.