CEO Survey 2020: Catherine Tanna, EnergyAustralia

The pandemic forced us to ask ourselves how we could deliver three simple priorities, says EnergyAustralia’s Catherine Tanna.

EnergyAustralia MD Catherine Tanna. Picture: AAP Image

What are the three enduring lessons or changes to flow from COVID-19?

The pandemic forced us to ask ourselves how we could deliver three simple priorities: keeping our people safe, the lights on and our customers connected. We chose to pursue our major maintenance programs under very challenging circumstances, which required significant planning and investments to keep our power plants safe and hygienic. We stepped up and supported an unprecedented number of customers with their energy bills and established a dedicated hardship program for businesses alongside EnergyAssist that’s in place for households. How people behave matters – authentic concern and support had a real impact on those isolated. Lastly, as Joni Mitchell famously sang, “you don’t know what you’ve got ‘til it’s gone”. Don’t take the simple life pleasures for granted again.

How would you rate the shape of the Australian economy as we head into the new year?

Earlier this year I was given the opportunity to serve the Australian people as a member of the National COVID-19 Coordination Commission; it was one of the great honours of my life. It was a great responsibility, knowing that the lives of millions of Australians would change in some way based on the advice of the Commission. Now with some time behind me to reflect, I believe the work we accomplished will, in conjunction with the government’s broad response to the coronavirus pandemic, provide the basis for lifting the country up and onwards to a strong, confident and bright economic future. Obviously, job creation will need to remain a central focus for Australia’s recovery, which is why it’s critical that businesses receive the right investment signals that encourage new energy projects to flourish.

What three reforms are needed to sustainably grow the economy?

Energy will always be one of the great enablers of a strong economy. At EnergyAustralia we provide secure, reliable and affordable power to customers; this is more important now than it ever has been. We also strongly support the transition to a cleaner energy future. Delivering a well-planned nationally co-ordinated transition will mean the lowest costs for customers. Most Australians are rightly tuned out to, or turned off by, climate wars and energy debates. It’s up to us now to come up with the best possible path forward in the interests of all customers. We continue to invest in our people, the reliability and efficiency of our existing assets, and seek to build the future assets needed so that the lights remain on for homes and businesses Australia-wide. In 2020 our investment has been well above $200 million to support local businesses and create jobs, and we are the single biggest carbon offsetting energy retailer in Australia – more energy customers choose to Go Neutral with EnergyAustralia so they can offset their household electricity and gas emissions, at no extra cost.

What are the three best growth opportunities for your company in 2021?

Building the future energy system is the single biggest opportunity ahead. It’s important to balance the continued delivery of reliable and affordable energy while bringing online new and cleaner supplies. Managing what leaves the system is as important as managing what joins. We believe that gas-fired power stations have important work to do, both in the provision of technical system security services and the supply of reliable electricity, while the energy system undergoes change. Expanding our Tallawarra fast-start gas-fired power generator is the most advanced gas project in New South Wales and the only one that we believe can be ready in 2023 to help fill the gap left when the Liddell power station closes. Meanwhile, there are significant opportunities to encourage innovation at a household level, in energy-efficient technologies and approaches, such as continuing to grow the demand response community in Australia, so in all, customers can contribute to emissions reductions, save money and are provided greater control.

What impact will digital transformation have on your company?

This year we shifted almost our entire office-based workforce, including customer care agents on the front line, to working from home. While technology and systems made this feat possible, it’s still our people, their ingenuity and commitment to supporting customers, that fuelled this change. At EnergyAustralia, the way we engage with customers, the tools and resources we provide them and the digital platforms and products we develop, is all aimed at delivering a better customer experience. Consumers are expecting a lot of their retailer and it’s our job to keep pace.

How would you rate business, State and Federal Government performance this year?

I have never thought it my place to tell politicians how to do their job and it’s nice to have that reciprocated. A lot has happened in energy policy this year. We start with important common objectives – reliable, affordable energy with a smooth and as quick as possible transition to a cleaner energy future for all Australians – one where no-one is left behind. How we get there matters. Maximum productivity will come from a national policy framework that encourages private sector investment. The work the Energy Security Board is doing right now is crucial as it will knit together the disparate State initiatives with the aim of getting the best possible outcome for the system and our customers, at least cost. The optimist I aspire to be remains confident we can get there.