https://www.icrc.act.gov.au/
$5M
ACT 2025-26 Budget15
Headcount (2024-25)12 tagged
Reform proposals on YourGov that name this department as a delivery partner — drawn from citizen voice, government strategy, research, international examples and gap analysis.
STRATEGY SUMMARY
To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3]
PURPOSE
To monitor and publicly report on the performance of utilities operating in the ACT, promoting transparency and accountability, and protecting the long-term interests of customers by providing clear information on how utilities are meeting their obligations and where improvements are needed. [AR p.3]
Strategic priorities
· 4
Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declare
Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.
Providing advice on competitive neutrality complaints and government-regulated activities.
Arbitrating infrastructure access disputes under the ICRC Act.
Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’
Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ compliance with their legislative and licence obligations and determination of utility industry codes.
Outcomes
· 3
Outcome 1: Water supply and sewerage services
Ensuring reliable water supply and sewerage services to residential and non-residential customers in the ACT, meeting Guaranteed Service Levels (GSLs), and managing interruptions and complaints effectively.
KEY ACTIVITIES
Outcome 2: Electricity services
Providing reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.
KEY ACTIVITIES
Outcome 3: Gas services
Providing reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.
KEY ACTIVITIES
Values
· 4
Independence
Transparency
Accountability
Customer protection
Performance measures
· 4
| Code | Measure | Target 2025-26 | Latest result | Status |
|---|---|---|---|---|
CCE01 | Guaranteed Service Levels compliance | Stability or improvement | Partially achieved Annual Report 2024-25 | Partially achieved |
CCE02 | Billing accuracy | Stability or improvement | Partially achieved Annual Report 2024-25 | Partially achieved |
CCE03 | Outage management | Stability or improvement | Partially achieved Annual Report 2024-25 | Partially achieved |
CCE04 | Customer satisfaction | Stability or improvement | Partially achieved Annual Report 2024-25 | Partially achieved |
Source documents
· 9
2024-25
Monitoring Report on the 2024-25 Utility Licence Annual Report
Open
2023-24
Monitoring Report on the 2023-24 Utility Licence Annual Report
Open
2022-23
Monitoring Report on the 2022-23 Utility Licence Annual Report
Open
2021-22
Monitoring Report on the 2021-22 Utility Licence Annual Report
Open
2020-21
Monitoring Report on the 2020-2021 Utility Licence Annual Report
Open
Compliance and Enforcement Strategy
Open
2024
Feedback submission from ActewAGL
Open
Feedback submission from Evoenergy
Open
Draft Compliance and Enforcement Strategy
Open
Ideas distilled from this entity's strategy & evidence
· 12
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
Report_10_of_2012_November_2012.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
Report_10_of_2012_November_2012.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Report-7-of-2013-August-2013.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Report-7-of-2013-August-2013.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
ULAR-Monitoring-Report.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
ULAR-Monitoring-Report.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Report_10_of_2011_December_2011.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Report_10_of_2011_December_2011.pdf)
Triage queue for stuck or ageing cases
Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.
Report_10_of_2012_November_2012.pdf)
End-to-end case processing redesign
Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.
Report_10_of_2012_November_2012.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)
Plain-language service pages and proactive status updates
Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.
Report_10_of_2012_November_2012.pdf)
Single front door for life-event based services
Bundle services around life events so citizens can complete related steps across agencies in one journey.
Report_10_of_2012_November_2012.pdf)
Regulatory burden scan for forms, guidance, and reporting
Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.
Report-7-of-2013-August-2013.pdf)
Adaptive regulation program with live feedback loops
Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.
Report-7-of-2013-August-2013.pdf)
KPI evidence register with named owners
Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.
ULAR-Monitoring-Report.pdf)
Outcome dashboard linking budget, delivery, and public impact
Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.
ULAR-Monitoring-Report.pdf)
Recommendation tracker for audits, reviews, and inquiries
Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.
Report_10_of_2011_December_2011.pdf)
Integrated assurance and lessons-learned system
Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.
Report_10_of_2011_December_2011.pdf)
Triage queue for stuck or ageing cases
Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.
Report_10_of_2012_November_2012.pdf)
End-to-end case processing redesign
Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.
Report_10_of_2012_November_2012.pdf)
Consultation feedback summaries with response tracking
Summarise consultation submissions by theme and publish what changed in response.
ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)
Always-on policy participation platform
Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.
ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)
Source library
· 16
1.1MB
2024-25.pdf
1.2MB
2023-24.pdf
1.5MB
2022-23.pdf
1.2MB
2021-22.pdf
1.1MB
2020-21.pdf
226KB
ICRC-Disclosure-Guidelines.pdf
591KB
Request-for-Access-under-the-FOI-Act.pdf
1.1MB
Report-7-of-2013-August-2013.pdf
954KB
Report_10_of_2012_November_2012.pdf
1.6MB
Report_10_of_2011_December_2011.pdf
2.9MB
Report-9-of-2019-Final-Report-Investigation-into-motor-vehicle-petrol-prices-in-.pdf
418KB
Petrol-inquiry-draft-report-media-release.pdf