Providing feedback about our regulatory work and communication with stakeholders
Stakeholder survey
Overview
The commission conducts an annual stakeholder survey to evaluate our performance and help drive improvements to the way we operate as a regulatory entity.
The survey program in 2024 conducted independently by SEC Newgate included an online survey sent to key stakeholders in October.
Improving how we regulate
The stakeholder survey provides information about:
- how we interact with the sectors and the communities we serve
- how well we keep stakeholders informed and administer our functions
- our processes and the quality of our decisions.
Maintaining effective engagement
Effective engagement with our stakeholders is critical in our role as Victoria’s regulator of essential services. Our stakeholder engagement framework outlines our charter for engagement and consultation to inform our decisions and regulatory practice. View our work programs for more information about our yearly goals.
View our latest stakeholder survey results
We invited over 765 stakeholders to participate in an online census-approach survey in October 2024 to seek feedback and measure stakeholder perceptions across a range of key areas and metrics.
Key Findings
162 out of approximately 765 stakeholders completed the online survey.
The reputation score of 69% (the proportion who gave a score of 7 or more out of 10) was a solid result (up from 63% in 2023). Further, 62% of stakeholders were satisfied with how the commission performs its functions as a regulator (up from 59% in 2023 and 52% in 2022) and 73% trust the commission to do the right thing by Victorian consumers (up from 68% in 2023).
There was considerable variation in satisfaction across different stakeholder groups, ranging from 100% (amongst consumer/community representatives) to 50% (amongst the transport sector).
Key strengths of the commission identified by stakeholders:
- fundamentally fulfilling role as an effective, trustworthy regulator
- collaborative, proactive stakeholder engagement
- communicates clearly and responsively
- consumers are at the heart of decision-making
- highly respected and communicative staff
- high-quality, well-considered publications and advice.
We also want to recognise areas where our stakeholders feel we can continue to make improvements by:
- considering flow-on impacts of decisions and requirements on businesses
- improved customer service
- building public profile and clarity around the commission’s remit
- increasing transparency regarding decision-making
- listening to other perspectives via more in depth consultation
- providing clear direction on advice or guidance on decisions.
Got a question?
Contact us for more information.