{ "entity_id": "S-ACT-029", "folder": "Independent-Competition-and-Regulatory-Commission", "name": "Independent Competition and Regulatory Commission", "type": "Independent Statutory Authority", "jurisdiction": "ACT", "portfolio": "", "website": "https://www.icrc.act.gov.au/", "data_status": "rich", "completeness": { "has_strategy_brief": true, "has_strategy_structured": true, "has_vision": false, "has_kpi_targets": true, "has_kpi_results": true, "has_strategy_overview": true, "has_legislation_text": true, "has_legislation_structured": false, "has_global_initiatives_text": false, "has_global_initiatives_structured": false, "n_global_initiatives": 0, "has_ideas": true, "has_artifacts": true, "n_ideas": 12, "n_legislation": 0, "n_artifacts": 16, "n_kpi_targets": 4, "n_kpi_results": 4, "n_outcomes": 3, "verified_own_data": true }, "strategy_profile": { "status": "published", "confidence": "high", "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]", "official_site_url": "https://www.icrc.act.gov.au/", "source_documents": [ { "type": "annual_report", "title": "Monitoring Report on the 2024-25 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "period": "2024-25", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2023-24 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2816801/ICRC-Utility-Licence-Annual-Report-2023-24.pdf", "period": "2023-24", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2022-23 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2429738/ULAR-2022-23-final.pdf", "period": "2022-23", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2021-22 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2204388/2021-22-Utility-Licence-Annual-Report-ULAR.pdf", "period": "2021-22", "confidence": "high" }, { "type": "annual_report", "title": "Monitoring Report on the 2020-2021 Utility Licence Annual Report", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf", "period": "2020-21", "confidence": "high" }, { "type": "strategie", "title": "Compliance and Enforcement Strategy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0005/2622380/Compliance-and-enforcement-Strategy.pdf", "period": null, "confidence": "medium" }, { "type": "strategie", "title": "Feedback submission from ActewAGL", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/2622382/ActewAGL-Letter-to-ICRC-regarding-Compliance-and-Enforcement-Strategy-06112024_Redacted.pdf", "period": "2024", "confidence": "medium" }, { "type": "strategie", "title": "Feedback submission from Evoenergy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0009/2622384/ICRC-Compliance-and-Enforcement-Strategy-Feedback-Submission_Redacted.pdf", "period": null, "confidence": "medium" }, { "type": "strategie", "title": "Draft Compliance and Enforcement Strategy", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/2594771/Draft-ICRC-Compliance-and-Enforcement-Strategy.pdf", "period": null, "confidence": "medium" } ], "purpose": { "text": "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]", "source_url": "", "source_page": 3, "source_deep_url": "" }, "vision": null, "strategic_priorities": [ { "title": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declare", "description": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Providing advice on competitive neutrality complaints and government-regulated activities.", "description": "Providing advice on competitive neutrality complaints and government-regulated activities.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Arbitrating infrastructure access disputes under the ICRC Act.", "description": "Arbitrating infrastructure access disputes under the ICRC Act.", "source_url": "", "source_page": null, "source_deep_url": "" }, { "title": "Managing the utility licence framework in the ACT, including the licensing determination process, monitoring licensees’ ", "description": "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.", "source_url": "", "source_page": null, "source_deep_url": "" } ], "values": [ { "name": "Independence", "description": "", "source_url": "", "source_page": null }, { "name": "Transparency", "description": "", "source_url": "", "source_page": null }, { "name": "Accountability", "description": "", "source_url": "", "source_page": null }, { "name": "Customer protection", "description": "", "source_url": "", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Water supply and sewerage services", "description": "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.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring water supply and sewerage services reliability" ], "source_url": "", "source_page": 4, "source_deep_url": "" }, { "name": "Outcome 2: Electricity services", "description": "Providing reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring electricity services reliability" ], "source_url": "", "source_page": 11, "source_deep_url": "" }, { "name": "Outcome 3: Gas services", "description": "Providing reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring gas services reliability" ], "source_url": "", "source_page": 16, "source_deep_url": "" } ], "performance_measures": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE03", "measure": "Outage management", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "target": "Stability or improvement", "latest_result": "Partially achieved", "status": "Partially achieved", "target_source_url": "", "target_source_page": null, "result_source_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "result_source_page": null } ], "document_alignment_terms": { "must_support": [ "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 ", "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’ compliance with their legislative and licence obligations and determination of utility industry codes." ], "watch_terms": [ "Guaranteed Service Levels compliance", "Billing accuracy", "Outage management", "Customer satisfaction" ], "avoid_claiming_without_evidence": [] }, "review_note": "" }, "global_initiatives": null, "strategy": { "reporting_period": "2024-25", "corporate_plan_period": "2025-26", "vision": null, "vision_source_page": null, "purposes": "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]", "purposes_source_page": 3, "how_we_deliver": "Through the Utility Licence Annual Report (ULAR), we assess trends across multiple years to identify systemic issues that may affect customers or prevent a utility from meeting its licence obligations. Where issues are identified, we engage with utilities to promote improvements. [AR p.3]", "how_we_deliver_source_page": 3, "government_priorities": [ { "text": "Regulating and advising government about pricing and other matters for monopoly, near-monopoly and ministerially declared regulated industries.", "source_page": null }, { "text": "Providing advice on competitive neutrality complaints and government-regulated activities.", "source_page": null }, { "text": "Arbitrating infrastructure access disputes under the ICRC Act.", "source_page": null }, { "text": "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.", "source_page": null } ], "outcomes": [ { "name": "Outcome 1: Water supply and sewerage services", "description": "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": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring water supply and sewerage services reliability" ], "source_page": 4 }, { "name": "Outcome 2: Electricity services", "description": "Providing reliable electricity distribution and connection services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "key_activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring electricity services reliability" ], "source_page": 11 }, { "name": "Outcome 3: Gas services", "description": "Providing reliable gas transmission and distribution services, meeting Guaranteed Service Levels (GSLs), managing interruptions and complaints, and ensuring compliance with licence obligations.", "key_activities": [ "Monitoring compliance with GSLs", "Managing interruptions and complaints", "Ensuring gas services reliability" ], "source_page": 16 } ], "values": [ "Independence", "Transparency", "Accountability", "Customer protection" ], "values_framework_name": "None", "kpi_targets_2025_26": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "target": "Stability or improvement", "source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "target": "Stability or improvement", "source_page": null }, { "code": "CCE03", "measure": "Outage management", "target": "Stability or improvement", "source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "target": "Stability or improvement", "source_page": null } ], "kpi_results_2024_25": [ { "code": "CCE01", "measure": "Guaranteed Service Levels compliance", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE02", "measure": "Billing accuracy", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE03", "measure": "Outage management", "result": "Partially achieved", "status": "Partially achieved", "source_page": null }, { "code": "CCE04", "measure": "Customer satisfaction", "result": "Partially achieved", "status": "Partially achieved", "source_page": null } ], "_source_urls": { "annual_report_url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "corporate_plan_url": "" } }, "ideas": [ { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Citizen Services", "scale": "small", "title": "Plain-language service pages and proactive status updates", "idea": "Rewrite high-volume pages and letters into plain language, add status notifications, and measure contact reduction.", "quote": "Electricity—distribution and supply\n• During 2010–11, ActewAGL’s distribution network delivered electricity to\n168,937 metered supply points, of which 152,911 were to residential customers\nand 16,026 were non-residential customers.\n• During the year, 2,930 GWh of electricity was delivered, with 1,716 GWh\ndelivered to non-residential customers and 1,214 GWh to residential customers.\n• The ACT electricity retail market comprises mainly residential customers, with\n151,290 customers at the end of June 2011, accounting for 91% of total\ncustomer numbers, but only for 41% of total electricity consumed.\n• Average annual electricity consumption by residential customers decreased by\n5.1% to almost 8 MWh per customer.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Citizen Services", "scale": "large", "title": "Single front door for life-event based services", "idea": "Bundle services around life events so citizens can complete related steps across agencies in one journey.", "quote": "Electricity—distribution and supply\n• During 2010–11, ActewAGL’s distribution network delivered electricity to\n168,937 metered supply points, of which 152,911 were to residential customers\nand 16,026 were non-residential customers.\n• During the year, 2,930 GWh of electricity was delivered, with 1,716 GWh\ndelivered to non-residential customers and 1,214 GWh to residential customers.\n• The ACT electricity retail market comprises mainly residential customers, with\n151,290 customers at the end of June 2011, accounting for 91% of total\ncustomer numbers, but only for 41% of total electricity consumed.\n• Average annual electricity consumption by residential customers decreased by\n5.1% to almost 8 MWh per customer.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / service users", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Regulation & Policy", "scale": "small", "title": "Regulatory burden scan for forms, guidance, and reporting", "idea": "Identify the top 10 highest-friction reporting obligations and simplify guidance, forms, or evidence requirements.", "quote": "[Page 13]\nForeword iii\nExecutive Summary v\nUtility services—main features v\nUtility compliance vii\nFinancial outcomes vii\nTechnical regulation–network reliability, serviceability\nand maintenance vii\nCustomer service viii\nCustomer safety net arrangements viii\nEnvironmental Performance ix\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 2\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n2.3 Electricity Supply 11\n2.4 Gas transmission 14\n2.5 Gas distribution 14\n2.6 Gas retail 16\n2.7 Water and sewerage services 17\n3 Utility compliance 20\n3.1 Statutory compliance framework 20\n3.2 Approach taken to compliance assessment 20\n3.3 Material breaches 21\n3.4 Assessment of licensee compliance by other ACT regulators 21\n3.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Regulation & Policy", "scale": "large", "title": "Adaptive regulation program with live feedback loops", "idea": "Create an adaptive regulation model using sandboxes, industry data, risk scoring, and regular rule updates.", "quote": "[Page 13]\nForeword iii\nExecutive Summary v\nUtility services—main features v\nUtility compliance vii\nFinancial outcomes vii\nTechnical regulation–network reliability, serviceability\nand maintenance vii\nCustomer service viii\nCustomer safety net arrangements viii\nEnvironmental Performance ix\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 2\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n2.3 Electricity Supply 11\n2.4 Gas transmission 14\n2.5 Gas distribution 14\n2.6 Gas retail 16\n2.7 Water and sewerage services 17\n3 Utility compliance 20\n3.1 Statutory compliance framework 20\n3.2 Approach taken to compliance assessment 20\n3.3 Material breaches 21\n3.4 Assessment of licensee compliance by other ACT regulators 21\n3.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Regulated entities / policy teams", "source": "other-pdfs/Report-7-of-2013-August-2013.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0006/1242267/Report-7-of-2013-August-2013.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Data & Performance", "scale": "small", "title": "KPI evidence register with named owners", "idea": "Create a simple register mapping each KPI to source data, owner, frequency, target, and last result.", "quote": "Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Data & Performance", "scale": "large", "title": "Outcome dashboard linking budget, delivery, and public impact", "idea": "Build a public-facing outcome dashboard showing spend, outputs, outcomes, and delivery confidence.", "quote": "Figure 1.2 Purpose of annual compliance monitoring\nPromote transparency, data integrity and accountability\nof licensed utilities\nReduce risks to customers and the community from a\nutility’s non-compliance with its licence obligations\nInform customers and the ACT community about the\nperformance of licensed utilities in the ACT\nEncourage and motivate utilities to improve\nperformance against obligations in their licence the\nUtilities Act and relevant industry codes\nICRC: Utility Licence Annual Report (ULAR) and National Energy Retail Law (NERL) Retailer Compliance Report 2020 -21 11", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / Parliament / public", "source": "annual-reports/2020-21.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0008/1998206/ULAR-Monitoring-Report.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Risk & Assurance", "scale": "small", "title": "Recommendation tracker for audits, reviews, and inquiries", "idea": "Publish a single internal tracker for audit/review recommendations, owners, due dates, and implementation evidence.", "quote": "Technical regulation—network reliability, serviceability and\nmaintenance\nElectricity\n An audit of ActewAGL’s Distribution’s management of its nailed poles, conducted during\n2009–10, covered a total of 1,600 poles with eight recommendations being made.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Risk & Assurance", "scale": "large", "title": "Integrated assurance and lessons-learned system", "idea": "Create an assurance system that connects audit findings, risk registers, delivery reviews, and investment decisions.", "quote": "Technical regulation—network reliability, serviceability and\nmaintenance\nElectricity\n An audit of ActewAGL’s Distribution’s management of its nailed poles, conducted during\n2009–10, covered a total of 1,600 poles with eight recommendations being made.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Executives / assurance teams", "source": "other-pdfs/Report_10_of_2011_December_2011.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0003/1241832/Report_10_of_2011_December_2011.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Regulatory capture", "Over-automation of judgement" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Case Processing", "scale": "small", "title": "Triage queue for stuck or ageing cases", "idea": "Use existing case data to flag ageing, duplicate, incomplete, or high-risk cases for earlier intervention.", "quote": "[Page 11]\nContents\nForeword iii\nExecutive Summary iv\nContents xi\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 3\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n6.1 Electricity supply 11\n6.2 Gas transmission 14\n6.3 Gas distribution 14\n6.4 Gas retail 16\n6.5 Water and sewerage services 18\n7 Utility compliance 21\n7.1 Statutory compliance framework 21\n7.2 Approach taken to compliance assessment 22\n7.3 Material breaches 22\n7.4 Assessment of licensee compliance by other ACT regulators 23\n7.5 Part 7 of the Utilities Act—network operations 25\n7.6 Ring fencing guidelines and compliance 25\n8 Financial outcomes 27\n8.1 Electricity retailers: revenue levels and customer charges 27\n8.", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Case Processing", "scale": "large", "title": "End-to-end case processing redesign", "idea": "Redesign the case pathway around risk-based triage, reusable evidence, and automated eligibility checks.", "quote": "[Page 11]\nContents\nForeword iii\nExecutive Summary iv\nContents xi\n1 Introduction 1\n1.1 Purpose of this report 1\n1.2 Commercial-in-confidence information 2\n1.3 Accuracy of data 3\n1.4 Utilities licensed in the ACT 3\n1.5 Key features of the ACT 5\n2 Utility services—main features 9\n2.1 Electricity transmission 9\n2.2 Electricity distribution 9\n6.1 Electricity supply 11\n6.2 Gas transmission 14\n6.3 Gas distribution 14\n6.4 Gas retail 16\n6.5 Water and sewerage services 18\n7 Utility compliance 21\n7.1 Statutory compliance framework 21\n7.2 Approach taken to compliance assessment 22\n7.3 Material breaches 22\n7.4 Assessment of licensee compliance by other ACT regulators 23\n7.5 Part 7 of the Utilities Act—network operations 25\n7.6 Ring fencing guidelines and compliance 25\n8 Financial outcomes 27\n8.1 Electricity retailers: revenue levels and customer charges 27\n8.", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Applicants / case officers", "source": "other-pdfs/Report_10_of_2012_November_2012.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0004/1241833/Report_10_of_2012_November_2012.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Citizen Participation", "scale": "small", "title": "Consultation feedback summaries with response tracking", "idea": "Summarise consultation submissions by theme and publish what changed in response.", "quote": "While participation numbers\ndecreased slightly over the year and hardship participation is below national averages, the numbers\nhighlight that some members of our community are doing it tough.\n• Icon Water supported 566 customers.\n• Retailer hardship participation included: ActewAGL (3,844), Origin (756), Red Energy (419).\n—————\n1 This is discussed at 2.2.1\n2 This is discussed at 4.2.2\n3 This increase related to a change in the way complaints were recorded and is discussed at 2.3\n4 This is discussed at 4.1\niv", "impact": "High", "effort": "Low", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)", "implementation": [ "Pick one high-volume process or document family.", "Name an owner and baseline current volume, time, cost, and satisfaction.", "Run a 4-8 week pilot with clear before/after metrics.", "Publish lessons and decide whether to scale." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] }, { "entity_id": "S-ACT-029", "entity_name": "Independent Competition and Regulatory Commission", "folder_name": "Independent-Competition-and-Regulatory-Commission", "category": "Citizen Participation", "scale": "large", "title": "Always-on policy participation platform", "idea": "Create a standing participation platform where citizens and stakeholders can propose, vote, and track ideas.", "quote": "While participation numbers\ndecreased slightly over the year and hardship participation is below national averages, the numbers\nhighlight that some members of our community are doing it tough.\n• Icon Water supported 566 customers.\n• Retailer hardship participation included: ActewAGL (3,844), Origin (756), Red Energy (419).\n—————\n1 This is discussed at 2.2.1\n2 This is discussed at 4.2.2\n3 This increase related to a change in the way complaints were recorded and is discussed at 2.3\n4 This is discussed at 4.1\niv", "impact": "Very High", "effort": "High", "proof": "Evidence-backed", "beneficiaries": "Citizens / stakeholders / policy teams", "source": "annual-reports/2024-25.pdf (https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf)", "implementation": [ "Create a senior responsible owner and cross-functional delivery team.", "Map legislation, data, privacy, procurement, cyber, and workforce constraints.", "Co-design with users and frontline staff before technology selection.", "Stage delivery through pilots, benefits tracking, and public reporting." ], "risks": [ "Privacy and data quality", "Change fatigue", "Unclear accountability", "Digital exclusion", "Low public trust if feedback is not acted on" ] } ], "legislation_administered": [], "artifacts": [ { "category": "annual-reports", "year": "2024-25", "url": "https://www.icrc.act.gov.au/__data/assets/pdf_file/0007/3025357/ULAR-Monitoring-Report-2024-25_EMBARGO.pdf", "file": "annual-reports/2024-25.pdf", "bytes": 1136153, "link_text": "Monitoring Report on the 2024-25 Utility Licence Annual Report" }, { "category": "annual-reports", "year": "2023-24", 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