AusNet: Inclusive Engagement Strategy.

Background

AusNet, Victoria's largest diversified energy network business, engaged The LOTE Agency to lead a multi-year strategic project focused on inclusive service delivery. This initiative responded to long-standing equity gaps faced by multicultural communities in accessing energy information, support services and crisis updates.

Recognising that delivering infrastructure is only part of the solution, AusNet committed to building a more inclusive approach across its communications, customer experience and internal systems. This engagement reframed inclusion as core business, ensuring that all Victorians, regardless of language, background or literacy level, can access and navigate energy services confidently.Our Services

Discovery and Strategic Roadmap\ Facilitated an internal co-design process with AusNet teams, including workshops, data reviews and future-state mapping to identify key gaps, opportunities and community priorities.

Human Experience (HX) and Staff Training\ Introduced a human-centred engagement approach, with recommendations to build cultural responsiveness across frontline and customer-facing roles through tailored learning experiences.

Multicultural Data and Insights Framework\ Developed inclusive data capture tools and insight strategies to support a better understanding of CALD community needs, energy behaviours and communication preferences.

Inclusive Communication and Translation Strategy\ Audited existing content and introduced a plain English and multilingual communication strategy to enhance accessibility and community relevance.

Community Engagement Activation\ Outlined a series of culturally responsive initiatives, including translated safety messaging, community leader engagement and in-language pilot programs to support local connection.

Organisational Capability Building\ Co-developed the vision for a Central Human Hub to support inclusion across the organisation, building the structures, resources and internal alignment needed to sustain impact.

Impact

This long-term engagement delivered transformative outcomes for AusNet and its communities. Key results include:

• A scalable, multi-year roadmap that integrates inclusive practice

across engagement, systems and communications

• A clear shift from compliance-based approaches to a

whole-of-business inclusion strategy, supported at every level from customer teams to leadership

• Over 25 targeted initiatives spanning language access, community

outreach, plain language guidelines, and inclusive data and training models

• Improved trust and reach through in-language energy literacy

resources and communications that reflect the realities of multicultural audiences

• Sector-leading engagement metrics and internal benchmarks, supported

by the Inclusive Australia Diagnostic and informed by The LOTE Agency's Theory of Change.

Demonstrated Experience

Inclusive Co-Design and Organisational Change\ Supported AusNet in co-creating strategy and capability uplift initiatives that reflect community experience, lived realities and regulatory contexts.

Multilingual and Accessible Communication\ Delivered communication frameworks grounded in accessibility and clarity, supporting the creation of plain English and in-language content that connects.

Inclusive Research and Data Strategy\ Introduced evidence-led methods for data collection and demographic mapping, helping AusNet to understand and meet the needs of diverse audiences.

Community-Responsive Engagement\ Enabled community-informed programs and campaigns, building stronger connections through trust, listening, and culturally relevant outreach.

Conclusion

This project reflects how inclusive strategy, grounded in human-centred design, can transform essential services from the inside out. AusNet is now equipped with a clear roadmap, a suite of practical tools and a shared understanding of how equity can be embedded across the customer journey.

The work demonstrates that when inclusion is treated as foundational rather than optional, both communities and organisations thrive. The AusNet engagement stands as a model for sector-wide change, built on respect, collaboration and meaningful action.