Energex Summer Preparedness Plan

Transcription

1 Energex Summer Preparedness Plan 2015/16 Energex Limited 28 August Report Title

2 Version Control Version Date Description /07/2015 Initial /08/2015 Final Contact details Energex Limited Russell Gordon Phone: +61 (7) GPO Box 1461 Brisbane QLD Reddacliff Street Newstead QLD 4006 Telephone Energex Limited ABN Energex Limited 2015 Energex and Energex Positive Energy are registered trademarks of Energex Limited ABN This work is copyright. Material contained in this document may be reproduced for personal, in-house or non-commercial use, without formal permission or charge, provided there is due acknowledgement of Energex Limited as the source. Requests and enquiries concerning reproduction and rights for a purpose other than personal, in-house or non-commercial use, should be addressed to the Group Manager Corporate Communications, Energex, GPO Box 1461 Brisbane QLD i i

3 Contents 1 Executive Summary Introduction Pre-Summer Network Preparations Network Reliability and Security Network Contingency Planning Contingency Plans for Summer (System Normal Conditions) Contingency Plans for Summer (N-1 Conditions) Strategic Spares Mobile Generators for Emergency Response Demand Management Network Support (System Normal Conditions) Network Resilience Vegetation Management Maintenance Initiatives Feeder Improvement Program (Worst Performing Feeders) Bushfire Risk Mitigation Flood Risk Mitigation Emergency Response Emergency Response Procedures Corporate Emergency Management Measured Response Program Forecasting of Extreme Weather Events Simulation of Significant Events, Storms, Hot Weather and Critical Asset Failure Other Preparations Emergency Preparedness Arrangements Summer Preparedness Steering Committee Summer Preparedness Working Group Performance of DMS, FFA and OMS Resource Planning Support Services and Facilities Cooperation from Interstate / Other Businesses Contact Centre Capability Public Communications Resilient Communities Program Appendix 1 - OPEX and Network Capacity & Security Program ii ii

4 10 Appendix 2 - SPP Monitoring and Review iii iii

5 1 Executive Summary Energex has completed detailed preparation and planning for its 2015/16 summer season responses in South East Queensland. The Summer Preparedness Plan (SPP) provides details of preparations that Energex is carrying out for summer 2015/16 to provide South East Queensland with a reliable network so as to minimise interruptions during extreme weather conditions, and where outages do occur, to ensure we keep the community fully informed and respond as quickly as possible to restore supply. Energex plans to carry out network related capital and operating works prior to summer to achieve a secure and reliable network. The summer storm season for 2014/15 saw an average number of storm events. During the spring/summer period, Energex experienced nine severe weather related events where more than 5,000 customers were affected, or where five or more high voltage feeder lockouts occurred during each event. The most significant event occurred on 27th November 2014 where over 114,500 customers lost supply. The maximum peak demand of 4614 MW on 5 th March 2015 was higher than the previous year. This network system peak occurred at 4:50pm reflecting the impact of solar PV earlier in the day. The temperature corrected 50 PoE demand (50% Probability of Exceedance correlating average temperature with electricity demand) of 4506 MW was 134 MW higher than last year indicating that the recent downward trend may be levelling off. Energex continues to apply a high level of rigour to planning and managing the network in the event of higher than anticipated peak demand in 2015/16. Planning for summer 2015/16 is well advanced with key OPEX and CAPEX programs underway. The network CAPEX program (excluding non-system capital) for 2015/16 is in line with the Distribution Annual Planning Report (DAPR) recommendations and security standards. Of significance, the focus has moved from network capacity activity to maintaining a secure and reliable network. Of particular significance over recent years is the integration of a detailed and comprehensive Flood Risk Management Plan and Bushfire Risk Management Plan into the SPP. The severe floods in South East Queensland in January 2011 with subsequent Queensland Floods Commission of Enquiry, and Victorian bushfires in 2009 with subsequent Victorian Bushfire Royal Commission and Powerline Bushfire Safety Taskforce in Victoria provided key lessons and improvement opportunities for these respective plans. As a part of its ongoing commitment to community safety during summer, Energex will maintain a range of public safety communications promoting various severe weather related messages including the importance of avoiding fallen powerlines during storms. 1 1

6 Energex has developed this Plan as part of its long-term continuous improvement approach. This Plan provides details of the capital and operating programs as well as operational responses, system preparations and planned communication activities. Preparation for summer 2015/16 has four major areas of focus: Network Reliability and Security; Network Resilience; Emergency Response; and Communication. Finally, but most importantly, Energex is committed to providing all staff with a safe workplace and the knowledge and skills to work safely, particularly during emergency conditions. All staff work to a culture of safety first. TERRY EFFENEY Chief Executive Officer PETER WEAVER Executive General Manager Service Delivery Table Header 2 2

7 2 Introduction Energex produces a Summer Preparedness Plan (SPP) each year. The SPP details how Energex will address each of the four major areas of focus: Network Reliability and Security - preparing the supply network to ensure the capacity and security of the network will meet summer energy and peak demand; Network Resilience - maintaining the network to minimise the impact of extreme weather events on customers electricity supply; Emergency Response - identifying and responding to emergencies that impact on customers electricity supply; and Communication - continuing to provide timely and accurate communication with Energex s customers and the media, in relation to network emergencies. The SPP addresses these issues in several ways. It describes specific activities, including capital expenditure programs and operational or maintenance expenditure programs that are to be undertaken before the start of summer. A broad timetable for the implementation of these activities is also presented. Furthermore, the SPP details Energex s capacity to manage and respond to extreme weather events and emergencies through appropriate emergency response programs, customer information systems, public communications strategies and staffing and resourcing levels. The Energex electricity network, which distributes electricity to 3.3 million South East Queenslanders, is impacted each summer by a range of variable weather conditions ranging from severe electrical and wind storms, floods and bushfires to periods of high temperature and humidity. In preparation for this, Energex carries out an extensive pre-summer program to prepare its network to minimise outages of customers electricity supply resulting from extreme weather conditions. Customer communications processes are also reviewed to improve trouble call response times and keep customers informed when such extreme events occur. Identified programs and strategies have been developed and will be implemented to provide necessary operational changes before the 2015/16 summer storm season. 3 Pre-Summer Network Preparations During the first part of 2015, network performance has been evaluated and planning undertaken to identify parts of the network that warrant augmentation and refurbishment to keep pace with forecast demand or improve system reliability, security and resilience. This analysis has resulted in operating and capital programs being established to minimise the impact of summer weather conditions on customers electricity supply. The separately published Distribution Annual Planning Report (DAPR) provides a five year view of network management strategies. Energex is committed to the achievement of best practice asset management strategies to ensure the safe and reliable operation of its network. A key component of this strategy is to manage its assets in a manner that minimises the associated risk to its assets and customer supply reliability 3 3

8 during times of severe storms, major flood or bushfires. Separate detailed plans for Flood Risk Mitigation and Bushfire Risk Mitigation have been developed in recent years and are also reviewed annually. Once approved, these plans will be available via the Energex internet and intranet site. 3.1 Network Reliability and Security To prepare for forecast peak demand during summer 2015/16, Energex has initiated a capital investment program which forms part of the 2015/16 system capital investment in line with the DAPR. Significantly, the focus for 2015/16 has moved from network capacity activity towards maintaining a secure and reliable network, including network refurbishment for ageing plant. The specific major projects and programs listed in Table 2 in Appendix 1 are planned to be completed by the end of December Network Contingency Planning Energex reviews its contingency plans for managing network failures and events such as exceptional hot weather on an annual basis and planning for summer 2015/16 has commenced. The contingency plans encompass a number of aspects: Network contingency and load transfer plans to cater for single contingencies (e.g. loss of a single major item of plant); Strategies for spares and replacement of major plant such as power transformers; Emergency response procedures covering management of major network incidents, including escalation as documented in the Corporate Emergency Management Plan; Simulation exercises to test procedures under different scenarios; Availability of mobile generators for deployment to provide an emergency supply in situations where practicable; Availability of two Energex-owned 33/11 kv mobile substations for deployment to provide an emergency supply where practicable; and Application of available demand management options Contingency Plans for Summer (System Normal Conditions) Each year, the whole network is reviewed to ensure that all substations and feeders can supply a 10 PoE (10% Probability of Exceedance) load for the following summer under system normal conditions i.e. Normal Cyclical Capacity (NCC) ratings. The latest forecast and analysis advises there is no NCC shortfall. Energex has also developed a process to monitor loads during the summer period so that as hot weather develops, emerging hot spots where demand growth may have exceeded the previous annual forecasts are identified. In these cases, corrective action to avoid an overload is taken well before a capacity constraint occurs. 4 4

9 3.2.2 Contingency Plans for Summer (N-1 Conditions) Network contingency plans detail what load transfers and load management options are available to restore supply following a single contingency event affecting bulk supply substations, zone substations and HV feeder networks. In cases where load transfer capability is not sufficient to enable supply to be restored following a single contingency, more comprehensive plans may be developed depending on the tolerability of the risk level identified. These include strategies such as: The design and possible construction of small temporary capital works (e.g. a few spans of overhead mains to allow for temporary rearrangement of the network after a contingency); or The positioning of spare power transformers at substations considered to be at high risk (high likelihood or significant consequence) of an extended outage due to a major transformer failure. Finally, any sites identified with capacity limitation risks that cannot be completely mitigated via contingency plans, are considered during the network development planning process for prioritised augmentation works Strategic Spares As part of strategic planning between Energex and Ergon Energy, a definition for Strategic Spares has been jointly agreed between the two companies. It is defined as an item of plant held in stock that may be required to be used to replace, permanently or temporarily, a critical network or system element that has incurred damage due to a system fault or failure. The Strategic Spare would only be used where supply to customers cannot be maintained without its use, or if network security would be unacceptably compromised. The identification and allocation of spare power transformers for contingency events is now addressed within the Joint Strategic Spares Strategy and necessary strategic spare transformers have been identified and held in stock. Energex has 12 spare power transformers of various ratings and voltages to cover any single power transformer failure. Three of these strategic spares are held by Ergon and Powerlink. Ergon holds one 66 kv primary transformer if required for the replacement of the only transformer of this class on the Energex network at SSKRA (Kirra). Contingency requirements for circuit breakers are addressed through use of current contract circuit breakers, Automatic Circuit Reclosers (ACR s), access to Ergon strategic spares and Energex spare parts. Similarly, 12.5 km of underground cables are held for strategic spares in varying lengths for 110 kv through to 11 kv, for underground cables identified as being a part of critical networks Mobile Generators for Emergency Response Energex has a fleet of mobile standby generators that are used to provide emergency response to sub-transmission and distribution network faults that cannot be rectified by switching. This assists in restoration of supply in a manner that minimises customer 5 5

10 inconvenience. This fleet of mobile generators also provides the flexibility for 11 kv feeder support during extreme temperature events where existing network assets need to be supplemented. These generators are also pre-emptively deployed to locations likely to be islanded during significant flooding as identified in the Flood Risk Management Plan. Energex s mobile generator fleet is approximately 23 MV.A in total capacity. The current fleet includes 42 low voltage generators ranging in size from 30 kv.a to 500 kv.a and five high voltage mobile 1.25 MV.A units. These HV generators are capable of being directly connected to either the underground or overhead 11 kv networks. In addition to its own equipment, Energex hires low voltage generators if necessary, to ensure there are enough generators for 11 kv feeder support during extreme summer events. This is determined by September each year Demand Management Network Support (System Normal Conditions) In addition to the measures detailed in Section regarding the use of mobile generators and enhanced emergency response procedures to improve reliability of supply during extreme temperature events, Energex negotiates network support agreements with customers who are located in network load at risk areas for summer preparedness each year. This initiative commenced during the summer preparedness planning in 2006/07 and is ongoing. Early planning and identification of load at risk areas for 2015/16 summer preparedness has been completed. As there has been no identified NCC load at risk the amount of network support required is expected to be much less than that for the previous summers. These programs require commercial agreements with customers who have suitable load profiles that could be influenced on exceptional hot weather days. Initiatives include agreements with customers who have: Shiftable load; Private standby generation that can provide network support; or Agreements allowing Energex to locate generators onsite for network support. Energex has a network support agreement with an embedded generator of 23 MV.A capacity at Bromelton to provide network support during contingencies where transformers or sub-transmission feeders are out of service in the Scenic Rim area. This demand management strategy has been in place for several years and will be required until the Beaudesert area is reinforced. The new transmission line from Kingston to Jimboomba which is currently in construction will reduce the required network support capacity from Bromelton. 3.3 Network Resilience With a large overhead electricity network, there is a high exposure to the elements and severe weather events have a significant impact. In order to minimise these effects, Energex has identified and implemented critical maintenance activities, including a vegetation management 6 6

11 program and an intense focus on pre-summer inspection and maintenance as shown in Table 1 in Appendix Vegetation Management Energex is continuing to invest heavily in its vegetation management program trimming trees near powerlines and is planning to spend an estimated $60 million in 2015/16. Approximately $30 million is anticipated to be spent by the end of December 2015, in preparation for the summer storm season. Energex is forecasting to have trimmed approximately 9,773 km of the distribution network and 757 km of the transmission and sub-transmission network. Vegetation Management is a major preventative strategy in reducing interruptions during storms. This level of funding allows the continuation of the vegetation management cycle established in 2004/05 for the entire Energex network, including the entire low voltage network. Successful cyclic timeframes have significantly reduced the requirements for expensive live line trimming techniques for vegetation that is too close to the powerlines. The Vegetation Program is designed to maximise reliability performance, and improve customer and community safety in Energex s area of supply. Energex works cooperatively with local councils to replace problem trees with powerline friendly trees. In some instances where removal or trimming is considered undesirable by the local community, alternative solutions are being deployed, such as realignment, insulation of the overhead network or undergrounding. Energex continues to renew Memorandum of Understanding s (MOU s) with councils as they expire, and the new vegetation MOU s include a severe weather response which allows both organisations to communicate better during severe weather. Through this process, Energex and councils work closely with customers and other stakeholders through a community consultation process to successfully implement these joint programs. 3.5 Maintenance Initiatives In an effort to make further improvements to the performance of Energex s overhead network, particularly during storm seasons, Energex is continuing its reliability initiatives as detailed below: Continuation of the systems based or single pass maintenance approach (SBM). This approach results in a broader range of network assets being inspected under a single pass, and is aimed at producing reliability outcomes, not just condition assessment. This involves carrying out all the relevant inspections of the condition of overhead plant and equipment, including adjacent vegetation, on a five year cycle. Included as part of this inspection is the: testing of overhead and underground high voltage earthing systems to ensure that earth resistances are low enough to provide efficient lightning protection of overhead lines and effective earthing of metallic pole and ground mounted plant. the testing of high voltage line fault indicators, inspection of water way crossings, 7 7

12 visual inspection of underground pillars and testing and inspection of a range of other network assets. The annual pre-storm helicopter patrol program of all 33 kv and 11 kv rural overhead feeders have continued this year. These patrols are used as a proactive measure to identify potential maintenance requirements and potentially undetected threats to the network in more remote areas. Helicopter patrols are also used to locate faults after storm events. Aerial patrols using high resolution photography may be utilised in urban areas throughout the year on an ad hoc basis but are limited in scope by imposed flight restrictions and safety aspects. Some vehicle patrols may be required in special circumstances. 3.6 Feeder Improvement Program (Worst Performing Feeders) Energex has established a program to improve the experience of customers connected by the worst performing 11 kv feeders. This element of the forward program is designed to respond to reliability inequity experienced by customers in poor performing feeder areas. Specifically, Energex is required to improve 11 kv feeders where their performance meets the following criteria: The 11 kv feeder is in the worst 10% of the network s 11 kv feeders based on its three year average SAIDI/SAIFI performance; and The 11 kv feeder s three year SAIDI/SAIFI outcome is 150% or more of the MSS SAIDI/SAIFI limit applicable to that category of 11 kv feeder Energex will progress improved feeder performance by cost effectively adopting one or more of the following options for each of the identified worst performing feeders. remote controlled protection devices and switches, covered conductor, fuses and fault indicators on the feeder, new ties to adjacent 11 kv feeders, and additional maintenance activities. 3.7 Bushfire Risk Mitigation Energex has implemented a long term plan in conjunction with the Queensland Fire and Emergency Service (QFES) aimed at reducing bushfire threats in South East Queensland. In the interests of public safety, Energex is undertaking a number of ongoing initiatives to address bushfire risk in South East Queensland through the Bushfire Risk Management Plan 2015/16 approved on 30 th June This follows the Victorian bushfires in 2009 with subsequent Victorian Bushfire Royal Commission and Powerline Bushfire Safety Taskforce in Victoria. Energex has active participation with the QFES on the Regional Inter-Departmental Committees for the North Coast Region (incorporating Sunshine Coast and Gympie) and South East Brisbane Region (incorporating Brisbane, Redlands and Gold Coast). 8 8

13 3.8 Flood Risk Mitigation Energex has implemented a Flood Risk Management Plan in light of the network impacts caused during the devastating January 2011 floods. The following measures will be undertaken to manage flood events and improve the flood resilience of network assets: 1) Fine tune the existing Flood Risk Management Plan by 30 November 2015 which covers major flood events in South East Queensland and having the greatest impact on the Energex network and continuity of electricity supply to customers. 2) Upgrade the existing Flood Risk Management Plan by 30 November 2015 to include moderate flood events in South East Queensland. 3) Continuing to upgrade the flood resilience of selected bulk and zone substations affected by the January 2011 flood event. 4 Emergency Response In order to effectively respond to emergency incidents Energex s emergency and disaster response processes have been reviewed and fine-tuned. Efforts have also been made in improving the coordination of responses with other relevant authorities. An MoU with the Queensland Fire and Emergency Service has been agreed for implementation prior to the summer period. It will facilitate effective and efficient communications and planning with regards to bush and grassfire mitigation in South East Queensland. Energex is also reviewing and re-establishing MoUs with a number of Local Councils prior to summer 2015/16 to ensure coordination of vegetation clearing, removal and disposal during severe storm events. 4.1 Emergency Response Procedures To ensure organisational readiness for a range of network emergencies, Energex reviews and exercises its emergency response procedures on an annual basis. In addition to storm emergencies, the procedures cover response to major network failures, generation and transmission deficiencies and events such as extreme hot weather. When hot weather is forecast, Energex has procedures in place that trigger the instigation of response planning in advance. The procedures are designed to ensure that operational staff are mobilised quickly in the field and that an appropriate structure is in place to manage any emergency, including communication with customers, executive management and other stakeholders Corporate Emergency Management The Emergency Management Structure adopted by Energex recognises various different levels of response to incidents depending on the seriousness of the incident s real or potential impact, and the level of resources and expertise required to manage the event. The Emergency Management Framework sets out the various Energex response levels and describes them in the context of the overall industry by showing higher levels when 9 9

14 external intervention is involved. Energex has established a Corporate Emergency Review Committee to continually review and improve its emergency response process. Energex recognises that lower level incidents that are best dealt with by local management and crews, can escalate to a higher level due to compounding events, wider ramifications, or as an aggregation of distinctly separate incidents. More serious incidents require more support and a broader base of resources and expertise. In addition, as the number of organisations involved grows, so does the complexity of managing the response and the potential for conflict Measured Response Program Energex has a well-established emergency event response process. Based on a framework of objective escalation triggers, the process of scaling up a response to deal with a major contingency has been critically reviewed in conjunction with the Corporate Emergency Management Plan (CEMP). In summary, the Measured Response Framework incorporates five levels of activity, based on workload and potential customer impact. These are initiated if Bureau of Meteorology predictions of severe weather or high temperatures, combined with an internal risk assessment indicate that a Weather Alert is appropriate. The stages of alert are as follows: Blue Alert: Triggered on forecast severe weather. Typically involves the cancellation or completion of all planned low-priority work, checking all field vehicles are fuelled and stocked and emergency systems are activated and tested. Orange Alert: Activated when a number of predetermined criteria indicate that abnormal network impact is likely such as significant lightning activity, severe storm warnings, and strong wind and forecast temperatures above 35 degrees. Rostered standby resources are called in to attend designated roles within Contact Centre, Control Centre and Field Service locations. Red Alert: Activated when a number of predetermined criteria are met. All available resources are called in, including chance availability staff not on formal standby rosters. All support staff, including technical services, computer systems support and storm-room central resource coordination are active. Contact Centre and Control Centre are staffed at maximum capacity. Purple Alert: Full activation of the CEMP, when circumstances require executive involvement in prioritisation, customer management, stakeholder management and situation coordination. Resources may be imported from outside Energex. Green Alert: Cancels all specific emergency response activity Forecasting of Extreme Weather Events Energex has established an ongoing arrangement with specialist weather forecasters to provide a range of weather forecasting services to assist in preparation for severe weather events. The data is provided on an Energex specific internet website and includes: 10 10

15 Current wind speed, wind direction, temperature and humidity conditions. Historical observations of this weather data. Comments on observed data and weather patterns specific to the Energex area. A five day high resolution forecast of temperature and wind speed. General forecasts and weather warnings. Links to satellite and radar information and displays. Longer term climate outlook forecast. Access to this type of information, particularly days in advance of a pending severe weather event, enables Energex to make measured decisions on the potential impact of the threat, and prepare the necessary organisational response, including escalation to stakeholders and other external parties if required. The forecast of a hot weather day triggers the formation of the Hot Weather Technical Committee that makes forward operational decisions on matters such as resource availability and the cancellation of any planned switching sheets to ensure the network is normal. The committee also determines whether to accelerate the return to service of any critical plant temporarily out of service and initiates paging notification to staff advising of plan preparations. Responsibilities also include keeping the Emergency Management Executive Team informed of proceedings to ensure that Energex delivers the right level of response for the incident Simulation of Significant Events, Storms, Hot Weather and Critical Asset Failure Energex will conduct simulation exercises before summer 2015/16 to test processes and systems, and provide targeted training for new and existing staff. In combination with earlier desktop simulation exercises, the effective response to recent actual severe weather events, and the recent execution of Business Continuity Plans for various system failures, there is an assurance the end-to-end storm response process and associated systems will be thoroughly tested. Other tests will be carried out as follows: A significant stress test of information technology, Contact Centre and emergency telephone systems at above peak levels; Expanded training for all staff in standby roles throughout September and October; and Regular minor trials of systems at regular intervals throughout the summer period Other Preparations Training schedules for all emergency related activities are prepared for Energex personnel to ensure safe working conditions at all times

16 The existing infrastructure (systems, telephony, desks, PCs etc.) for the backup Control and Contact Centres in Victoria Park will remain in place in situations where staff are required to evacuate the Energex Newstead building. Contingency plans are prepared and tested to ensure appropriate back up of systems and procedures exist and are relevant for all emergency situations. Energex s Information Technology (IT) Systems provider contributes to and participates in the Energex summer preparedness plan to ensure all IT systems necessary for the operation of the network have been tested and are ready for the storm season. 4.2 Emergency Preparedness Arrangements Energex has in place a governance arrangement to ensure organisational preparedness for the any heightened response required as a result of severe weather Summer Preparedness Steering Committee The Summer Preparedness Steering Committee is established to monitor this SPP and to take corrective action as required. The committee comprises senior leaders and specialists drawn from across Energex to ensure adequate systems and processes are in place and provide strategic leadership and advice for severe weather response. Refer Appendix 2 for a summary of the identified activity. The committee is chaired by Group Manager Network Operations Summer Preparedness Working Group The Summer Preparedness Working Group is chaired by the Technology Implementation Manager and consists of members drawn from across Energex and SPARQ. The chair of the Summer Preparedness Working Group is a member of the Summer Preparedness Steering Committee. The working group has a specific charter of ensuring functional readiness of staff and resources for responding to severe weather events. This group is accountable for: Delivery of training Deployment of new / revised processes Conducting the annual simulated exercises Testing the business critical Business Continuity Plans (BCPs) 12 12

17 4.3 Performance of DMS, FFA and OMS Critical ICT systems used in the effective response to severe weather events are the Distribution Management System (DMS) including the Outage Management System (OMS). The DMS is used to monitor the status of the electrical network and provide remote control of equipment on the network. FFA is the application used for the dispatch of work to crews in the field. The OMS provides the interface for managing customer outage data, and significantly alters the communication, messaging and reporting systems. The performance of these systems is routinely closely monitored. DMS and OMS have been in service since May 2014 with minimal down-time. A version update for DMS is planned for August 2015 with significant testing completed prior to implementing into realtime systems. The FFA application has been in production for many years and has an interface with DMS and OMS. The annual simulated exercises will be conducted on the upgraded OMS and utilise the three ICT systems. 5 Resource Planning 5.1 Support Services and Facilities Measures are in place to ensure adequate support services and facilities, including: Ensuring adequate Contact Centre resources capable of maintaining customer service levels during prolonged events such as ex-tropical Cyclone Oswald; Enhancing the Mates and "Chance Availability" program (this uses other trained office staff to assist in times of an emergency) for greater reliable access to staff that are not on formal standby rosters; Single point of contact lists in Hub Storm Rooms covering key contract resource requirements; Traffic Control resource available across the storm season with standby arrangement over Christmas/New Year period; Ongoing contract support is continuing to contribute to the delivery of the work program, including preventative maintenance. Contract resources are now available for emergency response, with this requirement now being included as a standard clause in applicable service provider contracts. Helicopter resources are available for feeder patrols

18 5.2 Cooperation from Interstate / Other Businesses Agreements are already in place with service providers and the relevant unions, including: Local: Current Energex Contractors with Energex rating. Contractors with no Energex rating (including traffic controllers who have also been trained to be on call for Wires Down Stand Guard duties). Remote: MOUs are in place with Ergon Energy, Essential Energy, Ausgrid, Endeavour Energy and Powerlink to share resources in an emergency. Induction processes are undertaken for these organisations when they are called on for assistance. As part of the annual preparation, a review of the MoU s with Ergon Energy, Essential Energy, Ausgrid, Endeavour Energy and Powerlink will be conducted. 6 Contact Centre Capability The focus of the Customer Contact Group 2015/16 storm season preparations is to ensure the maintenance of our current level of service to our customers whilst offering consistent multichannel access to outage information and having sufficient trained resources. Customer service levels will be achieved by: A minimum of 40,000 customers per hour receiving caller specific outage messages on the IVR (interactive voice response); A maximum of 20,000 generic outage messages per hour when a high call volume is experienced; Up to 2,400 direct responses per hour from Customer Service Representatives; Ability for customers to report outages via self-service option; Ensuring emergency calls are prioritised over loss of supply calls through IVR; and Capability of standby staff to respond to loss of supply and emergency calls from home. A review of all storm resources and processes will be conducted prior to the commencement of the 2015/16 storm season to ensure we have the capability to meet customer expectations. This includes confirmation of the mutual Disaster Assistance Plan with the Ergon Energy Contact Centre, existing in-source staffing agreements through external recruitment companies and any system adjustments, process improvements and BCP changes identified throughout the 2014/15 season as well as all changes brought upon by the Energex/Ergon Contact Centre Telephony (CCT) project implemented in April

19 7 Public Communications Energex places a high priority on providing timely and accurate communications to the community, the media and its primary stakeholders during times of significant network events, especially during storm season and extreme heat days. Energex has a proactive, multi-faceted communications strategy, the primary objectives of which include: Reducing the customers reliance on the telephone to obtain information regarding power outages, by establishing professional relationships with radio and TV stations and on-line media agencies throughout South East Queensland to provide frequent and comprehensive updates during severe weather events. Providing more timely and relevant information through Energex s social and digital media channels. Energex has established Facebook and Twitter sites in addition to its corporate website Energex encourages customers to use these information sites in conjunction with the telephone contact services. Digital media platforms will continue to play a strong role in providing information on power interruptions and estimated restoration times to stakeholders, the media and customers. Strong media liaison processes and relationships with electronic and online media to ensure information is disseminated effectively and efficiently during severe weather events, including access to key staff familiar with the up-to-date power outage situation. Enhancing the public's understanding of power outages during extreme weather (storms and very hot days) via a comprehensive community information program in conjunction with emergency service providers and local governments to deliver the following messages: Severe weather event resilience; Safety - stay away from fallen powerlines; and Peak demand management messages. Following detailed analysis of peak demand trends over previous years has provided Energex with a strong understanding of the changing impacts of peak electricity demand. During 2015/16, Energex will continue to highlight the peak demand impact of electricity use (including setting air-conditioners to the recommended 24 0 Celsius temperature) and to encourage customers to work with Energex on peak demand initiatives especially around extreme hot weather periods

20 8 Resilient Communities Program In response to the extended power interruptions associated with ex-tropical Cyclone Oswald and the 2011 floods, Energex in conjunction with local councils and the disaster response agencies, has developed a Resilient Communities Program. Communities targeted in the trial were selected following consultation with councils and local disaster management groups based on recent experiences where areas have been isolated by floodwaters or other access restrictions for an extended period of two or more days. A range of initiatives were included in the program for summer season 2014/2015. Included in the program was the supply and optimum placement of mobile electricity generators so that local residents in potential isolated communities can maintain a continuity of basic services, including the ability to recharge telecommunication and IT equipment to enable community members to communicate with the outside world. Work is continuing with this initiative for summer season 2015/2016. Pre-emptive planning will occur in a bid to improve resilience to severe weather events, including targeted vegetation management, network patrols, maintenance and community preparations

21 9 Appendix 1 - OPEX and Network Capacity & Security Program Table 1 - Operating Expenditure Programs to December 2015 Activity Description Per Target Schedule 11kV - Pre-Storm Feeder Patrols 33kV - Pre-Storm Feeder Patrols 132kV/110kV - Vegetation Feeder Based Transmission 11kV - Vegetation Sector Based Distribution Periodic patrol of the 11 kv overhead network utilising car and helicopter. Defects to be identified in accordance with maintenance instructions. Patrols are completed to allow sufficient time to allow rectification of identified P1 defects prior to storm season. Periodic patrol of the 33 kv overhead network utilising car and helicopter. Defects to be identified in accordance with maintenance instructions. Patrols are completed to allow sufficient time to allow rectification of identified P1 defects prior to storm season. Tree clearing and trimming of trees on the 132kV and 110kV transmission networks. Tree clearing and trimming of trees on the 33kV, 11kV and LV distribution networks. ea. 54 ea. 11 km 757 km 9,773 Apr Jul 2015 Apr Jul 2015 Jul Dec 2015 Jul Dec 2015 Table 2 - Network Capacity & Security Program, Pre-Summer 2015/16 Project Number Project Name Forecast Commissioning C OXL - Address 11kV OH fault limitations Aug-15 C SPC - 11kV Fault Level Limitations SSSPC Aug-15 C VAR - 11kV Fault Level - Queensport. Sep-15 C VAR - OH TFL at KCY, WFD, CBW, CBT Oct-15 C AGT - 11kV Rel Imp to AGT31A Oct-15 C LRE - Upgrade 110/33kV BS with 2 x 60MVA Nov-15 1 C SFC - 33/11kV Zone Substation Nov-15 1 C T29 - GBS Low Span F726 Nov-15 2 WR T78 - GBS BS Low Span F7289 Nov-15 2 WR T78 - T136 Low Span F7259 Nov-15 2 C H22 to JBB - 110kV SCCT OH Oct-16 3 Note 1: Capacity to be available for use by summer - minor electrical works maybe ongoing. Note 2: Stages critical to summer preparedness are required - remaining scope maybe ongoing. Note 3: Contingency plans have been developed for this project to mitigate risk for this summer

22 10 Appendix 2 - SPP Monitoring and Review The key initiatives outlined within this plan, together with a timetable for their delivery are summarised in Appendix 1. Table 3 - Monitoring and Review Checklist Checklist Activity Network Capacity and Security (SPP Section 3.1) Target 1. Section CAPEX Plan To program 2. Section Implement projects as per Appendix 1 Network Contingency Planning (SPP Section 3.2) 3. Section Identify areas with NCC load at risk and develop risk mitigation strategies 4. Section Monitor network utilisation to identify emerging hot spots where demand growth may have exceeded the forecast and implement contingency plans as required. 5. Section Preparation and deployment of N-1 contingency plans for all Bulk Supply and Zone Substations and 132/110/33 kv feeders. 6. Section Plan availability of spare power transformers for expedient replacement of failed units 7. Section Preparation of Energex owned mobile generators for rapid deployment 8. Section Hire generation required to backfill the Energex mobile generation fleet 9. Section Network Demand Management generation total capacity Complete Ongoing 30 Aug 2015 Complete Complete 26 Sep 2015 Ongoing 10. Section Energex supplied generation capacity support (MV.A) Ongoing Network Resilience (SPP Section 3.3) 11. Section OPEX Plan To program Vegetation Management (SPP Section 3.4) 12. Section Vegetation Management expenditure Jul-Dec 2015 $30 M 13. Section Length of distribution network trimmed (km) 9,773 km 14. Section Length of transmission network trimmed (km) 757 km Bushfire Risk Mitigation (SPP Section 3.7) 15. Section Review / Update Bushfire Risk Management Plan Complete Flood Risk mitigation (SPP Section 3.8) 16. Section Fine tune existing Flood Management plan for major flooding 17. Section Upgrade existing Flood Management plan to cater for moderate flooding 18. Section Upgrade flood resilience of substations impacted by 2011 floods Emergency Response (SPP Section 4) 30 Nov Nov 2015 Ongoing 19. Section Review emergency response procedures 30 Sep

23 20. Section Continue arrangements for severe weather warning forecasts 30 Sep Section Complete simulation exercises 30 Sep Section Conduct Corporate Emergency Management exercise 30 Sep Section Review documentation for each storm role 30 Sep Section Prepare training schedules for emergency staff 30 Sep Section Continue Summer Preparedness Steering Committee Ongoing 26. Section Continue Summer Preparedness Working Group Ongoing 27. Section Performance DMS, FFA and OMS systems 30 Sept 2015 Resource Planning (SPP Section 5) 28. Section Review MoUs 30 Oct 2015 Contact Centre Capability (SPP Section 6) 29. Section 6 - Stress test contact centre IVR capacity and associated systems and other IT systems 40,000 calls per hour 30. Section 6 - Conduct refresher training for contact centre staff 30 Sep 2015 Public Communication (SPP Section 7) 31. Section 7 - Conduct summer media campaign Ongoing 19 19