Developments in customer assistance programs
While there is still work to be done to bridge the gap between retailers and consumers in financial hardship, the introduction of customer assistance programs has helped. Energy retailers are now getting together to discuss how they can collectively tackle the problems facing customers with affordability issues.
Working together
Over the past twelve months there have been significant developments in the way retailers help customers who are having difficulty paying their energy and water bills. Most retailers now have programs to help customers in financial hardship. These programs aim to work with customers to put in place realistic and affordable payment arrangements, and to identify payment options that suit the individual circumstances of customers.
EWON hosted a forum in November 2004 which brought together 15 representatives from AGL, Country Energy, EnergyAustralia, Hunter Water, Integral Energy, Origin Energy and Sydney Water, to discuss their assistance programs and how best they can help customers who experience financial hardship.
Maggie Ingham from the Salvation Army Moneycare program also attended the forum, and gave an insight into the human element of financial hardship, and why some customers find themselves unable to break the cycle of debt. Consumers were represented through taped interviews, with a customer and an advocate giving first hand accounts of the impact of assistance programs. Companies reported that customers who had been placed on the assistance programs had responded positively.
Everyone at the forum agreed that customer assistance programs are not about ‘charity’. Rather, it makes good business sense to have programs which accommodate the reality that not all customers are in the same financial situation.
And, while everyone agreed that there was still more work to be done to bridge the gap between companies and consumers, the programs are a very good start.
Challenges for the future
An action plan was developed on the day to follow-up on issues such as:
 balancing debt recovery with customer service
privacy and disclosure for community agencies
direct lines of contact for community workers with utility providers
development of generic information for community workers on energy assistance programs available to customers
development of better relationships with the Department of Housing and Centrelink.
Since the forum, EnergyAustralia has hosted the first follow-up session on assistance programs for customers.
For community workers
Who to contact about energy assistance programs
AGL Nicole Mrdjen, Manager Staying Connected phone 1300 659 925
ActewAGL (for NSW customers only), Craig Richardson, Credit Manager, Staying Connected phone 6248 3368
Country Energy Paul Clark, Manager, Customer & Stakeholder Relations phone 6338 3421
EnergyAustralia Narelle Brown, EnergyAssist Coordinator phone 1300 723 492
Integral Energy Merlene Adkins, Manager, Customer Care phone 9853 6728
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