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Community outreach update
EWON’s new Community Development Officer
In November 2007 Narelle Brown was appointed Community Development Officer at EWON. Narelle has over 15 years experience as a financial counsellor and consumer advocate, with a particular focus on financial literacy and with post graduate studies in dispute resolution. Prior to EWON, she established a customer hardship program for a major energy retailer. Since joining EWON, Narelle has made presentations about our services to communities from Airds to Tamworth and has increased EWON’s awareness through her links with the community sector. Most recently she has worked with the Office of Fair Trading and the NSW Refugee Health Service.
Narelle is keen to work with community agencies and invites you to contact her regarding presentations or workshops. Phone Narelle direct on (02) 8218 5241 or email narelleb@ewon.com.au
Community agencies and energy retailers roundtable discussion
On 20 February 2008, EWON invited a representative group of community advocates and secondtier energy retailers to a roundtable discussion. The aim of the session was to open communication channels and discuss issues related to customers experiencing financial difficulties.
Advocates voiced similar concerns about:
- access to customer assistance (‘hardship’) programs
- EAPA (Energy Accounts Payment Assistance) vouchers not able to be paid to some retailers via the post office
- the conduct of some door-to-door energy marketers in providing misleading information and targeting vulnerable customers.
Energy retailers commented that:
- there are insufficient financial counselling services to meet demand, with some customers reporting a six week wait for an appointment
- some customers found it hard to disclose they couldn’t pay their bills because of financial problems, which made it difficult for their staff to suggest their hardship program as an option to appropriate customers.
Both groups documented possible strategies to manage these issues including:
- retailers accepting EAPA vouchers paid at the post office
- ensuring pension and other rebates are carried over when an account is transferred
- training call centre staff to help customers self-identify short, medium or long term financial difficulties
- reviewing the current customer signup process to reduce the possibility of people accepting or feeling pressured to accept contracts they do not want or understand.
Click here for a detailed summary of the discussion is available for download.
Indigenous Project Officer update
 It’s been ten months since Rose Gordon joined EWON as the Indigenous Project Officer. In this time Rose has been busy travelling around NSW to promote EWON’s services to Aboriginal and Torres Strait Islander communities. Her visits have included:
- La Perouse Aboriginal Community Health Centre
- Macleay Aboriginal Housing Association in Kempsey
- Hoxton Park Community Health Centre
- Tom Foster Community Centre
- Tharawal Aboriginal Corporation
- Good Service forums in Redfern, Broken Hill and Wilcannia
- Aboriginal agencies in Dubbo, Newcastle and Tamworth
Rose says, ‘While some of the community workers I’ve met know about Ombudsman services, people within the communities aren’t really aware of the help that’s out there.’
Rose will continue to focus on visiting community groups and workers, and welcomes invitations to attend meetings and events. Phone Rose direct on (02) 8218 5221 or email roseg@ewon.com.au
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