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From crisis comes great opportunity

Anti-Poverty Week starts today (11-17 October), and it's an important reminder that we need to support those in the Australian community who are struggling the most.

We're starting to see an increase in energy and water complaints as the COVID-19 crisis impacts set in. We’re also hearing from many customers who are anxious about paying their energy bills and what their future holds.

But from crisis comes great opportunity. We have seen energy and water businesses, regulators and governments working together on affordability initiatives. Now we need to see retailers continue to offer affordable payment plans so that customers can avoid accrued debt.

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What we're doing

In support of Anti-Poverty Week, we've held forums in regional and metro areas for the past 15 years. With face-to-face events not currently possible, this year we're running virtual events for public housing tenants and water and energy saving information sessions

These events complement our complaints resolution service. Every day we take calls from customers who need help resolving issues with their energy and water providers. Over 62% of these complaints relate to billing issues. We help these customers to review their bills, find the best energy deals, and access payment support, rebates and concessions

The customer issues we identify through this work also inform our policy submissions to government and regulators. You can read more about our achievements in our 2019/2020 Annual Report.