Supporting safety, wellbeing and social participation

The stories in this report show that energy disconnection is not a neutral compliance tool – rather an intervention with serious and lasting consequences. The affordability framework allows people to be disconnected in circumstances that deepen crisis rather than resolve it. It must be reformed to better reflect the realities faced by households who simply cannot afford their energy costs. Ending harmful disconnection practices, strengthening affordability supports and embedding a more flexible approach will not only reduce disputes – it will help ensure access to energy as an essential service that supports safety, wellbeing and social participation for all households.

For queries about policy issues raised in Spotlight On, contact Rory Campbell. For media queries contact Jacqueline Morrison.

Further reading 

• Small businesses: This report focuses on residential households. We recognise that small businesses also face affordability pressures and potential harms from disconnection of energy supply. We explored the protection gaps for small businesses in our previous Spotlight On: Consumer and small business energy debt solutions.
   
• Embedded networks: People living in embedded networks have many, but not all, similar affordability and disconnection protections compared to other customers. We explored protection gaps for embedded networks in previous Spotlight On reports. The NSW Government has an Embedded Network Action Plan to improve consumer and price protections for embedded network customers.