Visual: [Text appears on screen] We would like to acknowledge those who have a lived experience of vulnerability. In particular, those who have chosen to share their experiences of navigating the energy sector to support our work.
Visual: [Text appears on screen] We acknowledge the determination and courage it takes for people to revisit memories in the hope of shaping a better future for themselves and others.
Visual: [Text appears on screen] We are deeply appreciative of this, and for any of you who may be in attendance today.
Visual: [Text appears on screen] “I felt judged and poor but what can you do, people don’t know what others are going through.” – Female, Single income No kids / Dual Income No Kids, Metro NSW
Visual: [Text appears on screen] “I felt ashamed for not being able to handle my bills as I should” – Female, Single parent, Metro NSW
Visual: [Text appears on screen] “Trapped in a never-ending cycle going backwards in life” – Male, Single income, No kids / Dual income No kids, Metro NSW
Visual: [Text appears on screen] “Hopeless, inadequate, miserable, depressed and incredibly anxious. It’s just so confusing and difficult to navigate and I don’t know where to turn to for help.” – Female, Dual parent, Metro NSW.
Visual: [Text appears on screen] A highly complex market. Rising cost of living is increasing vulnerability for consumers.
Visual: [Text appears on screen] Female, Single parent, Metropolitan NSW. A woman sits at a desk sifting through documents.
Audio: I had no idea about payment plans or extensions until after I experienced my first disconnection and the impact; well it was huge.
Visual: A person is holding a credit card while typing on a computer
Audio: We had to have cold showers, unable to cook, had to eat a lot of sandwiches and takeaway food. Kids were hungry and upset.
Visual: A child sits solemnly looking at the camera.
Audio: I kept them home from school as they were so upset. I made excuses when my friends came over. It was horrible. I hated it.
Visual: A person sifts through papers sitting at a desk.
Visual: [Text appears on screen] Female, Dual parent, Regional NSW
Audio (AER voiceover): Due to the last two years, with the pandemic, fires and floods, what would be good for us all is a fresh campaign for those that normally would not need this assistance but have found themselves in new territory.
Visual: [Text appears on screen] Female, Single, Regional VIC
Visual: An elderly lady, appearing stressed, sits at a desk and opens a notebook. She puts the notebook down and opens an envelope and pulls out a bill.
Audio: I felt very vulnerable, ashamed and consistently worried about the future. My mental health was very fragile, and this played out physically with headaches, and weight loss.
Visual: [Text appears on screen] Male, Single, Metropolitan ACT
Audio: I live on my own and I’m on a disability pension. I struggle week in and week out with bills.
Visual: A person on a wheelchair wheels.
Audio: I have to live from paycheck to paycheck. I used to have a high paying job until multiple health issues appeared.
Visual: An elderly person looks at a bill that has “OVERDUE” stamped on the page.
Audio: It never used to be a problem when I was working but now it’s as hard as ever. I often look around for the best price on things.
Visual: [Text appears on screen] WE MUST DO BETTER
Audio (AER voiceover): In a Post-Covid world with the ever-rising cost of living there is a greater risk of hardship and vulnerability within our community. It can happen to anyone at any time. It is time for the energy sector to come together inclusive of all consumers where it does not create barriers, but reduces complexity and enhances accessibility.
Visual: [Text appears on screen]
- Improve identification of vulnerability
- Adequate protections
- Minimise the overall cost to serve
Audio (AER voiceover): Where it listens to, understands and reflects the experiences of consumers and strengthens protections for them, and in turn minimises the overall cost to serve.
Visual: A person standing on a hill against a sunset reaches out to help another person climb to the top of the hill. The scene switches to a two-lane road in a forest on a sunny day.
Audio (AER voiceover): Together we can shift the dial towards energy equity.
Visual: A man and a woman stand facing each other on a balcony and they link their hands
Audio (AER voiceover): “How can we be of service to you today?” “I need help”.
Visual: The Australian Energy Regulator logo appears on screen.