AER Review of payment difficulty protections in the NECF - Consultation summary - Workshop 2 (Consumer organisations) - 19 June 2024

On 19 June 2024, we held online workshops with energy businesses and consumer organisations as part of consultation for our Review of payment difficulty protections in the National Energy Customer Framework.  The purpose of these workshops was to gain practical insights into engagement practices that reduce the risk of debt and disconnection for energy consumers, from the perspective of people with direct experience engaging with consumers experiencing payment difficulty. The first workshop was attended by 18 representatives and frontline staff from energy businesses, and the second workshop was attended by 21 representatives and frontline staff from consumer advocacy and community support organisations. Summaries of these workshops are available below.

On 23 July 2024, we participated in a listening session facilitated by Voices for Power in Sydney. The purpose of this session was to consult on energy payment difficulty issues affecting people from culturally and linguistically diverse communities, with 36 consumers and representatives in attendance. A summary of this listening session is available below.