Type
Sector
Electricity
Gas
Segment
Consumer matters
Retail
Region
Australian Capital Territory
New South Wales
Queensland
South Australia
Tasmania
Status
Open
Date initiated
AER reference
AER22005956

Consultation is open on a draft toolkit entitled Customer engagement toolkit: Better practices for identifying and supporting consumers experiencing vulnerability. Consultation opened on 1 March 2024 and has been extended to Friday, 5 April 2024. Feedback can be provided online here.

The AER is developing a toolkit to help consumer-facing energy businesses identify and engage with consumers experiencing vulnerability. The toolkit has been informed by:

  • existing research and guidance
  • consumer journey mapping workshops with retailers and financial counsellors
  • conversations with energy retailers and distributors within the national energy market
  • workshops with consumer advocates and representatives.

It summarises insights from these sources into 6 better practice principles:

  • Build an organisational culture focused on strong customer relationships and better consumer outcomes
  • Design for all consumers
  • Deliver customer service that engages effectively with vulnerability
  • Collaborate with other organisations
  • Use data to improve outcomes
  • Commit to continuously improving consumer experiences and outcomes

The toolkit has been designed to help staff at consumer-facing energy businesses better identify and engage with consumers experiencing vulnerability. It includes illustrative consumer stories, better practice insights and case studies, and summaries of how to put each principle into practice.

Background

In October 2022, we launched Towards energy equity – a strategy for an inclusive energy market. Our strategy seeks to tackle the enduring issues that prevent people from getting what they need from Australia’s energy system. The toolkit is action 2 from the strategy.

Key Documents

Customer engagement toolkit - Draft for consultation - March 2024

Document
On 1 March 2024, we published a draft toolkit entitled Customer engagement toolkit: Better practices for identifying and supporting consumers experiencing vulnerability.
Authors
AER