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

The draft toolkit has been informed by research and early consultation conducted between December 2022 and December 2023, including:

• a review of 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.

Consultation on the draft toolkit opened on 1 March 2024 via the ACCC Consultation Hub or by email to ConsumerPolicyaer [dot] gov [dot] au (ConsumerPolicy[at]aer[dot]gov[dot]au) and closed on 5 April 2024. 

We sought feedback and input on:

• the better practice principles we have identified based on research and early consultation
• the consumer stories and case studies used to illustrate the principles
• what additional resources or information would be useful in helping consumer-facing energy businesses and their staff implement the better practice principles.

We received 5 submissions.