rethinking utilities hardship assistance: working from the broader context
TRANSCRIPT
Rethinking hardship assistance
Working from the broader context
Dean Lombard
2004VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
Privatisation Full retailcontestability
VCOSS — a strong voice for the community sector, a collective voice for change
Privatisation Full retailcontestability
Hardship programs
Wrongful disconnectionfee
Retail price deregulation
Hardship Inquiry
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
• Proactive and empathic communication
• Encourage openness and honesty by listening and cooperating
• Believe, don't judge• Consider payment history when
proposing payment plans• Acknowledge achievements
VCOSS — a strong voice for the community sector, a collective voice for change
• Guidance and training• Good referral processes• Good engagement takes time• Plans need to be reviewed
periodically• Staff must be empowered• KPIs must be relevant• Learn from welfare agencies,
consumer advocates, other utilities, and your customers themselves
VCOSS — a strong voice for the community sector, a collective voice for change
• All staff• All customers• All external stakeholders
VCOSS — a strong voice for the community sector, a collective voice for change
• Training as appropriate right across the business (including contractors)
• Refreshers, reviews• Developed with external input• Covering broader social and cultural
issues
VCOSS — a strong voice for the community sector, a collective voice for change
• Fundamental, but not universal• Help, not judgement• Information and referral• (Business case?)• (Distinction between conservation
and efficiency)
VCOSS — a strong voice for the community sector, a collective voice for change
VCOSS — a strong voice for the community sector, a collective voice for change
Thank youFor more information…
Dean [email protected]