Vulnerable Customers

Supporting Vulnerable Customers

We provide extra support to our vulnerable customers in Victoria and New South Wales.

Vulnerable Customer Strategy

To support customers experiencing vulnerability, we have embedded a number of key initiatives and programs across our business. These include:

• The Uniting Energy Assist program to support customers who may be struggling with bills in Victoria and New South Wales.

• The Voices for Power Culturally and Linguistically Diverse (CALD) community leadership outreach program in New South Wales.

• Working with our stakeholders and customers to facilitate ‘Bring You Bill Days’ to promote energy literacy and identify those who need help.

• Promoting awareness of vulnerability and its impacts via our Customer Councils and Energy Charter.

• Equipping our customer-facing teams with the skills to identify, empathise and appropriately support customers experiencing vulnerability.

• Translating our network communications to support CALD customers and communities.