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Empowering young people to be part of decision-making processes for issues that affect them is critical to helping businesses apply an intergenerational lens to complex problems.
In this month’s #BetterTogether Know Your Customers & Communities Community of Practice (CoP), we explored why bringing the voice of youth to the table in business matters, what’s in it for young people and practical examples on how manage a Youth Panel effectively.
“Engaging with young people helps us to understand how they access services and navigate the world that they’re growing up in now which is so different to what it was 10-20 years ago.”
– Claudia Rosario, Greater Cities Commission
Claudia Rosario, Senior Manager Engagement and Youth Panel member and co-chair Jayden Bregu at the Greater Cities Commission (GCC) joined Chris Warr, Community, Communications and Environment Lead at TasNetworks’ North West Transmission Developments participated in an interactive panel discussion.
Together, they covered everything from discussing why it matters to recruitment and governance. Read more for the top 3 questions answered.
“The real value in bringing young people to the table is around the insights they share about thier lived experience.” – Claudia Rosario, Greater Cities Commission
Claudia Rosario, shared that, put simply, the world is a very different place to what it was 10, 20 or even 40 years ago and therefore the experience a young person has in this world is also very different. The work that is delivered now is going to have a significant impact on the lives of young people and future generations to come. So it’s important that they have the opportunity to contribute to the plans and policies that aim to address the complex problems we face now and into the future.
Bringing a youth voice to the table can change the way businesses think about or approach problems. It’s important to acknowledge that businesses may not have all the answers when it comes to young people. When we engage with young people about issues that matter to them, they are often tapping into insights from their wider network as young people tend to turn to their peers, colleagues and friends to discuss ideas and share knowledge.
When asked why the youth voice was different, Jayden Bregu Youth Panel member and co-chair shared:
Jayden said, “I think it’s really important that businesses not just engage with young people because they’re going to be the users of services over a period of time, but because they have great ideas about those things. When you ask a young person a question, they are more likely to give you an uninhibited view”.
Claudia Rosario shared that engaging with young people early on in their lives also helps to build the confidence and skills to actively contribute and participate in conversations about things that are going to affect them. This could include city planning or long-term strategic issues in the energy and water sectors.
It’s a win-win scenario with shared value created by building a level of literacy around these issues early and helping young people to develop those critical thinking skills that will benefit us all into the future.
Chris Warr shared the key benefit for young people has been on capability building including:
“It was important to involve them early, but particularly also as being a cohort that’s often left out of these types of processes as well” Chris said.
Youth Panels are formal mechanisms that brings young people into the conversation. They can be set up to support projects or as an ongoing role to support the organization.
Greater Cities Commission Youth Panels have an ongoing role to support the organization aspects include:
TasNetworks youth engagement is project specific focused on community benefits sharing including:
To learn more, please get in touch with Claudia Rosario, Senior Engagement Manager and Jayden Bregu, Youth Panel member and co-chair at the Greater Cities Commission and Chris Warr, Community, Communications and Environment Lead at TasNetworks.
We are the Energy Charter: a unique coalition of like-minded energy organisations with a shared purpose and passion for customers and communities. Our purpose is to empower one another across the energy supply chain to deliver better energy outcomes for customers and communities. Our vision is that together, we can create a better energy future for all Australians.
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This is one of the key questions the Queensland Council of Social Service (QCOSS) is helping us to incubate when considering how Energy Charter signatories can best support customers in vulnerable circumstances who face mounting cost-of-living pressures.
Historically, the focus on households experiencing energy hardship and disadvantage has been supports for payment difficulties, emergency relief and advice on how to use energy more efficiently.
Matters of access have traditionally focused on competition and things such as the ability to switch. This makes sense with what was historically a homogenous product, scaled business models and a centralised energy system. This is also reflected in the focus of regulation on matters of hardship and supports.
These supports and relief play an essential role, however they are not the complete toolkit. Product and service design, innovation and the powerhouse of problem-solving capability and investment that these can bring – so far these are relatively absent.
With support and relief measures struggling to bridge the gap in energy affordability across distressed households in 2022, and with widening divides between people able to access the benefits of the energy transformation or not – elevating the role of innovation deserves deep consideration.
Focusing on the intersection between equity and social outcomes, market innovation and policy, QCOSS recently undertook research on this very subject.
Through expert interviews with 31 people across 12 energy organisations, QCOSS sought to shed light on three key questions:
QCOSS’ research found that there is an untapped potential for innovation
While vulnerability and hardship are priorities for energy organisations, this does not yet manifest as a driver or key priority within innovation. Higher commercial and regulatory priorities, coupled with common impediments to innovation, including cost, mean innovation is currently focused elsewhere.
A variety of examples of business improvement and innovation activity to improve disadvantaged customer service provision or inclusion were provided by interviewees, however, activity mainly relates to hardship and billing cycle-related service areas – rather than systematic investment in solving for root causes of exclusion or addressing barriers to access to future energy technologies.
Innovation activity that is strongly related to this challenge tends to occur on a standalone project, or opportunistic basis (including government-created opportunities), versus via management of a strategic pipeline of projects and options as a core priority of the organisation’s innovation teams.
The mix of market environment disruptors – shifting energy economics and competition – is creating an opportunity to leverage emerging product development efforts, and the imperative to find a new market model towards improving access and benefits for people currently excluded.
QCOSS’ findings suggest that government, working closely together with innovating organisations, can enable market-based solutions for households currently excluded.
The range of solution areas is significant and, with the right policy and partnerships, could deliver an urgently needed increase in problem-solving activity and delivery of fairer outcomes and greater benefits to those most in-need across our communities – particularly low-income renters and those with financial barriers to access.
As innovation is not free, the historical distribution of innovation costs has seen a disproportionate cost burden on disadvantaged people, with fewer incentives designed for them.
While incentives designed for early adoption have been effective and are important, QCOSS found there is more that can be done and more that is needed.
It is in all stakeholders’ interests to find sustainable pathways to one future energy market. As the transformation gathers pace, preventing a widening disparity between those participating in new service offerings and those who are underserved must be addressed.
Stay tuned for upcoming announcements from the Energy Charter CEO Council on support for those in vulnerable circumstances, under Principle 5 of the Energy Charter.
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Key take-aways from our recent “review and reflect” on how customers in vulnerable circumstances have been supported through COVID-19 is that we need to think broadly about who needs support and how we tailor that support to meet individual needs.
When we think about vulnerability, small businesses owners are not always the first people that come to mind.
Anthony Cooper, Executive Manager of the Energy Programs at Business NSW reminds us that small businesses are starting to feel pressure of rising cost-of-living expenses and we must keep them front of mind when considering how to best support our communities moving forward.
“As households around Australia manage increasing cost pressures, consumers are focusing more on their outgoings, prioritising essentials and cutting back where they can. This means cancelling or cutting back on many small business offerings, particularly across the hospitality, entertainment, and tourism sectors.
“Our latest Business Conditions Survey (April 2022) reflects this, with business confidence low, and many concerned about juggling wage increases, rising materials, transport and insurance costs.”
At its last meeting, the Energy Charter CEO Council elevated support for customers and communities facing cost-of-living pressures as a priority area for collaborative action, with Energy Charter Signatories now scoping up options for #BetterTogether initiatives to support those in vulnerable circumstances under Principle 5 of the Energy Charter.
When thinking about how to best support communities, Anthony offers some sage advice for designing and delivering services for small businesses.
Just like every person, every business is different. It’s important to take the time to really understand a business, its relationship with energy, motivation and capacity to implement change. When designing small business solutions, it’s critical to build-in flexibility to ensure there’s room for customisation.
Considering the full customer journey is fundamental to good design for any program, product or service, and not just for small business. From a small business standpoint, addressing energy affordability can include much more than, for example, an initial assessment and options analysis. It can also mean navigating the procurement process, including finding trusted suppliers and financing options, as well developing new operational processes. It’s critical to stand in shoes of the customer and consider what the entire process looks like for them.
When it comes to juggling competing priorities, small business owners are the ultimate masters. Often, we think about small businesses as being ‘time poor’, but that’s not entirely accurate. Businesses will prioritise activities that offer value, however, they simply can’t afford to put time and attention towards activities where the return to the business is not clear and understandable. When working with small businesses it’s important to reflect this at every touch point. Take time to think about how you’re articulating value and if the level of engagement you’re asking for is propitiate to the end value of the product or service.
Anthony says, “These tips are not just for energy businesses looking at new and innovative ways to support, they’re good pointers for anyone developing products, services, or support measures for small business.
“I also want to remind small business owners feeling nervous about how they will manage their future energy costs, that there are programs in place that can help.
“It’s always worth reaching out to your energy retailer directly to understand your options. The Business Energy Advice Program (BEAP) is also a great starting point. BEAP is a free energy advisory service that delivers face-to-face, phone and digital advice to small businesses across Australia.
“BEAP can help small businesses understand their energy savings opportunities, choose the best energy plan for their business, and receive tailored advice on energy efficiency opportunities best suited to their industry. You can register for a free Business Energy Advice consultation by calling 1300 415 224 or visiting businessenergyadvice.com.au”
Stay tuned for upcoming announcements from the Energy Charter CEO Council on support for those in vulnerable circumstances, including small business, under Principle 5 of the Energy Charter.
“Developing a co-design process to engage a broad range of stakeholders with the right result required a thorough and considered approach. It began by outlining the problem we aimed to solve, scoping the relevant stakeholders, including industry representatives and customer advocates, and working with experienced human-centred design facilitators.” – Anne Whitehouse, CEO of Sales Assured and Administrator of the Customer Code.
The intention of the Customer Code was to address some of the concerns about third party intermediaries’ selling practices raised in the Australian Competition and Consumer Commission (ACCC) Retail Electricity Pricing Inquiry Report 2018 (the REPI Report) with a view to pragmatic industry-led solutions.
Initial discussions were held with ACCC, Australian Energy Market Commission and Australian Energy Regulator to share the plan for the Customer Code development. To gauge support and build momentum, an initial stakeholder forum was held in August 2021, facilitated by design-thinking expert, Dewang Bhargav of Energy Queensland. The focus of the workshop was to build an understanding of the energy comparator and moving service market experience for customers: what was working, what wasn’t and areas for industry-led improvements.
From here, a representative Code Builders group was formed who met fortnightly until November 2021 to develop the Customer Code. Participants included customer representatives, third-party comparators and moving services and energy retailers. These were stimulating discussions as the Code Builders challenged themselves to look at ways to meet some of the matters in the REPI Report with a human-centred design approach. This meant developing solutions to customer problems by involving the human perspective in all steps of the problem-solving process. The strong commitment to delivering tangible customer outcomes was evident throughout.
Once the Customer Code draft was finalised, it was circulated stakeholders for their feedback. An open-invitation forum was also held in April 2022. Thoughtful responses from ACCC, the Consumer Policy Research Centre and Public Interest Advocacy Centre helped to strengthen the Customer Code.
The Customer Code has a strong governance framework, including a Customer Code Council (CCC) to provide strategic direction and support to the Code Administrator, Anne Whitehouse. The CCC was an open application process and many of the Code Builders joined the CCC under Independent Chair, John Smith.
The Customer Code for Energy Comparators & Moving Services launched in June 2022. Its success will depend on the level of industry participation and the commitment of the signatories to the Customer Code principles. It is importantly backed by energy retailers and other suppliers who choose to join as Supporters.
A special thanks to the people who made this happen:
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Uniting’s Energy Support Program was initially set up in September last year to help Australians most impacted by COVID-19 as part of the Energy Charter commitment of $1.5 million to support vulnerable customers impacted by COVID.
The program offers tailored, one-on-one advice and assistance to energy customers across New South Wales, Queensland and Victoria, and now, with increased need to support Australians impacted by cost-of-living pressures, support like this has become even more important.
“Our program focuses on energy efficiency advice through behaviour change. We aim to help people understand the relationship they have with their appliances and how that impacts their bills. We then give advice on how to get the most out of their appliances without it costing too much. This helps to reduce the household’s ongoing bills.
We also make sure people are accessing supports, concessions and affordable payment plans provided by their energy retailer. We help participants to understand their bills, their rights and make sure they get access to any debt relief grants or vouchers that might be available in their state. This helps to reduce outstanding debt and takes away the threat of disconnection.” – Matt Cairns, Uniting Vic Tas Senior Manager – Energy and Financial Literacy
The Uniting Energy Support Program also works collaboratively by referring to other community programs such as financial counselling and emergency relief supports if additional needs are identified.
“If people have debts with their energy provider, they are more than likely to have debt with their credit card, in rent arrears, or going without other essentials such as medicine, food or kids clothes to try and make ends meet ” Matt said.
Meet Naomi*…
Naomi is from a culturally and linguistically diverse (CALD) background and has experienced domestic family violence in the recent past. Because of her experience Naomi now lives with post-traumatic stress disorder (PTSD) and has physical disabilities. She is a single parent, on a fixed Government pension, living in social housing with her young adult children.
Naomi has had issues receiving Centrelink in the past which has caused problems keeping on top of essential expenses, including energy bills. This has also impacted on her ability to make rental payments and cover other expenses. She requires continual care in the home and support to access her community. Energy debt has accumulated since she was unable to cover cost of energy usage or maintain payment plans set up in the past.
Through the Uniting Energy Support Program, Naomi received:
Naomi also was referred to:
Naomi and her carer were extremely appreciative of the referrals to further supports and for highlighting the lack of concessions for over 1 year. The backdating of the concession will support her to reduce her current debt but also with her future bills.
*All identifying information has been replaced
To date, the Uniting Energy Support Program has received around 260 overall referrals from individual householders with 195 completing appointments and 551 overall interactions with clients.
“As Energy Charter signatories, it’s really important to us that we do our part to tackle disadvantage and support our customers as they navigate the energy sector,” said Jemena’s Executive General Manager of Energy Networks, Shaun Reardon.
“Our partnership with Uniting Vic.Tas – the Uniting Energy Assist Program – empowers customers across our electricity network in Melbourne and gas network in New South Wales to take charge of their energy bills, access available support, and learn easy energy saving tips through over-the-phone home energy appointments.
“Uniting have been fantastic project partners, and with their support we have been able save customer’s $650 on average, while also enhancing their understanding of the often complex energy sector.”
To learn more about the Uniting Energy Support Program, work to prevent energy debt and help connect your customers with support, please contact Matt Cairns, Uniting Vic Tas Senior Manager – Energy and Financial Literacy via email matt.cairns@vt.uniting.org
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