COVID-19 Communications

Customers needed easy access to relevant information to make informed choices and improve their experience, especially during COVID-19. This #BetterTogether initiative was created to make a difference by speaking with one voice to empower customers + communities around making energy decisions and seeking support, particularly given the impact of COVID-19.

Led collectively across our Signatories, we co-created six phases of the communications aimed to encourage customers to reach out to their energy retailers if they need support. 

National Awareness Campaign: We've Got You

The energy sector has come together to help keep Australia’s power going and provide support to people and businesses impacted by COVID-19. This means energy retailers, with the backing of the rest of the industry, offer customers’ assistance suited to their needs. 

Our “We’ve got you” National Awareness Campaign, sponsored by Frank Tudor, MD of Jemena and supported by all Signatories was rolled out to consumers in May 2020, with phases 2-3 launched in July 2020 and phase 4 in August/September 2020.

We continued with six phases of the communications in over 10 culturally and linguistically diverse languages aimed to encourage customers to reach out to their energy retailers if they need support.

We also distributed communications across Signatory and our communication channels, including:

• COVID-19 Customer Resources with links to support available for households and small business customers impacted by COVID-19
• Student COVID-19 Energy Resource and Student COVID-19 Energy Efficiency Tips with links to available support for students impacted by COVID-19 and student focused energy efficiency tips. As a collaboration with the National Union of Students, the resources were also distributed across the entire student university population in Australia
• Energy Efficiency Tips @ Home with efficiency tips across heating, cooling, hot water, electrical appliances, cooking and lighting for households
• Translated key resources to ensure accessibility for Culturally and Linguistically Diverse (CALD) community in line with the recommendations of the Ethnic Communities Council of NSW report.