Uniting Energy Support Program

Designed to provide ongoing financial counselling support for energy customers facing vulnerable circumstances.

Why this matters

Based on the findings in our COVID-19 Customer Vulnerability Research, the #BetterTogether Uniting Energy Support Program was designed to provide ongoing financial counselling support for energy customers facing vulnerable circumstances. This includes offering free tailored, one-on-one advice and assistance to help navigate bills, energy efficiency and access to support services.

The program targets customers who lack awareness of the supports available to them, and who tend to disengage from their retailers as they build debt due to rising cost-of-living pressures combined with low income and housing affordability challenges.

Impact

As part of this program, we have worked with Uniting to provide multi-faceted energy advice using behaviour change models, direct support to engage with retailers, advocacy support and debt relief through relevant grants and rebates. We have supported Uniting to support 920 client cases from Jul 2021 to Oct 2023: 46% NSW, 36% Victoria and 18% QLD with others in SA and WA.

Throughout this work, we saw that a large majority (72%) were women and almost 45% of overall cases were missing out on energy concessions they were eligible for.

We have also committed to ongoing sustainable investment in the Financial Counselling Industry Funding Model recommended through the Sylvan Review.

We are continuing to support households access relevant and appropriate supports including debt relief payments, concessions, energy efficiency advice, and setting up affordable payment plans.

Matthew Cairns Senior Manager, Uniting Victoria and Tasmania

Collaborators

Industry Collaborators

The Energy Charter Signatories:

  • Endeavour Energy
  • Essential Energy
  • Powerlink Queensland
  • TasNetworks.

Together with non-Signatories:

  • CS Energy
  • Jemena.

This #BetterTogether initiative aligns with:

Principle 2: We will improve energy affordability and value for customers + communities.

Learn more

Speak to Bec Jolly, Director, Energy Equity, to learn more about the #BetterTogether Uniting Energy Support Program + current energy equity #BetterTogether initiatives.