Knock to Stay Connected Customer Code
A nationally consistent, customer-led approach aimed at keeping customers connected to their energy through a simple knock at the door.
Why this matters
Energy retailers, networks and community organisations work together to personally reach out to customers at risk of disconnection, delivering clear information on the support available right to their doorstep. This includes payment assistance, tailored support programs and referrals to community services.
Impact
National trials show that a simple, human conversation can prevent many disconnections. By taking the time to check in, listen and guide customers to the right help, this approach is keeping more households connected to power.
The Knock to Stay Connected Customer Code aims to:
- Highlight clear commitments to customers by providing them with support to help them avoid energy disconnection
- Build better practice guidelines on how to implement Knock to Stay Connected across energy networks and retailers to ensure better customer outcomes
- Develop national consistent business processes and sustainable support
- Standardised measurement of customer and industry impacts and outcomes
- Implement independent governance mechanisms to foster an ongoing community of organisations and customer representatives to share better practice (Customer Code Council).
The Customer Code has been warmly welcomed by customer groups including Financial Counselling Australia, Consumer Action Law Centre, Public Interest Advocacy Centre and SA Council of Social Services.
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The Knock to Stay Connected Customer Code is about keeping things simple and doing what’s right for people when they’re at risk of disconnection. A quick knock on the door and a real conversation can make all the difference. I’m pleased to be involved because this work brings industry and community together to support customers in a practical, human way and that’s exactly how it should be.
Anthony Cooper, National Knock to Stay Connected Customer Code Chair
Who is involved
Meet the Independent Chair
Anthony Cooper
Anthony Cooper brings a practical, people‑first approach to supporting customers at risk of disconnection. Having been involved since the Code’s early development, Anthony is known for his steady leadership and his commitment to simple, human solutions that make a real difference. He works closely with retailers, networks and community organisations to lift standards, strengthen collaboration and ensure customers get the support they need to stay safely connected to their energy.
Customer Code Council
- Deanna Borland-Sentinella, QCOSS
- Georgina Morris, SACOSS
- Emily Brown, AGIG/Multinet
- Diana Klaric, AGL
- Dillon Monaghan, Endeavour Energy
- Anne Whitehouse, Customer Code Administrator
- Sabiene Heindl, The Energy Charter (Observer)
- Bec Jolly, The Energy Charter (Observer).
Customer Code Signatories
- Aurora Energy
- Australian Gas Infrastructure Group (AGIG)
- CovaU Energy
- Endeavour Energy (NSW)
- EnergyAustralia
- Essential Energy
- SA Power Networks
- TasNetworks.
Resources + additional information
Download the Knock to Stay Connected FAQs which includes:
- What is the Customer Code?
- What are the customer benefits?
- What are the principles of this Customer Code?
- How does joining this Customer Code help my business?
- Collaborating with other Signatories
- How do I join or find out more?
This Customer Code aims to put the customer at the centre and drive better outcomes in circumstances where customers are at risk of disconnection for not being able to pay an energy bill. Below are templates for information to be left behind if a crew member is unable to speak to a customer face to face on their visit to the premises.
Signing up to the National Customer Code is voluntary. To get started, download the application form.
To sign up, or if you have any questions, get in touch with the Independent Code Administrator, Anne Whitehouse.
We are thrilled to have won the Shared Value Project International Innovation Award for our Knock to Stay Connected Customer Code!
What the judges said about the Customer Code: “This program is simple in its design but very challenging in its execution across so many energy providers and hard to reach customers – we congratulate the collaboration on tackling energy vulnerability with such impressive outcomes”.
In June 2023, we celebrated the official launch of the Customer Code. At the launch Fiona Guthrie, CEO Financial Counselling Australia hosted a Q&A with our expert panel covering:
- The innovative and collaborative trials between retailers and distributors that led to the Customer Code
- How cost-of-living pressures are creating increased vulnerability
- How the Customer Code will benefit customers in vulnerable circumstances.
Our Knock to Stay Connected Customer Code Q&A Panel: Jane Pires, Energy and Water Ombudsman Queensland, John Cleland, CEO Essential Energy, Mark Brownfield, Chief Customer Officer EnergyAustralia and Thea Bray, Public Interest Advocacy Centre.
Watch the full launch video below to learn more.
This Customer Code aligns with:
Code Administrator
Speak to Anne Whitehouse, Independent Customer Code Administrator, to join the Customer Code Council or to become a Signatory.