Knock to Stay Connected Customer Code
The Knock to Stay Connected Customer Code is a nationally consistent, customer-led approach aimed at keeping customers connected to their energy.
Retailers, networks and community organisations are working together to hand deliver information to customers on where they can get support to keep their energy on.
National trials have demonstrated that up to 80% of disconnections can be avoided through this human-centred approach.
2024 Shared Value Project Innovation Award Winners!
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”.
What the Customer Code aims to do
The 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).
For examples of Customer Code information provided to customers: see our Practical Customer Notices at the Energy Charter Content Hub.
Knock to Stay Connected Leave Behind Help Sheets
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.
Customer Code Q&A Panel
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.
Sign up to the National Customer Code
Signing up to the National Customer Code is voluntary. To get started, download the application form here.
To sign up, or if you have any questions, get in touch with the Independent Code Administrator, Anne Whitehouse.