#BetterTogether – Human centred co-design of the National Customer Code Energy Comparators and Energy Moving Services

The importance of developing a rich understanding of customer experiences was central to successfully human-centred co-designing and launching the recent National Customer Code Energy Comparators and Energy Moving Services (the Customer Code), a #BetterTogether initiative 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:

 

#BetterTogether – supporting customers in vulnerable circumstances

How can I better manage my energy bills? What financial support is available and how can I access it? What about energy efficiency? These are some of the questions asked by customers accessing the Uniting Energy Support Program, supported by Energy Charter signatories APA, CS Energy, Jemena, Endeavour Energy, Energy Queensland, Essential Energy and Powerlink under Energy Charter Principle Five – we will support customers facing vulnerable circumstances.

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.

Case Study: Unable to cover cost of electricity/gas bills.

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:

  • Energy efficiency advice to ensure she could reduce electricity and gas consumption to safe and affordable levels.
  • Help with her energy retailer to review her payment plan, flag her account as ‘life support’ and a receive a medical rebate form to apply for the medical equipment supplement through Centrelink.
  • Backdated concession rate to help reduce some of the outstanding debt.

Naomi also was referred to:

  • Emergency relief program for supports with food, petrol vouchers, and phone bill.
  • Centrelink multicultural services for advocacy support to check Centrelink concessions and payments.
  • Tenancy Advice line for advice on rental payment with social housing.
  • Local support program for white good replacement and food vouchers.

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