As cost-of-living pressures intensify, many Australians are struggling to pay their energy bills. Up to 38% of eligible households do not currently receive a concession (this number differs based on jurisdiction). Financial counsellors report that energy retailers' hardship teams vary greatly in their approaches to people who are in energy debt and seek to enter hardship programs.
To address these systemic issues, Financial Counselling Victoria, in partnership with Financial Counselling Australia and the Consumer Policy Research Centre, led the ‘Rank the Retailer’ project. Drawing on the insights of a national survey with over 400 financial counsellors, the report provides a comparative assessment of retailers’ hardship policies and practices. It also outlines clear recommendations for improving outcomes for customers in energy hardship.
Key findings
The report had six key recommendations:
- Strengthen protections through regulation, enforcement and implementation
- Make support early, accessible and equitable
- Provide realistic payment arrangements before debt accrues
- Embed a person-centred, future-focused approach
- Improve data, monitoring and continuous learning
- Leverage relationship with financial counsellors
The report has generated significant engagement across the energy sector. This growing interest signals an important opportunity to shift retailer behaviour, strengthen accountability, and ultimately reduce energy stress for households facing vulnerable circumstances.
