Protecting energy customers during COVID-19 – let us know your experiences

As the impacts from COVID-19 continue, many people affected by changes to their income and working arrangements may need support with managing their bills.

The Australian Energy Regulator’s (AER) voluntary Statement of Expectations provides guidance to electricity retailers on what types of behaviours and actions are appropriate to support energy customers during these difficult times. For example, the guideline encourages retailers to have a moratorium on energy disconnections, and to not refer any outstanding customer debt to debt collectors.

What are your views? Let us know what you think

For those of us who support people with energy affordability and household energy efficiency, QCOSS would like to know your perspectives on the energy retailers’ behaviours during COVID-19 and how they have adopted the Statement of Expectations.

We’d love to hear your experiences with clients who have had issues with their energy bills and your views on:

  • Do you think the AER’s Statement has been beneficial?
  • What do you think about the moratorium on disconnections?
  • How should people who have delayed or deferred paying their bills now be supported by retailers?
  • What are your key concerns about debt?
  • What challenges have you seen with your clients and energy through COVID-19?

We can share your very important perspectives with the AER and other decision-makers.  Let us know your thoughts via email to [email protected] or call us to share them over the phone on 07 3004 6900.