Australian energy companies are under increasing pressure to support customers facing financial or personal hardship. Customer teams are responsible not only for operational excellence but also for creating compassionate customer experiences that align with regulatory expectations. With the launch of the Vulnerability Toolkit by the Australian Energy Regulator (AER) as part of action 2 in […]

Three things any company who supports vulnerable customers can learn from this year’s Vulnerability Commitment Good Practice Guide. What is the Vulnerability Commitment Good Practice Guide 2024? Created by Energy UK, the guide features valuable information on how 13 energy suppliers are supporting their energy customers across three key themes: How do energy companies define […]

Ofgem’s latest figures show energy debt levels have reached a new high of £3.3 billion, up from £3.1 billion in December 2023. With financial pressure continuing to mount on households, protecting vulnerable customers has never been more important within the energy sector. As Ofgem’s focus on this intensifies, it’s essential to explore how to navigate […]

Consumer energy debt is at an all-time high, reaching £3.1 billion in 2024, the highest rate since records began. Alongside this, vulnerability in consumers is growing, with 60% of UK adults struggling with bills and 45% of the population now classed as vulnerable according to the FCA definition of vulnerability. Increasing debt and vulnerability means [...]