Rethinking Utility Hardship: From Reactive Support To System-wide Change

In short

Energy and water hardship has become more widespread. To rebuild customer trust, utilities need to move beyond reactive support and rethink their operating model, customer pathways and cross-sector partnerships centred on vulnerability.

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Cost-of-living pressures continue, with around 1 in 5¹ Australian households experiencing, or at risk of, energy hardship. Of those, average energy debt sits at $2,314² for customers with both electricity and gas. Beyond financial pressures, customer vulnerability is also shaped by how effectively the sector can support different demographics, cultural backgrounds, housing, wellbeing and safety needs. As vulnerability becomes more prevalent and systemic, the industry’s response remains largely reactive, and compliance driven. The conversation needs to shift towards building a sustainable, affordable and resilient ecosystem that works better for customers.