Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context

Rethinking hardship assistance

Working from the broader context

Dean Lombard

2004VCOSS — a strong voice for the community sector, a collective voice for change

VCOSS — a strong voice for the community sector, a collective voice for change

Privatisation Full retailcontestability


Privatisation Full retailcontestability

Hardship programs

Wrongful disconnectionfee

Retail price deregulation

Hardship Inquiry


• Proactive and empathic communication

• Encourage openness and honesty by listening and cooperating

• Believe, don't judge• Consider payment history when

proposing payment plans• Acknowledge achievements


• Guidance and training• Good referral processes• Good engagement takes time• Plans need to be reviewed

periodically• Staff must be empowered• KPIs must be relevant• Learn from welfare agencies,

consumer advocates, other utilities, and your customers themselves


• All staff• All customers• All external stakeholders


• Training as appropriate right across the business (including contractors)

• Refreshers, reviews• Developed with external input• Covering broader social and cultural

issues


• Fundamental, but not universal• Help, not judgement• Information and referral• (Business case?)• (Distinction between conservation

and efficiency)


Thank you

For more information…

Dean [email protected]

Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context

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