Supporting Vulnerable Energy Customers

Australia’s energy markets are experiencing significant changes in technology, customer preference and the development of new information and markets. Given these changes, it is important to review the effectiveness of the support provided to vulnerable customers - those that are at risk of experiencing financial stress due to a moderate increase in their energy bills.

Energy Networks Australia has recently commissioned independent analysis by HoustonKemp, Supporting Vulnerable Energy Customers, which has identified a number of opportunities to improve assistance for vulnerable customers so that the ‘safety net’ works for those that need it most.

The report identifies a range of potential options to improve the assistance by governments to vulnerable customers. Equally, there are a number of options for energy companies to assist vulnerable consumers particularly as they participate in competitive markets or during a transition to fairer, more efficient tariffs.

Energy Networks Australia is convening a series of roundtables across jurisdictions to discuss priorities for key energy stakeholders as we focus on the role of governments, industry and consumers in assisting vulnerable customers.

The views of stakeholders will be taken into account in Energy Networks Australia’s ongoing consideration of energy affordability, and options to support vulnerable energy customers. Stakeholder views will also form part of Energy Network Australia’s development of an Industry Standard for Network Tariff Reform expected to be released by the end of 2015.         

Roundtable Presentations

Brisbane, 1 June 2015

Perth, 17 June 2015


Melbourne, 14 July 2015

Hobart, 22 July 2015