By GEORGIA WESTGARTH
CRANBOURNE support workers advocate daily on behalf of Casey families to stop disconnection of essential services, but under proposed changes energy companies may be forced to aid customers or face penalties.
According to the Essential Services Commission (ESC) report, energy retailers that fail to assist customers in financial hardship could face penalties of up to $20,000.
An inquiry into the hardship programs and policies of Victorian energy retailers was initiated by the State Government in February last year, following record disconnection rates.
Recommendations from the ESC would require energy companies to provide assistance that matches the type of payment difficulty a customer is having.
They are also expected to defer debt repayment for up to two years for customers experiencing serious payment difficulties, and allow them to stay connected to their power supply on a pay-as-you-go arrangement.
The ESC also proposed that companies work with customers to help reduce their energy use and access other support.
Cranbourne Information and Support Service Inc (CISS), Executive Officer, Leanne Petrides said since the deregulation of the energy market, competitive cold calling has left customers confused and facing regular disconnection.
“We’ve definitely seen an increase in people getting caught up in contracts that aren’t suitable for them, and bizarrely we’ve even had to assist people who have been getting billed from two separate energy companies,” Ms Petrides said.
“It can be very hard for people who have English as a second language and who have low literacy.”
Member for Narre Warren South Judith Couacaud Graley said she was aware of the local families struggling to afford utility bills.
“This approach will provide them with a safety net and make it much easier for them to work with their energy retailers to stay connected,” Ms Couacaud Graley said.
Ms Petrides said her team at CISS dealt more with hardship related to gas and electricity bills than water repayments.
“One of the most common complaints we get is that the customer has no luck advocating for themselves,” Ms Petrides said.
“They come to us stressed and aggravated, and we work very hard with the energy company’s hardship team to ensure people don’t get disconnected.”
