Community

Answering the call when our customers need it most

Geelong

We’re always proud of our people at EnergyAustralia and this year has certainly been no exception with the COVID-19 pandemic bringing about enormous change and adjustments for us all. 

Recently, we added around 100 new people to our frontline in Victoria, to help support the substantial increase in our customers reaching out for help during COVID-19.  

 

Luke M
Luke Maisey recently joined our team in Geelong after managing a family-owned travel business until March this year.

 

Peace of mind for residential customers 

Since the beginning of March 2020, we’ve set up more than 176,000 payment plans and 118,000 payment extensions for residential customers – and referred thousands to government grants – through our EnergyAssist program. 

EnergyAssist guarantees our customers won’t be disconnected if they reach to us during times of hardship. Our frontline team has helped so many customers keep the lights on and ensure their debt doesn’t spiral out of control.  

EnergyAssist supports around 22,000 residential customers in financial distress across Victoria, New South Wales, Queensland and South Australia with payment plans, extension arrangements, give advice on government grants and more.  

Having effectively doubled our EnergyAssist team since July, we’re equipped and ready to continue to help our residential customers through the crisis.  

 

Taking care of business customers 

Meanwhile, our business team have been helping small business customers navigate their way through COVID-19 with our hardship program for business, Rapid Business Assist. 

Since the COVID-19 outbreak, specialist business advisors have devised 12,426 payment extensions, 724 payment plans, helped 1070 businesses with cash flow and provided advice on lowering energy consumption and guidance on government energy relief subsidies. 

 

There are many heartening stories of our customers being extremely relieved that we can help them manage their energy bills during times of such uncertainty. 

Providing work opportunities  

Many of our new staff join us from areas that have been hit hard by COVID-19 so we’re not only glad to have them on board, we’re pleased to be able to provide them with new career opportunities too. 

 

Find out more about EnergyAssist and Rapid Business Assist.