Improving approaches to customer financial hardship

In late 2010, the Commission initiated a study to provide greater insights into the experience of customers in financial difficulty when dealing with water and energy retail businesses. Hall and Partners | Open Mind was engaged by the Commission to undertake field survey work and prepare a report outlining study findings. A total of 53 customers were interviewed in the period from November 2010 to March 2011 across metropolitan and regional Victoria. The insights provided by customers are outlined in the Hall and Partners | Open Mind report. In June 2011 the Commission wrote to businesses requesting a response to issues raised by the Hall and Partners | Open Mind report. The Commission released a summary report and the individual responses of the businesses.