The Australian Energy Regulator (AER) has released a Draft Customer Engagement Toolkit to improve outcomes for energy consumers experiencing vulnerability. Our submission on the draft toolkit includes four recommendations to ensure this resource sets high expectations for how energy businesses treat their most vulnerable customers, and promotes positive change in the energy industry. We recommend: 💡 To improve business practices and assess efficacy of the Toolkit, the proposed practices should be linked to metrics and benchmarks monitored by the AER in its performance reporting procedures and guideline. 💡 To ensure that the Toolkit is used, secure explicit agreement from energy businesses that they will implement the better practice principles and provide reports that are public. 💡 To be effective, the Toolkit needs to be very clear on the obligations of each of the different areas within an energy retailer or service provider. 💡 That small business energy hardship also be considered. Read our submission to the AER's Draft Customer Engagement Toolkit: https://loom.ly/vDpmpTE #CustomerEngagementToolkit #EnergyConsumers #EnergyMarket
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