Vulnerable customers
Electricity is essential to everyday life, and we recognise some customers may need additional support at different times to safely and confidently manage their energy.
Vulnerability is not always visible and it is not always permanent. Customers can move in and out of challenging circumstances for many reasons, including changes in personal circumstances, unexpected life events or the impacts of extended power outages.
We are committed to supporting customers in vulnerable circumstances with fair, safe and affordable access to energy.
How we support customers
Our approach focuses on where we can make the greatest practical difference. Our approach is focused on three priorities:
| Fair access | Practical support | Capability |
|---|---|---|
 |  |  |
| Supporting customers in vulnerable circumstances to access essential energy services safely and confidently. | Providing assistance, reassurance and protection during periods of financial pressure, disruption or change. | Building the knowledge and confidence customers need to make informed decisions and access trusted information. |
Across our networks, we already provide a range of services and initiatives including support for life support customers, multilingual communication and interpreter services, community energy literacy and preparedness programs, practical guidance and on-the-ground assistance.
Expanding our support
We are building on this work through two new programs designed to reduce barriers to safe, affordable and reliable energy access.
Vulnerable Customer Assistance Program
The Vulnerable Customer Assistance Program provides financial assistance to help address essential infrastructure needs for customers in vulnerable circumstances.
Financial assistance may be available for:
- fuse upgrades
- pit installations
- private-to-public overhead line transitions
- minor customer repairs.
These upgrades can help customers safely connect to and benefit from new electric technologies.
Find out more about our Vulnerable Customer Assistance Program.
Energy Care Community Grants
Energy Care Community Grants supports trusted community organisations to improve energy literacy and provide practical support to customers experiencing vulnerability.
The program focuses on building confidence, understanding and informed decision-making so customers can better manage their energy use, access support and reduce overall energy costs.
Our approach
We will continue working with customers, communities and partners to understand changing needs and strengthen support where it is needed most.
For more information about our approach and the initiatives we are delivering, read our Customer Vulnerability Strategy which can be downloaded below.