Concerned by the escalating harms caused by disconnection, the Justice and Equity Centre (JEC) undertook research to explore the experiences and effectiveness of in-person pre-disconnection visits as a way to reduce disconnections for non-payment proceeding. This includes the “Knock to Stay Connected” initiative where households facing disconnection are personally handed disconnection warning notices and support materials and encouraged to contact their retailer.
The report found that in-person pre-disconnection visits significantly reduced disconnection rates, as well as improving safety and morale for field staff who undertake disconnections. However, it also highlighted challenges such as the need for compassionate, well-trained personnel to conduct visits and more consistent implementation. Households and frontline workers (such as financial counsellors and community workers) expressed a preference for visits to be conducted by independent social or community service providers rather than energy retailers, citing concerns about intimidation and conflict of interest. The JEC recommends formalising pre-visits in regulation, improving training and expanding the initiative to include more holistic support to address long-term affordability challenges. The report concludes that pre-visits, if properly structured, can serve as a vital circuit-breaker to prevent disconnection and promote longer term affordability.
This report is part of our Powerless research. The main research findings can be found here.
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