A key part in our 2023 Pricing Submission is support for customers experiencing vulnerability.
To understand the needs of these customers we conducted a survey with participants in the Coliban Assist Program. We have identified these customers as unable to afford to pay their account without help.
We held a stakeholder forum for support agencies, regulators, and peer organisations.
The group reviewed and discussed;
- the support we offer customers experiencing vulnerability,
- opportunities to improve, and
- challenges customers will face in the years ahead.
The customer survey and the stakeholder forum will inform the 2023 Pricing Submission.
Customer accounts snapshot
28% of customers have applied concessions to their water account. 12% have accepted a payment arrangement. 1.5% of our accounts have identified and unable to pay without help.
Customer Survey - Communication preferences
Our customers said they preferred we contact them;
- By phone
- letter or email, and then
- SMS or pamphlet in the bill
when we want to share information about the Coliban Asssit Program.
Customer Survey – referrals to Coliban Assist program
We surveyed 30 people to represent customers experiencing financial vulnerability. Customers mostly access our program after we contact them for outstanding debt. Followed by a referral from our Customer Support team.
Stakeholder Forum
Organisations in attendance
- Essential Services Commission
- Macedon Ranges Shire Council
- City of Greater Bendigo
- Mount Alexander Shire Council
- Dja Dja Wurrung
- Bendigo Family Financial Services
- Anglicare Victoria
Participating from Wurundjeri & Dja Dja Wurrung country
What is happening in your organisation?
•Organisations are noticing an increase in requests for help coming from their customers. Customers that have never needed help before are now more willing to come forward to seek out the support.
•The challenge is meeting an increase in demand on services due to pandemic related isolation, compounded by limited in-person contact.
How could Coliban Water improve how we engage with, and learn from, social services in our region?
•Increase our networks, particularly toward community groups, parent groups or groups that meet for other reasons.
•Incentivise with water audits and apply government grants and concessions as part of this process
•Partner with healthcare organisations to apply additional considerations for patients who would be adversely impacted by a restricted water supply.
What is your experience of working with Coliban Water?
•Organisations with established relationships with Coliban Water report a positive experience.
•Organisations with less established relationships with Coliban Water were unaware of complete suite of available services but intend to find out more and share the information with their customers.
•Local government’s were impressed with our programs and are looking to learn from us.
How could Coliban Water improve or change to better serve customers experiencing vulnerability and/or your organisation as you deliver services?
•There was significant interest in how we engage customers who may need support and the language that is used to engage customers who may not identify as being vulnerable.
•Organisations would also like to explore cross promotion opportunities where we can inform customer what is available from other organisations.
Next Steps
We will use the feedback in this report to assess the effectiveness of our programs and how we need to continue to provide support on an ongoing basis.
Recommendations
- Continue the Coliban Assist Program in the current format
- Increase awareness through partnerships with support agencies
- Meet with stakeholders regularly to share information and learn from each other
- Continue direct engagement with program users and get their feedback
- Change engagement approach and have another workshop with key stakeholders in November 2021.
