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We are proud to be signatories of the Knock to Stay Connected scheme to prioritise customer welfare and maintain strong connections.
This customer-focused initiative is designed to provide nationwide support and keep our energy customers connected to their vital energy supply. By joining forces with other signatories of The Energy Charter, including retailers and distributors like Tasnetworks, we aim to enhance customer outcomes and reduce disconnections through a human-centred approach.
How does it help?
The Knock to Stay Connected Customer Code represents a collaborative effort among various stakeholders as part of The Energy Charter. In addition to the mandatory payment reminders and disconnection notices, this initiative will see a TasNetworks representative contact the account holder at their property. Hand-delivering essential information to customers and informing them about available support, before the disconnection process begins, = adds a final and direct pre-disconnection contact attempt to help customers avoid disconnection.
Does it work?
National trials have shown remarkable success, with up to 80% of disconnections being avoided through this proactive approach. This initiative emphasises the significance of unity and the collective responsibility to ensure customer well-being.
As we continue to embrace The Energy Charter's Customer Code, we position ourselves as a leading customer advocate. By becoming a signatory of the Knock to Stay Connected scheme, we're reaffirming its commitment to customer welfare and empowerment. This customer-led approach helps customers avoid energy disconnections and fosters a culture of collaboration, transparency, and continuous improvement.