Loading ...
Energy customers affected by family violence will soon be better protected under new rules set out in a final determination published by the Australian Energy Market Commission. From the 1st of May all retailers dealing with customers affected by family violence, must:
• have regard firstly to the safety of an affected customer in any dealing they have with them.
• not disclose confidential information about an affected customer to another person (and must require their contractors and agents not to disclose this information) without the customer’s consent.
• provide a secure process to identify affected customers and minimise the need for them to repeatedly disclose their experiences.
• not require documentary evidence in order to offer protection.
• ensure staff can identify, assist, and engage appropriately and effectively with customers affected by family violence.
• adopt, publish, and comply with a comprehensive family violence policy.
• consider family violence as likely to cause payment difficulties and hardship, meaning affected customers may also qualify for other forms of assistance.
Please be assured, Altogether are working to meet the deadline of full policy implementation by May 23
