Recent Cases in Energy Disconnection and Hardship: Understanding Customers' Rights

 Registration is closed for this event
Learn from three recent cases of energy retailers breaching their legal customer obligations across customer hardship and disconnections.

By understanding consumer protections in the context of real cases, improve your ability to support people with their bills and to confidently speak with energy retailers on behalf of your clients.

In this session you will:

  • Be taken through three significant recent cases of retailers being found to have breached customer obligations including:

Energy Australia - failure to protect hardship customers
Origin - alleged unlawful customer disconnections
AGL - alleged wrongful disconnection of vulnerable customers

  • Explore the energy regulatory framework, particularly relating to disconnections and hardship program

Expert panel:

This webinar will be hosted by Wendy Miller, QCOSS Senior Advisor, Energy, and will feature five experts from the Australian Energy Regulator (AER) Compliance & Enforcement Branch team:

  • Kris Abbott, Senior Investigator

  • Laughlin Nicholls, Assistant Director

  • Yifan Goa, Investigator

  • Jay Lewis, Director

  • Trang Nguyen, Director

Everyone is welcome to this capacity development webinar. You will find this particularly useful if:

  • you provide any level of support to people with their energy bills and financial wellbeing

  • lead a team or manage reporting/ gather information e.g. in client management systems and decision makers

  • work in consumer policy work areas, advocacy and particularly on matters of consumer protections

Registered attendees are invited to submit questions ahead of the webinar, including specific scenarios or more detailed areas your need support with related to this topic. We will address a number of these in the webinar or offer responses after the training via email or a follow-up call to help support you in really understanding this topic area and the practical application of it.

18 February 2021 - 12:30 pm through  1:30 pm
Online via Microsoft Teams