The report incorporates hundreds of household surveys and retailer household-level energy use data to show how frequent household disconnections are impacting food security, health, wellbeing and economic participation for First Nations’ communities. The research is the first national project to shine a spotlight on the previously hidden experiences of First Nations households using prepayment. It provides six high-level recommendations and associated actions to create a fairer and more inclusive energy transition for all Australians.

Recommendations

1. Require better reporting by energy retailers, and performance-based monitoring, to achieve meaningful reductions in disconnection events.
2. Adopt clearly defined energy hardship metrics, including an obligation for energy retailers to pro-actively identify and respond to customers in financial hardship.
3. Remove barriers that exclude prepayment customers from accessing, owning and enjoying the full benefits of consumer energy resources (including rooftop solar), energy efficiency and insulation upgrades, and community microgrids.
4. Implement measures to assist vulnerable people during extreme temperatures and other emergency events.
5. Implement national initiatives including a Priority Services Register that improves coordination of targeted support for prepayment and other vulnerable customers.
6. Remove mandated prepayment arrangements and provide prepayment customers with the same consumer protections and choice of energy services that non prepayment meter customers enjoy.