Luke Maisey is here to help. He spends his days listening to people’s problems, offering them sympathy and advice, and gently helping them to get through their tough times.
“It’s nice to be in a role and a business where I feel I can make a difference and help individuals through this tough time in our country’s history,” he says with a smile.
Luke is one of the 100 new frontline employees taken on in Victoria by EnergyAustralia to support customers amid COVID-19.
Formerly the manager of a family-owned travel business, he helps customers through the company’s EnergyAssist programme which has been significantly expanded to respond to customers facing difficulties because of the pandemic.
Repairing shattered lives
COVID-19 had had a devastating effect on businesses and employees worldwide. The pandemic’s impact on daily life have led to the closure of many companies, job losses, and forced unpaid leave – and Australia is far from immune.
Australian businesses have grappled with the realities of relocating employees to their homes, closing premises, and laying people off. Data from the Australian Bureau of Statistics shows that more than half of medium-sized businesses accessed support measures, compared with 42% of small businesses and 38% of large businesses, and a third of all businesses expect to face challenges to meet their financial commitments.
Employers and employees alike have been affected. Understanding that no two customers’ circumstances are the same, EnergyAustralia is doing its part to offer a helping hand to households and businesses struggling with energy bills by providing tailored hardship assistance.
Keeping companies fit and healthy
For Melbourne gymnastics academy owner Christy Hemphill, a business customer of EnergyAustralia in Victoria, the flexible bill payment options have been a key factor in helping her business stay afloat during the tough lockdown period.
As of October 2020, EnergyAustralia’s specialist business advisors have arranged 12,426 payment extensions, and 1,575 payment plans that are tailored for existing customers who cannot afford to pay their bill within the usual billing cycle. EnergyAustralia has also helped 1,070 businesses with their cash flow, as well as providing advice on lowering energy consumption and guidance on government energy relief subsidies.
Keeping the lights on
The pandemic not only has affected business owners but has also had a devastating impact on the employment market. Two-thirds of working Australia have had a change to their employment due to COVID-19, according to a survey by Melbourne-based market research firm Roy Morgan. Those surveyed reported a variety of changes to their working conditions including being stood down, having reduced hours, and working from home.
EnergyAustralia understand that households experiencing financial distress are usually deeply concerned that their services will be disconnected if they are unable to pay. The company has therefore suspended debt collection and disconnection activities for residential customers participating in its EnergyAssist programme, offering a stay-connected guarantee to ensure households are able to keep the lights on as they work to put their lives back on track.
Measures under the EnergyAssist programme range from a straightforward payment extension to advice on government assistance schemes and access to financial counselling. EnergyAustralia’s hardship advisors can also help residential customers become more energy efficient and reduce their energy costs.
As of October 2020, the EnergyAssist programme is supporting around 23,000 residential customers across Victoria, New South Wales, Queensland, and South Australia. In Victoria alone, 100 new frontline employees were hired to assist the increasing number of customers reaching out for support during the pandemic. Luke Maisey is one of them.
