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Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context
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Dean Lombard - VCOSS - Rethinking hardship assistance: working from the broader context

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Dean Lombard delivered the presentation at the 2014 Collections and Hardship Programs in Utilities, Banks and Telecommunications Conference. …

Dean Lombard delivered the presentation at the 2014 Collections and Hardship Programs in Utilities, Banks and Telecommunications Conference.

The 2014 Collections and Hardship Programs in Utilities, Banks and Telecommunications Conference explored ways to manage the complex issues with recovering debt in utilities, telecommunications and financial sectors.

For more information about the event, please visit: http://www.informa.com.au/hardshiputilities 14

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  • Ten years ago, energy disconnections were on the upswing and there was a growing public conversation about energy hardship and in particular the rough edges of the newly privatised energy market. As the Victorian Government was embarking on the Hardship Inquiry, the Committee for Melbourne, under the auspices of the United Nations Global Compact, was quietly commencing the Utility Debt Spiral Project (an endeavour of such insignificance is is not even mentioned on hype history page of their website).

Transcript

  • 1. Rethinking hardship assistance Working from the broader context Dean Lombard
  • 2. VCOSS — a strong voice for the community sector, a collective voice for change
  • 3. VCOSS — a strong voice for the community sector, a collective voice for change
  • 4. VCOSS — a strong voice for the community sector, a collective voice for change
  • 5. VCOSS — a strong voice for the community sector, a collective voice for change
  • 6. VCOSS — a strong voice for the community sector, a collective voice for change
  • 7. VCOSS — a strong voice for the community sector, a collective voice for change
  • 8. VCOSS — a strong voice for the community sector, a collective voice for change
  • 9. VCOSS — a strong voice for the community sector, a collective voice for change
  • 10. VCOSS — a strong voice for the community sector, a collective voice for change
  • 11. VCOSS — a strong voice for the community sector, a collective voice for change • Proactive and empathic communication • Encourage openness and honesty by listening and cooperating • Believe, don't judge • Consider payment history when proposing payment plans • Acknowledge achievements
  • 12. VCOSS — a strong voice for the community sector, a collective voice for change • Guidance and training • Good referral processes • Good engagement takes time • Plans need to be reviewed periodically • Staff must be empowered • KPIs must be relevant • Learn from welfare agencies, consumer advocates, other utilities, and your customers themselves
  • 13. VCOSS — a strong voice for the community sector, a collective voice for change • All staff • All customers • All external stakeholders
  • 14. VCOSS — a strong voice for the community sector, a collective voice for change • Training as appropriate right across the business (including contractors) • Refreshers, reviews • Developed with external input • Covering broader social and cultural issues
  • 15. VCOSS — a strong voice for the community sector, a collective voice for change • Fundamental, but not universal • Help, not judgement • Information and referral • (Business case?) • (Distinction between conservation and efficiency)
  • 16. VCOSS — a strong voice for the community sector, a collective voice for change
  • 17. VCOSS — a strong voice for the community sector, a collective voice for change Thank you For more information… Dean Lombard dean.lombard@vcoss.org.au