Compliance by design: protecting vulnerable customers

As the cost-of-living crisis continues, thousands of households are struggling to keep up with their energy bills. For some, this means facing the very real risk of disconnection, even when they shouldn’t be.

If energy retailers get this disconnection process wrong, they are subject to fines from the regulator and reputational brand damage, making this a critical issue in the industry. Energy retailers are looking for technology that has in-built protections for vulnerable customers to help them stay compliant.

At Gentrack we build our products with the principle of “compliance by design”. This means the regulatory compliance requirements of the Australian energy market are part of our product, and our forward-looking product roadmaps.

We’ve recently collaborated with one of our energy retailers in Australia to implement a new background process to stop wrongful disconnections before they happen. It’s already proving its value, having recently prevented a potential breach, and ensuring a household remained connected when they needed it most.

One of the biggest challenges across the industry is the reliance on manual processes in credit management and disconnection workflows. When back-office teams are dependent on spreadsheets, reports, and human intervention, errors happen, and customers pay the price.

Preventing mistakes before they happen is always better than fixing them after the fact. The right systems and technology should ensure that customers are not wrongfully disconnected—not just to avoid regulatory fines, but to embed ethical practices into everyday operations and protect customers experiencing hardship. Beyond the ethical responsibility, it also makes business sense. Reducing wrongful disconnections leads to fewer complaints, lower regulatory risk, and stronger customer trust, ultimately creating a more sustainable and responsible energy sector.

The energy industry is under more scrutiny than ever, and for good reason. Avoiding penalties shouldn’t be the goal—putting the right protections in place to support customers should be.

Energy Source & Distribution artlcle: https://esdnews.com.au/navigating-the-complexity-of-aemcs-new-market-changes/

Contact us to learn more: https://gentrack.com/contact-us/