At Origin, we’re committed to providing Australian homes and businesses with energy that’s affordable, smart and easy, and continuing to prioritise help for vulnerable members of the community.
So, how are we doing that?
Our people and community partners
We have a dedicated team of people who talk to our customers every day – they’re trained to identify and understand hardship triggers and provide on-the-spot support and solutions.
Origin works closely with community groups across Australia, including Financial Counselling Australia, Kildonan UnitingCare and Uniting Communities to support and assist people most at risk of financial exclusion. Plus, we support regional community programs like ‘Bring Your Bills Day’, ‘Anti-Poverty Week’ and drought relief activities hosted by State Energy and Water Ombudsman offices.
We get out and meet our customers through a regular series of community events, including ‘Bring Your Bills Day’, where customers bring along their energy bills, letters from retailers, and any concession cards. We’re able to help people understand their energy bills, ensure they’re on the best plan for them, and provide energy saving tips. For customers facing financial difficulty, we’re able to apply eligible rebates to their accounts and discuss options to help manage their energy bills, including flexible payment, Centrepay, direct debit, financial counselling service referrals, and in some cases, we offer home energy audits and payment schemes.
The last 12 months in numbers
• From Bourke (NSW) to Logan (QLD), Origin has attended several community events across Australia, meeting and supporting hundreds of vulnerable customers with energy enquiries
• Origin's Customer Advocacy team took almost 25,000 calls from financial counsellors supporting vulnerable customers
• Origin provided $15 million to customers experiencing financial difficulty through our Power On program.
Keeping the power on
‘Power On’ is Origin’s hardship program. Since 2003, we’ve been supporting vulnerable customers to achieve short-term relief and longer-term solutions so they can get on top of their energy bills and stay there.
We’ve also made sure that customers in our Power On program have not paid any energy price increases since 2016.