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Vulnerability & Affordability Conference Program

The Vulnerable Customers & Affordability Conference 2016: Energy, Water and Telecommunications Program is currently being finalised, and we expect to release the full program soon. Please be aware that what is currently listed below may be subject to minor changes.

Eventbrite - SACOSS Vulnerability & Affordability Conference: Energy, Water & Telecommunications

Vulnerable Customers & Affordability Conference 2016: Energy, Water & Telecommunications
Magarey Room, Adelaide Oval
Wednesday 2 November

8.30am - Registration
9am - Welcome and introductions, including traditional Welcome to Country by Kaurna Elder
9.15am - Official Opening Address

9.30am - Expert Panel Session
Vulnerability in energy, water and telecommunications exists in many forms. This session will explore the prevalence of vulnerability, the range of vulnerabilities customers’ experience, the factors which lead to vulnerability and key indicators of vulnerability.

Presented by:
Dr Lareen Newman, University of South Australia
Robert Morgan, Yarra Valley Water
Karen Hucks, Kildonan Uniting Care

10.30am - Morning Tea

11.00am - Showcase: Delivering Best Practice
What makes transformational change possible in a business environment? Better practice in dealing with customers in financial difficulty in energy, water and telecommunications

Presented by:
Kerry Rowlands, SA Water
Briar Hall, Energy Australia
Robert Morsillo, Telstra

12.00pm - Lunch

12.45pm - Consumer Spotlight

This session will highlight research on a national level to address vulnerability and affordability issues. Victorian and National Energy Customer Framework reforms will be canvassed, along with an overview of disconnection issues.

Presented by:
Jo De Silva, SACOSS
Gavin Dufty, St Vincent de Paul

1.45pm - Concurrent Sessions

Poverty premium and telecommunications
This session will explore the extent of the communications poverty-premium for low-income consumers, including the role this plays in barring low-income consumers from choosing the services which best meet their needs.

Presented by:
Una Lawrence, Australian Communications Consumer Action Network
Dr Greg Ogle, SACOSS

 

 

Consumer complaints
What are the emerging systemic issues in energy, water and telecommunications? This session will explore common complaints as well as measures to address widespread issues.

Presented by:
Sandy Canale, Energy and Water Ombudsman, SA
Judi Jones, Telecommunications Industry Ombudsman

 

Better practice customer relationships
What defines a better practice customer relationship?  This session will focus on the key elements required to build and sustain mutually beneficial customer relationships.

Presented by:
Andrea Linsenmeier, Origin Energy
Lauren Solomon, AGL Energy

2.45pm - Afternoon Tea

3.15pm - State of Play Q&A Session

What is the current situation for vulnerable customers? What are the key strategic issues which still need to be addressed? What prospects are there that government, business and the consumer sector will be able to respond to these challenges? What are the barriers that need to be overcome?

Chair:
Bob Weymouth

Panellists:
Robert Morsillo, Telstra
Adam Wilson, ESCOSA
Ross Womersley, SACOSS
Gavin Dufty, St Vincent de Paul
Paula Conboy, Australian Energy Regulator

4.15pm - Close of Official Proceedings