Financial Inclusion Action Plan

We are proud to join the Financial Inclusion Action Plan (FIAP) program.

We are committed to being an exceptional service provider that puts customers first and benefits the community.

Financial inclusion and financial resilience is important to us in enabling our business to consistently deliver the highest quality service, and put customer value at the centre of all that we do.

Download our Financial Inclusion Action Plan

Our Financial Inclusion Action Plan focus areas are as follows:

Products and services

  • We will continue to engage with our customers and community and deliver programs to vulnerable customers, including CALD customers, Hardship Customers, Aboriginal and Torres Strait Islander customers and customers who experience challenges when managing their accounts.
  • We will also continue and expand our collaboration with industry partners, community organisations who support vulnerable customers, the Essential Services Commission and the Energy and Water Ombudsman to understand and assess the impacts of social trends in our communities.

Capabilities, attitudes and behaviours

  • Our people are our greatest assets and it’s important they know how to manage customers dealing with hardship or financial vulnerability, and empower them to work collaboratively to manage an outcome that meets the customer and our needs.
  • We will also ensure our people, who may be experiencing financial vulnerability, have access to information to support their situation.

Awareness and understanding of culture and diversity

  • Our Diversity and Inclusion Strategy aims to proactively promote diversity and inclusion in our business, creating a workforce that mirrors the wonderfully diverse community we serve.
  • We will continue to engage with our culturally and linguistically diverse communities to understand
    the level of financial literacy and needs of these customers and further develop our programs.
  • Our Reconciliation Action plan will also support the engagement of Aboriginal and Torres Strait Islander support services to ensure our programs meet their needs.

Economic participation and status

  • We will encourage economic participation for our people via our Diversity and Inclusion strategy and by strengthening our projects to educate and empower financially vulnerable customers.
  • We will collaboratively work with partners to support research to investigate community trends that hinder economic participation for our customers.

Need accessible version of Financial Inclusion Action Plan document?

We are happy to provide customers with accessible version of Financial Inclusion Action Plan. To get a accessible copy please contact us.

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