What we’ve learned from the water sector about customer support during the pandemic

As we reach the end of another challenging year, we wanted to share some of the approaches the water sector has taken to provide more targeted customer support during the coronavirus pandemic.  

In May 2020, we started regularly interviewing Victoria’s water businesses about customer support during the pandemic. A consistent theme has been the varying impacts of the pandemic across the state – some regions and businesses have been more affected than others; but all businesses in some ways have adapted their approach to supporting customers. 

In November 2021, we completed our fifth round of interviews to see how their approach to customer support had evolved, and to explore what worked best in terms of helping customers.  

Based on data we collect from water businesses, since the start of the pandemic, we have seen a steady increase in the number of Victorian customers accessing payment help provided by their water business, particularly in metropolitan Melbourne.  

We have heard from water businesses:  

• how they have assisted customers 
• the types of assistance customers were accessing 
• how their communication with customers has evolved.  

We were pleased to hear that many of the changes implemented produced positive customer outcomes. For example: 

• non-residential and business customers being able to access payment assistance support, for example payment extensions, instalment plans and the waiving of trade waste fees   
• successful Utility Relief Grant applications increased as businesses took the time to help the customer complete applications during a call. 

The different ways the businesses are helping customers 

All water businesses are proactively contacting customers, using a variety of methods, to offer support and assistance, before or after a bill is sent. We have seen examples of a greater focus on tailoring help to suit the individual circumstances of customers.  

We know that outbound telephone calls are always a successful way to communicate with customers. Yet we heard that many customers have responded well to the increased use of SMS to reach out and offer support. SMS is being used to offer payment assistance support and provide a reminder to customers who may be eligible for the Utility Relief Grant. SMS can also provide reminders about an unpaid bill or links to make paying bills easier. 

We also heard that many customers reaching out for help are requesting payment extensions and instalment plans. People are needing extra time to pay their bills.  

Some of the water businesses offer payment matching. This means a payment made by the water business after a customer has made one or more payments towards their instalment plan. The businesses noted that this has kept customers engaged in the process and helps ensure they meet their instalment due dates. 

Heading into the holiday period, a time where bills often take a backseat to the festivities, it’s important that water businesses continue to reach out to customers, offer assistance and outline the support that is available.   

Through 2022, we will be consulting on changes to our customer service codes. We expect to draw on some of the approaches adopted by businesses during the pandemic in our review, to help ensure the codes reflect emerging best practice in customer support.