Helping people to stay connected

In this submission, VCOSS generally supports these new rights for people struggling to pay their power bills, acknowledging they will give customers the flexibility to develop affordable, realistic payment plans, change payments in response to unexpected expenses and further energy price rises, and receive advice to lower household energy costs.

However, VCOSS argues the framework can be strengthened in some areas and that some key parts of the framework require further development in consultation with stakeholders – to avoid the framework leading to confusing, unmanageable payment arrangements that may cause customers to disengage and risk disconnection.