#BetterTogether – COVID-19 Customer Vulnerability Insights – Wave 4, Q3, 2021

Energy Charter signatories Jemena, ActewAGL, Energy Queensland and Powershop, together with #BetterTogether Collaborator Simply Energy, have collaborated with Deloitte to research the impacts of COVID-19 on our customers and communities. 

Research was conducted to understand the degree of customer vulnerability, as well as customers’ consumption and sentiment towards energy in the context of the COVID-19 pandemic, for the final Wave 4 via survey between July 19th to Aug 2nd 2021 which found:

  • 31% of people are optimistic about Australia’s economic direction
  • 52% of people agreed that COVID-19 had increased their stress levels
  • 67% of respondents stated they are highly concerned about the lasting impacts of COVID-19
  • 36% of respondents intend to reduce spending on non-essential items in the next 3 months
Key themes from the COVID-19 Customer Vulnerability Research include:
  • Recovery trajectory has been curbed by the widespread lockdowns that have occupied many of the eastern states of Australia
  • COVID-19 related stress has worsened as the pandemic escalates around the country, particularly amongst older respondents and women
  • Hardship groups that have relied on now non-existent income supplements have incurred the largest degree of financial hardship
  • Reduction in spending is the most common alleviating measure that respondents are utilising. Adversely impacted groups are more likely to reduce household spending

The snapshot placemat and full report are now available on COVID-19 Consumer Research