RMIT University

Exploring how culturally and linguistically diverse (CALD) communities navigate the energy transition in Victoria. The project identified key barriers to engagement and opportunities for more inclusive communication.

RMIT University’s 3C (Communication and Change C-Lab)

RMIT University’s 3C was awarded the 2025 Vulnerability Research Grant to conduct research focused on how CALD communities are experiencing the energy transition. The team has specialist expertise in research related to CALD communities and other hard-to-reach audiences, social connection, health communication and behaviour change.

Research overview

The project investigated how CALD communities in Victoria are experiencing Australia’s energy transition. The research focused on newly arrived migrants and seniors, aiming to understand the challenges they face when accessing energy information, support and services.

Through a combination of literature review and interviews with multicultural and ethnic community groups, the project identified key barriers such as language difficulties, digital exclusion, and limited awareness of available assistance. The findings highlighted the importance of culturally sensitive communication, trusted community networks, and practical, accessible information to help CALD communities engage with the energy market and benefit from the transition.

Key insights

  • Energy literacy gap: CALD communities are most in need of energy literacy support due to significant inequalities in understanding and engaging with energy services.
  • Language and digital barriers: Limited English proficiency and rapid digitisation of energy services disadvantage CALD customers, especially seniors.
  • Industry communication breakdowns: Energy companies often provide inadequate multilingual support and overwhelming technical information.
  • Inclusive communication design: Best practice includes alternative non-digital channels, plain English, professional translations, and diverse strategies tailored to community preferences.
  • Community-led approach: Trusted intermediaries such as community leaders, peers and religious figures are essential for effective energy literacy programs. Successful initiatives involve bilingual educators, in-person workshops, and empowering CALD leaders as energy experts.

Interview highlights

  • Cost of living: High energy prices and rising costs are major concerns, especially for seniors.
  • Unfamiliarity with the energy market: Many new arrivals are unfamiliar with Australia’s privatised energy market and default to providers based on expectations from their home countries.
  • Clean energy transition: Seniors show less interest than new migrant families, with concerns about costs and lack of in-language information.
  • Barriers for members with vulnerability: Digital exclusion, language barriers, and poor accessibility standards in billing and communications are compounded by culturally inappropriate support and lack of awareness of hardship programs.
  • Preferred engagement: CALD communities prefer face-to-face interaction, community-centred approaches, and trusted networks such as ethnic media, religious leaders, and community organisations.

Opportunities for impact

  • Develop targeted education programs: Partner with migrant resource centres and community organisations to deliver workshops and information sessions tailored to the needs of CALD communities.
  • Host family-friendly and culturally relevant events: Organise community gatherings, cooking workshops, and interactive activities that make energy information accessible and engaging for all ages.
  • Create accessible print and digital resources: Produce materials in multiple languages and formats, making sure information is easy to understand and available both online and offline.
  • Empower community leaders and advocates: Provide training and support for community leaders, bilingual educators, and trusted intermediaries to share energy information within their networks.
  • Co-design communication strategies: Work directly with CALD communities to develop and test messages, materials, and outreach approaches that reflect their preferences and cultural contexts.
  • Focus on practical benefits: Highlight cost savings, financial assistance, and real-life examples in communications to address immediate concerns and motivate engagement.
  • Strengthen partnerships with ethnic media: Collaborate with radio stations, newspapers, and social media channels that serve CALD communities to reach wider audiences.
  • Improve accessibility and support: Make sure customer service teams are trained in cultural awareness and provide interpreter services, helping CALD customers access information and assistance more easily.