Shine a Light: Understanding vulnerability at the intersection of disability and electricity services

In 2022 the Yarra Energy Foundation (YEF) was awarded the Vulnerability Research Grant to undertake their research which delved into the authentic experiences, risks and impacts faced by customers experiencing vulnerability or live with diverse capabilities within the AusNet electricity distribution area. The purpose of this research is to:

  • explore and describe customers’ experiences with disability/chronic health conditions and energy, and how the two intersect
  • understand how household energy behaviours may contribute to specific risks and impacts relating to their disability/chronic health conditions
  • identify actions AusNet could take (itself or with others) to reduce the risks and impacts identified through the research and ensure AusNet’s services are fit-for-purpose.

In addition to conceptual review of vulnerability, YEF conducted:

  • an online survey with 114 participants to establish a broad understanding of vulnerability
  • in-depth interview with 10 customers to gain deeper insights into their experiences
  • creating profiles to showcase the impact of electricity on their daily lives.

Key findings

1. Impact of electricity outages

Power outages put customers at risk, affecting their well-being and daily routines. This can lead to distress and challenges in self-care. While we know outages are inconvenient for all customers, they can affect customers managing disabilities in more, and more serious ways.


2. Intersection of risks

Situational factors can compound risks facing customers managing disabilities, including communications, isolation, environmental hazards, and vulnerable infrastructure.

This is true for planned and unplanned outages.

Many customers with disabilities also experience financial hardship, expressed concerns about their ability to pay electricity bills and the future cost of electricity.


3. Reliance on communications

Communications are critical for many customers with disabilities. Lack of telecommunications can mean loss of support and ability to seek care, and inability to access critical information.

Many discussed the fear and anxiety they suffer during loss of communications. Again, this is not unique to customers with disabilities but is particularly important to this group.

Communications can be lost through devices losing charge or communication providers’ back-up power failing.


4. Strategies for managing risk

Customers employ various technological (e.g., having a backup generator or home battery), social (e.g., visiting friends or family during outages), and behavioural (e.g., charging items using a car, going to bed early) strategies to cope with energy expenses, power outages and associated risks.

YEF has provided a number of recommendations for AusNet and the broader electricity sector (including government) to reduce the identified risks amongst customers experiencing vulnerability. AusNet has responded to these recommendations, identifying initiatives that are already underway to address these risks, or where AusNet can further improve processes to adopt the recommendations.

In addition, YEF has developed three customer profile summaries, which offer a deeper understanding of the daily experiences of vulnerable customers.

All the details including recommendations for AusNet and customer profiles can be found in the report summary and full report.

If you have questions about this research or other customer research initiatives, please email research@ausnetservices.com.au.

If you would like to learn more about YEF's initiatives, we highly encourage you to visit their website.