Bastion Insights - Vulnerability in energy study report - July 2022

With the publication of the strategy, we also published our Lived Consumer Experience research. In May 2022, we engaged by Bastion Insights to form a community of consumers with lived experience of vulnerability in the energy market. Experience ranged from being unable to exercise choice or pay their bill, having entered a hardship program or experienced disconnection for non-payment, or having had difficulty engaging with a consumer-facing energy business in their preferred way.

The research undertaken by Bastion insights helped us deepen our understanding of the lived experience of consumers and support the Towards energy equity strategy.