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Jemena joins CareRing

Jemena is the first energy distributor to join customer care initiative CareRing, which connects vulnerable customers to a central and coordinated network of support services.

Developed by Kildonan UnitingCare, CareRing brings together utility companies, financial institutions and other organisations to provide multi-faceted support to customers at risk of financial hardship.

CareRing services are delivered by Kildonan staff and include face-to-face and phone counselling, microfinance or referral to relevant agencies for additional support.

Services range from financial counselling through to in-home energy visits designed to help customers get insight into their energy usage and reduce their overall energy bill.

Triggers by which a customer could be referred to CareRing include inability to meet payment arrangements or other issues identified by our customer service team such as social isolation or mental health issues.

Jemena Customer Relations Manager Steve Dooley said CareRing provided a practical way to support vulnerable customers in its electricity network.

“As an energy distributor, we’re out in the community every day, so it’s great to be able to easily connect customers to a central, free and confidential support network,” he said. 

Other CareRing members include ANZ, NAB, Origin, Western Water and Yarra Valley Water