As we all know, communities in Victoria and NSW are on high alert as flooding threatens entire towns and suburbs.

This is a difficult time for many, and our thoughts are with all those affected.

There will be many energy retailers who need to respond to their customers through this time. These events can create short-term financial and emotional pressure, so retailers must get their message right. No one wants to be the retailer known for sending a bill to a house or business that has been devastated.

So, what should you do?

1. Be proactive about customers who may be experiencing financial hardship during this crisis. This could mean identifying customers in affected regions and contacting them directly.

2. Consider establishing a specialist team to deal with the extra calls and specific needs of affected customers. These needs may relate to hardship or other practical electrical safety concerns.

3. Ensure your primary call centre is prepared to deal with customer vulnerability. It might be time to revisit your training models that deal with this topic.

4. Check if any disconnections are scheduled in the impacted areas and consider deferring further action until the customers have been in contact to clarify their situation.

5. Consider your billing processes for affected areas and enact your policies for natural disasters.

Beyond the human decency we would all extend to our neighbours during a crisis, retailers must also ensure they comply with their regulatory obligations around customers in financial difficulty and hardship – whatever the underlying cause of that difficulty.

Now is a time to demonstrate regulatory compliance while also showing your customers that you care.