Consumer Experiences Following Energy Market Reforms in Victoria: Qualitative Research With Community Support Workers

Larissa Nicholls, Kari Dahlgren

Research output: Book/ReportCommissioned ReportResearch


The Consumer Experiences following Energy Market Reforms in Victoria project investigated how financially stressed and vulnerable consumers are faring in the current energy market.

From their network of community support organisations, Consumer Policy Research Centre recruited research participants who regularly assist household clients experiencing energy issues. Between August 2020 and May 2021, Monash University researchers interviewed forty-four support workers from 18 community organisations. Twenty-one interviews were conducted (as groups with other colleagues), predominately online via Zoom and occasionally by phone.

Interviews were semi-structured to cover a range of client experiences and energy market topics. Participants were invited to raise and describe any improvements or recent issues of concern encountered when assisting households with energy bill payment difficulty or other issues involving retailers or the energy market.
Original languageEnglish
Place of PublicationClayton VIC AUS
PublisherMonash University
Commissioning bodyConsumer Policy Research Centre Limited
Number of pages59
Publication statusPublished - 22 Jun 2021

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