Understanding financial vulnerability

As part of our work to ensure affordability and support for vulnerable customers, Icon Water has commenced community consultation to listen and better understand financial vulnerability.

We will build on our current insights as we continue to review and refine our programs that support our customers and their ability to pay.

Phase 1 – Community organisation interviews (March – April 2024)
The initial phase of consultation will focus on understanding the experience of financial assistance organisations and gain insights into financial hardship more broadly – what are the challenges and opportunities we should consider for our policies and programs, and what can we learn from them.

Phase 2 – Customer interviews (April – May 2024)
The second phase will focus on speaking to our customers who are in financial hardship and/or financial vulnerability. Through understanding personal and individual lived experience, we can co-design support that is effective in meeting our customers’ needs.

Phase 3 – Customer survey (May – June 2024)
The final phase will focus more broadly on community perspectives of vulnerability and financial hardship support and accessibility.

FINDINGS REPORT will be available in July 2024.

Find out more about our current financial support services and Staying Connected hardship program here.