Vulnerable customer experiences issues communicating with provider

Published on 27 July 2026

Doug* is a person with a disability who was struggling with his energy bills. His plan was on a demand tariff, which charges customers based on the period of highest electricity use during the billing period. Doug believed this was contributing to his high bills, so he asked his energy provider to move him to a different plan and set up a payment plan. He also applied for the Home Energy Emergency Assistance Scheme (HEEAS).

The provider agreed to set up a payment plan. However, Doug later noticed the payments weren’t being taken from his account. He wrote to the provider again to follow up. They did not reply to his email and tried to call him. Because of his disability, Doug had an arrangement where all communications were in writing. Despite reminding his provider of his disability, the provider continued to contact him by phone.

Doug wrote to EWOQ for help. 

Here's how EWOQ helped

We stepped in and contacted Doug’s energy provider. We asked them to put debt collection on hold while we investigated. We confirmed with the provider that they had received Doug’s communications and asked them to address his concerns. We also confirmed that the provider would communicate with Doug in writing, in line with his accessibility needs. 

Outcome

The provider confirmed it had received Doug’s HEEAS application, moved him to a more suitable energy plan and set up a payment plan. The provider also waived the previous demand tariff charges. The provider also confirmed they would communicate with Doug in writing and provided additional ways for him to contact them.

Doug was extremely grateful that EWOQ was able to facilitate a resolution. He was glad to finally have his problems addressed. 

What can you do?

If you’re having difficulty paying your bills, contact your provider as early as possible. They may be able to offer assistance such as payment plans, hardship support or other options to help you stay connected.

If you have accessibility requirements, let your provider know and ask for your needs to be recorded on your account. Providers should work with you to communicate in a way that meets your needs. 

If you've contacted your provider and are unable to resolve the issue, EWOQ may be able to help.

For more on what to do when you’re struggling to pay a bill, visit Payments and defaults.

*name changed to protect privacy.