AWARDS FINALIST: Mercury’s customer care in collaboration with community

Mercury says changing its approach to retail credit and collections to a customer care-led model is helping identify and help at-risk households early.

At the heart of this change is a collaboration with a trusted network of more than 70 NGOs and 30 government representatives that has helped thousands of households stay connected and access broader support services.

Mercury says the results speak volumes; since June last year, it has had no post-pay disconnections for customers in hardship.

Late payment and reconnection fees have been waived or refunded since August 2023, and around a quarter of customers supported by the customer-care team have successfully stabilised their accounts.

Partners

Mercury says its community partnerships are enabling wraparound support that addresses the root causes of hardship.

Programmes like a Winter Energy Study with Kāinga Ora trialled capped bills for almost 800 households, improving well-being and reducing stress.

A debt-discount trial with The Fono helped customers with high arrears - some of whom had previously been unreachable - to get a fresh start.

Mercury has also contributed to sector-wide change. Its two-year "hidden hardship" research project, co-led with Genesis and community groups, identified barriers faced by customers falling through the cracks.

The findings informed a new set of principles - trust, giving community a voice and mana-enhancement - that Mercury has embedded as principles in its customer care programme and that have influenced the design of the ERGANZ Community Network.

Culture

Mercury says the initiative has reshaped the company's retail culture and also improved its debt recovery.

Staff describe their work as "more than just a job," and community partners now see Mercury as more of a trusted ally.

One organisation even shared that it feel excited when a client named Mercury as their provider - because they know support will be swift, respectful and effective.

The annual Energy Excellence Awards will be held in Wellington on 13 August. The Community Initiative of the Year award is sponsored by Eagle Technology.