YARRA VALLEY WATER Supporting our Customers Ciara Sterling - Head of Community Inclusion

THE HISTORY OF WATER We have a proud history in ensuring: Our values align with that of the broader community We support the health and wellbeing of our community members We have done this through: Giving our customers a voice Responding to the needs they present Developing and implementing initiatives that respond to and assist in the prevention of customer issues.

WHAT IS THE CURRENT SITUATION?

VULNERABILITY AND HARDSHIP “Vulnerability happens to everybody and is part of normal life… and if we recognise what it is, then we can be supportive” - Sue Fraser, Uniting Kildonan

VULNERABLE PYRAMID MODEL Low Managing Increased capacity to pay on time through targeted campaigns Budgeting Risk and cost to the business Minimise transition into long term hardship through targeted outreach programs At Risk Hardship Prevent further accumulation of debt and provide additional targeted support through case management High 1

WATER CARE PROGRAMS Case management Payment arrangements Our position: Assume people are telling the truth and work together Trained respectful and effective conversations around: Case management Payment arrangements Government assistance programs Self harm & suicide management Family violence Referral pathways

Arrange and Save Compliance Rate Drought Price increases 2017 Of customers who transition out of hardship stay on track and do not bounce back 2007 Increased amount of customers OUTCOMES Behavioural change Fewer referrals to debt collection agencies Higher engagement levels Positive return

THRIVING COMMUNITIES PARTNERSHIP Our Mission The Thriving Communities Partnership is a cross‐sector collaboration with the goal that everybody has fair access to the modern essential services they need to thrive in contemporary Australia: including utilities, financial services, telecommunications and transport. www.thriving.org.au

Today The Thriving Communities Partnership is a collaborative network of over 140 organisations across corporate, community and government sectors. Leading this movement are our partner organisations who contribute capital, consulting services and intellectual property to toward our activities.

THANK YOU yvw.com.au