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ItemEnhancing Access and Support for Water Customers with Cognitive Disabilities: A Guide for Water BusinessesMaker, Y ; Callahan, A ; McSherry, B ; Paterson, J ; Brophy, L ; Arstein-Kerslake, A (Essential Services Commission, 2020)This document is designed to assist water businesses to maximise accessibility and support for customers in a manner that is consistent with best practice in terms of water businesses’ regulatory obligations. It is based on research conducted with people with cognitive disabilities and their representative organisations.
ItemSensitive and Appropriate Engagement with Consumers Experiencing VulnerabilityMaker, Y ; Hudson, N ; McSherry, B (Essential Services Commission, 2021-01-31)Consumer vulnerability has received increasing attention from Australian regulators and regulated businesses in recent years. There has been growing discussion of the role of markets in creating or exacerbating vulnerability — meaning ‘harm, detriment or disadvantage’ — and the role of regulators in addressing this.