Improving Deceased Account Management with a Clear and Compassionate Approach

At A Glance

With more than 4 million customers across multiple service streams, this Australian energy provider identified gaps in how active-supply deceased accounts were managed.

Without a consistent process, accounts remained active longer than intended, complaints increased, and estate representatives were required to navigate multiple teams during an already difficult time.

By partnering with Phillips & Cohen, the provider implemented a clear, centralised approach to deceased account management improving operational control while delivering a more compassionate and consistent customer experience.