This literature review and discussion paper draws primarily on behavioural science to explore why consumer engagement in the Victorian retail energy market is not higher, and to suggest potential interventions to improve the level of engagement. The energy market we refer to covers both residential and small business use of gas and electricity. We define consumer engagement as an ongoing situation in which people are aware of their choices, and are willing and able to exercise those choices to pursue options that best suit their needs; this may involve people switching plans with their existing provider, switching between providers, or merely comparing their options and deciding that their existing provider and plan is best meeting their needs.
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Commonwealth Scientific and Industrial Research Organisation 2017