The Guide Dogs Queensland Empowering Energy Efficiency program was developed to support people with low vision and blindness to better understand and manage their household energy use, while increasing confidence and independence when engaging with the energy system.
The program focused on improving energy literacy, increasing access to concessions and support services, and building practical skills to help participants navigate bills, retailers, tariffs, and available assistance options. Delivered by the GDQ team of Jonathan, Brent, and Ashleigh, the program was underpinned by strong collaboration with the wider energy sector to ensure content was relevant, accurate, and accessible.
A key feature of the program was the development of fully accessible resources in braille, large print, audio, and digital formats. These were supported by a dedicated online landing page and a mix of delivery methods including webinars, face to face workshops, and in home assessments. Workshops covered practical topics such as how to read and understand energy bills, compare tariffs, identify high energy use appliances, and access rebates and hardship support. Participants also received tailored one on one guidance, follow up support, and referrals to the Energy and Water Ombudsman where appropriate.
The program also extended its impact beyond the community by working with more than 200 frontline staff at Ergon Energy across Queensland. Through Low Vision Immersion sessions, staff experienced simulated low vision environments using goggles to better understand how customers with vision loss interact with information such as bills, computers, and smartphones. This initiative helped build empathy and improve communication between energy providers and customers with low vision and blindness.
At a systemic level, the GDQ team contributed to national advocacy efforts by submitting a paper to the Australian Energy Regulator (AER) recommending improvements to guidelines used by energy providers when communicating billing and account information. Following this, the team has been invited to collaborate on the review and development of updated AER guidelines. In March 2026, GDQ also met with the Behavioural Economics Team of the Australian Government (BETA) and is now working with them to improve the accessibility of federal energy guidelines for people who are blind or have low vision.
Across Queensland, the program delivered 39 group information sessions and 20 individual consultations in locations including Brisbane, Gold Coast, Toowoomba, Wide Bay, Bribie Island, Gympie, Gladstone, Rockhampton, Mount Isa, Townsville, Cairns, and Atherton, reaching 307 participants in total. GDQ also partnered with Queensland Disability Network and CPL Disability Services to broaden the reach of program messaging across the sector.
Participant feedback was overwhelmingly positive, with many reporting increased confidence and independence when engaging with energy providers and managing their household energy use.
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