Austin Energy’s Expanded Medical Registry Bolsters Vulnerable Customer Care

Austin Energy has redefined how it supports medically vulnerable customers through the conversion of its Medically Vulnerable Registry into a holistic, customer-centered care program. By digitizing enrollment, integrating real-time outage verification, and automating billing relief workflows, the utility has created a seamless, responsive support system. Through the expansion of community partnerships, proactive field outreach, and individualized case management, Austin Energy has improved preparedness and reduced escalations, while portable battery solutions have enhanced resilience during outages. Through its efforts, the utility has significantly increased registry enrollments, improved customer satisfaction, and built a scalable, sustainable model rooted in empathy. Austin Energy won Chartwell’s 2026 Gold Serving Vulnerable Customers Award.

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