How We Helped Alinta Energy Rebuild Customer Trust Through Video

In 2024, Alinta Energy launched a brand refresh focused on strengthening customer trust and helping Australians better manage rising energy costs.

They knew that clear, accessible communication would be critical, especially as customer complaints were rising and trust in energy retailers was under pressure.

That is where we came in.

Alinta Energy partnered with us to create a series of short animated explainer videos that would simplify complex energy topics and offer genuine support to their residential customers.

Here is how we helped them bring this initiative to life and the impact it had.

Setting the Foundation: Project Objectives

Working closely with the Alinta Energy team, we set four clear goals for the video series:

• Build Trust: Reassure customers that Alinta Energy puts their financial wellbeing first

• Bring the Brand Promise to Life: Show their commitment to helping customers today and creating solutions for tomorrow

• Provide Real Value: Offer clear and practical content that customers could use to manage their energy costs

• Deepen Engagement: Strengthen the relationship between Alinta Energy and their residential customers

Understanding the Audience

We knew the audience was made up of everyday Australians feeling the pressure of rising living costs.

Energy is often seen as complex and confusing, so we kept the content:

• Short and easy to understand

• Practical and focused on real customer challenges

• Directly linked to things customers cared about, like bills, energy usage, and saving money

Every creative decision was made to make energy feel simpler and more manageable for customers.

Our Approach to Content Development

We developed six animated explainer videos, each addressing a specific pain point we knew customers were facing.

To make sure the content stayed engaging, we:

• Kept every video short and focused

• Used clear and relatable storytelling

• Paired each video with a longer article for customers who wanted more detail

The goal was to create helpful content that respected the audience’s time while offering real value.

The Videos We Created

Here is what we delivered for Alinta Energy:

Your Bill Explained

This video helped demystify one of the most common pain points—understanding your energy bill.

We broke down the key sections of a typical bill, including charges, usage data, discounts, and contract details.

We used real-world scenarios to explain things like meter reads and estimated bills, helping customers spot any issues and take action early.

The goal was to make customers feel more in control, more informed, and less overwhelmed when they opened their bills.

Tariffs Explained

Tariff structures are often complex and confusing, but they can have a real impact on how much customers pay.

In this video, we explained the difference between flat rates, time-of-use tariffs, and demand tariffs, and showed how each one works in simple terms.

We encouraged viewers to check what tariff they were on and to contact Alinta if they were unsure whether they were getting the best value.

We also highlighted that tariffs can vary by location, helping set clear expectations without overpromising.

Using Your Smart Meter to Improve Energy Use

Smart meters are a powerful tool, but many people do not fully understand how to use them.

We created a clear, supportive video that showed how smart meters can help customers track energy usage in near real-time.

We covered how to spot energy-hungry appliances, how to avoid peak rates, and how this data could help prevent bill shock.

We also let customers know about Alinta’s free smart meter upgrade program—making it easier to take advantage of these tools.

Avoiding Bill Shock

This video focused on one of the most frustrating customer experiences—unexpectedly high bills.

We explained the common causes, like seasonal usage changes, appliance inefficiencies, or being on the wrong plan.

Then we gave practical steps to stay ahead of bills, such as tracking usage with a smart meter, setting up bill smoothing, and checking for plan updates.

The tone was calm and constructive, aimed at helping customers feel empowered rather than blamed.

Finding It Tough to Pay Your Bill

Financial stress is a growing issue, and many people hesitate to ask for help.

This video was designed to be reassuring and human, letting customers know they were not alone and that Alinta was ready to support them.

We explained options like payment extensions, monthly billing, and how to request help from a third party.

We kept the language warm and approachable, reducing the stigma around seeking assistance.

Going Through a Rough Patch Financially

This final video widened the lens to recognise broader financial hardship beyond just energy bills.

We walked through all the ways Alinta can help—flexible payment plans, referrals to government assistance, and access to financial counselling.

The message was simple: if you are doing it tough, Alinta Energy is here to help and ready to work with you.

This video helped strengthen the sense of partnership between the brand and its customers.