Empowering Seniors with Clarity, Confidence, and Compassion
Fiona Hawthorne
Fiona Hawthorne
For Fiona Hawthorne, joining the Council on the Ageing Queensland’s Energy4Seniors project felt like coming full circle. Having spent many years working in energy literacy, she was encouraged by former colleagues who believed she had valuable skills to offer. Their confidence in her abilities—and her desire to make a meaningful contribution—led her to become a Volunteer Energy Champion.
“When I heard about the E4S program, I felt I could contribute something back to the community,” Fiona said.
Helping Seniors Feel Safer, Smarter and More Informed
Fiona’s work is guided by a simple philosophy: if even one older person becomes aware of a concession they were missing, gains confidence in a new technology, or feels safer because of the knowledge she shares, then the effort is worthwhile.
She sees firsthand how many seniors feel overwhelmed by a world that increasingly pushes them toward websites, chat bots, and automated responses—even for basic services like banking, telecommunications and energy. These rapid technological shifts leave many older consumers feeling frustrated and forgotten.
Through COTA Queensland’s Energy4Seniors, Fiona provides something rare and deeply valued: face-to-face support.
Participants benefit greatly from:
• Understanding their energy bills, especially the retailer-provided section showing whether they are on their best plan
• Learning and applying for concessions that can reduce their costs
• Gaining correct information about smart meters, helping reduce fear and confusion caused by misinformation
• Feeling safer with clear explanations of the smart meter installation process
Fiona is especially proud of helping scam-conscious seniors understand how legitimate smart meter upgrades occur—information that can significantly reduce anxiety and prevent misunderstandings.
A Moment of Transformation
One of Fiona’s standout experiences involved an older woman who had stayed on the same default electricity plan since 2007. After her husband passed away, she had felt lost handling household finances.
“At the session, she brimmed with new-found confidence after seeing how easy it is to switch retailers,” Fiona recalled. “She had no clue how to go about it before. Watching that transformation was incredibly positive.”
Moments like these reinforce the value of empowering seniors with clear, practical knowledge.
Staying Informed and Feeling Valued
Being an Energy Champion has also been personally rewarding for Fiona. Since retiring, reconnecting with the energy sector and learning what has changed has kept her informed and engaged.
“I felt valued by the COTA Queensland team and the other Energy Champions,” she said. “It’s been great being updated on the changes in the energy sector.”
A Vision for the Future: Embedding Champions in Community Services
Fiona believes Energy4Seniors could make an even greater impact by placing trained Champions within organisations already working directly with older people.
She imagines:
• Champions based in neighbourhood centres
• Referrals from financial counsellors, in-home service providers and support workers
• Ongoing training so Champions can help seniors understand upcoming changes, such as the Solar Share Offer
• One-on-one support for clients most at risk of missing important information
“It seems a shame to have all these new resources and not use them,” she said.
A Champion for Clarity and Connection
Fiona brings empathy, experience, and a strong commitment to helping older Queenslanders feel more in control of their energy use. Her work is reducing misinformation, growing confidence, and filling the gaps left by digital-only services.
Her dedication reflects the heart of the Energy4Seniors Program:
empowerment through understanding, delivered with patience and care.