Customers
Customer churn
Market churn rose sharply in the first quarter due to the impact of price changes and a highly competitive market, before stabilising across the remainder of the year. The gap between AGL and Rest of Market was 5.1 ppts, an improvement from 4.5 ppts at 30 June 2023, due to a strong focus on customer retention, improved customer experience and impact of bundled telecommunications offerings.
Churn is defined as a completed transfer of a customer to a competing retailer. |
Churn figures relate to residential and small business energy customers and do not include commercial and industrial customers or Southern Phone Company customers. |
Rest of Market churn refers to churn that takes place in the energy market excluding churn from AGL. |
Data excludes Ovo Energy Australia customers. |