Customers

Customer debt

The total average debt across the mass market customer portfolio increased by 7%, with cost-of-living pressures leading to an increase in the number of customers who are unable to pay their energy bills by the due date. The average debt per Staying Connected customer reduced by 21% in FY24 to $2,025 due to direct financial support provided to Staying Connected customers through debt relief and payment matching.

Notes

Staying Connected is AGL's program for energy customers who have been identified as being in financial hardship.

The average energy debt represents the outstanding debt at the customer (rather than account) level as of 30 June in the relevant reporting year.

Debt levels include GST.

Data excludes Unknown Consumers and Commercial & Industrial (C&I) customers. An Unknown Customer is a person/s consuming energy at the property without a registered AGL account.

The average energy debt of all AGL customers includes all AGL's energy customers, not just those with debt.

Click Energy customers (acquired during FY21) are included in the data from FY21.

From FY23 onwards the average energy debt of all AGL customers does not include clearing restricted debt (where bill has been issued but invoice has not been presented to customers).