Customers
Average level of debt of customers on Staying Connected
The number of customers on the Staying Connected program increased by 18% in FY23. Customers are entering the hardship program earlier when compared to previous years. In FY23, AGL has continued to support Staying Connected customers with the delivery of $18 million of debt relief for customers participating in the program. This support allows customers to focus on paying towards their ongoing energy costs rather than the arrears, which has resulted in the average debt per Staying Connected customer reducing by 13% in FY23 to $2,578. The increase in total average debt across mass market customer portfolio can be attributed to energy price increases and broader cost of living expenses.
Notes
Staying Connected is AGL's program for energy customers who have been identified as being in financial hardship.
The number of customers relates to the number of customers on the program as of 30 June in the reporting year.
The average level of energy debt calculated represents the outstanding debt at the Staying Connected customer (rather than account) level as of 30 June in the reporting year.
Click Energy customers (acquired during FY21) are included in the data from FY21.
Debt levels include GST.