Customers
Customer debt
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 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).