Customers
Customer churn
AGL churn has increased predominately due to churn of Click Energy customers and heightened competition, which has also resulted in the increase in Rest of Market churn.
Notes
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.
FY21 Rest of Market churn has been normalised to reflect the removal of Click Energy churn and was previously reported as 19.7%.