Customers
Customer debt
The average level of debt of customers on Staying Connected increased in FY22. While we have delivered improvements to reduce the number of customers requiring support on the program and the total debt under management, the profile of customers remaining on Staying Connected has shifted to primarily those with long-term payment difficulties who are continuing to pay below the cost of their ongoing consumption, contributing to accumulation of debt. This has resulted in the average debt per Staying Connected customer increasing by 7% in FY22 to $2,973. The average level of debt for mass market customers decreased by 17% compared to FY21.
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.
From FY19 onwards AGL changed its calculation methodology for determining the average energy debt of all AGL customers to account for all AGL's energy customers, rather than only those with debt.
Click Energy customers (acquired during FY21) are included in the data from FY21.