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Customers

Our energy consumer churn of 16.7% was 4.9 percentage points lower than the rest of the market and 0.6 percentage points higher than our FY25 level. This was driven in part by growth in our multi-service offerings and the expansion of our partnerships with Netflix, BP and BP Pulse. As electrification adoption grows and cost-of-living pressures persist, we have continued to educate and deepen engagement with our customers, helping them take control of their energy use and manage their costs.

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.

Data excludes Ovo Energy Australia.