Customers
Customer churn
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.
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. |
