Customers

Customer debt

In FY26, the average debt across mass market customers increased by 10%. This was largely driven by the end of government funding initiatives and higher energy prices compared with the prior year.

The average debt for customers on Staying Connected increased by 6%, reflecting growing financial pressure on some customers and a greater reliance on hardship support to manage energy arrears. This increase was largely attributable to broader economic challenges affecting household affordability.

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.

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).