Customers
Customer churn
AGL's energy consumer churn remained stable at 15.7% (a decrease of 0.1 ppts from 15.8% in FY24). AGL's churn was also 4.3 percentage points lower than the rest of the market churn, driven in part by our multi-service offerings and Netflix partnership which helped drive strong customer retention through differentiated value propositions.
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. |