In FY25, the average debt across mass market customers increased by 1.5%, remaining steady compared to the previous financial year. This is largely attributed to the impact of various government funding initiatives, which played a significant role in easing overall customer debt levels.

Debt for customers on Staying Connected increased by 16% in FY25, as the vast majority of customers on the program are on repayment plans at a rate less than their monthly consumption. This is largely attributed to broader economic challenges, which have prompted more customers to reach out for support in managing their energy arrears.
$76 million in direct financial support, including debt relief and payment matching, was provided to customers through AGL's two-year Customer Support Package. Of this, $56 million was delivered in FY24 and $20 million in FY25.