Customer churn

AGL continues to face intense competition in the retail market, with consistently high levels of customer churn. In FY19 our customer churn was 17.6%, which was lower than the average churn experienced in the rest of the market, evidence of the strong focus that has been placed on retaining customers.


  • Churn is defined as a completed transfer of a customer to a competing retailer.

  • Churn figures relate to residential and small business customers and do not include commercial and industrial customers.

  • Rest of market churn refers to churn that takes place in the market excluding churn from AGL.

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