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.