Customer debt

Both total average debt across AGL's consumer portfolio and AGL's Staying Connected customer debt have decreased, mainly due to AGL's delivery of debt relief and payment matching initiatives, and the introduction of proactive communications to customers who may be experiencing financial hardship.


  • Staying Connected is AGL's program for customers who have been identified to be 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. C&I customers are defined as large business customers.

  • During FY19, AGL changed its calculation methodology for determining the average energy debt of all AGL customers to account for all AGL customers, rather than only those with debt.

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