Average level of debt of customers on Staying Connected
Staying Connected customer numbers have decreased in FY20. There was a reduction in customers entering the program due to an improved uptake of alternative medium-term payment solutions that allow customers to manage their consumption and arrears over a longer term, as well as an increase in customers successfully completing the program as a result of overall program enhancements. Additionally, we have seen a preference for customers to access the COVID-19 Customer Support Program over Staying Connected.
Staying Connected is AGL's program for energy customers who have been identified as being in financial hardship.
The number of customers relates to the number of customers on the program as of 30 June in the reporting year.
The average level of energy debt calculated represents the outstanding debt at the Staying Connected customer (rather than account) level as of 30 June in the reporting year.
Debt levels include GST.