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.

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