There has been a significant drop in churn numbers during FY20 due to COVID-19. AGL's churn rate has dropped to 14.3% in FY20 which is still lower than average churn experienced in the rest of the market.
Churn is defined as a completed transfer of a customer to a competing retailer.
Churn figures relate to residential and small business energy customers and do not include commercial and industrial customers.
Rest of market churn refers to churn that takes place in the energy market excluding churn from AGL.