Customer churn

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.

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