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Customers

Customer services

Total electricity and gas customer services increased 2.1% to 3.784 million, from 3.708 million reported at 30 June 2019. Consumer electricity customer service numbers have increased as a result of growth in Victoria and New South Wales. Consumer gas customer service numbers have increased due to growth in Victoria and Western Australia. Targeted campaign activity coupled with a decline in churn has contributed to the growth in electricity and gas customer numbers.

AGL's Southern Phone Company's customer services have remained flat year-on-year; however, the spread of service categories has changed in line with the continued adoption of NBN. This change of service spread saw the ongoing decline in home phone being offset by a growth in both the mobile and internet categories. Growth in voice over internet protocol (VoIP) services has been driven by the ongoing migration away from traditional copper based home phone technologies along with successful VoIP cross-sell campaigns.

FY16

FY17

FY18

FY19

FY20

Customer Energy Services - New South Wales

Gas

674,528

657,287

643,438

629,635

622,347

Electricity

812,424

811,717

827,414

848,772

865,752

Total

1,486,952

1,469,004

1,470,852

1,478,407

1,488,099

Customer Energy Services - Victoria

Gas

533,579

531,483

528,217

543,823

559,243

Electricity

642,331

643,206

663,292

684,653

708,969

Total

1,175,910

1,174,689

1,191,509

1,228,476

1,268,212

Customer Energy Services - South Australia

Gas

132,167

132,049

131,003

130,276

132,311

Electricity

410,105

389,273

368,333

366,337

363,923

Total

542,272

521,322

499,336

496,613

496,234

Customer Energy Services - Queensland

Gas

79,043

81,744

82,540

84,476

86,243

Electricity

396,987

406,645

376,023

377,143

378,272

Total

476,030

488,389

458,563

461,619

464,515

Customer Energy Services - Western Australia

Gas

21,348

42,667

67,589

Electricity

-

-

1,497

Total

21,348

42,667

69,086

Total Customer Energy Services

Gas

1,419,317

1,402,563

1,406,546

1,430,877

1,467,733

Electricity

2,261,847

2,250,841

2,235,062

2,276,905

2,318,413

Total

3,681,164

3,653,404

3,641,608

3,707,782

3,786,146

Broadband and phone services

Internet

43,292

Mobile

82,795

Voice

42,150

Total

168,237

Total services to customers

3,681,164

3,653,404

3,641,608

3,707,782

3,954,383

Notes

  • Customer service numbers as at 30 June 2020.

  • Electricity and gas data comprises AGL's residential, small business, and commercial and industrial customers, and includes Powerdirect.

  • AGL commenced reporting of gas customer services in Western Australia in FY18 following its entry into the Western Australian retail gas market in FY17.

  • AGL acquired Southern Phone Company in December 2019. AGL's Southern Phone Company customer services are reported as at 30 June 2020.

  • AGL's Southern Phone Company customer service numbers reflect services-in-operation (SIOs) connected. Customers may have one or more SIOs. As at 30 June 2020, the ratio of products (SIOs) per customer was 1.86

  • Numbers may not sum due to rounding.

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