The AER is responsible for reporting on the performance of the retail energy market and energy businesses, including information on energy affordability, difficulties consumers face in paying their energy bills and movements in market share across retailers. Our Annual retail markets report 2024–25 tracks outcomes in this context and helps guide us as the regulator to the issues that matter most to consumers.
The report covers the states and territories where the Retail Law applies: Queensland, NSW, the ACT, South Australia and Tasmania (electricity only). Our analysis of pricing and of customer switching also includes Victoria.
The report includes the following contents:
- Market overview
- Number of retailers actively selling energy to customers
- Market structure
- Market activity
- Pricing and affordability
- Residential electricity prices
- Residential gas prices
- Energy affordability
- Payment difficulties and hardship
- Energy debt
- Payment plans
- Hardship programs
- Customer assistance gap
- Concessions
- Disconnections and reconnections
- Credit collection and credit defaults
- Customer service
- Call centre volumes and responsiveness
- Complaints
- Appendices
- Prepayment meters
- Pricing and affordability methodology
- South Australian service standards
- Distribution network performance
- Map of electricity distribution networks
- Map of gas distribution networks
- Median market offer charts
- Concessions and rebates