The Australian Energy Regulator (AER) has today published its quarterly retail performance report for the October–December 2025 period.
This is the first report we have published since requiring retailers to report new data on different customer segments in the retail energy markets.
This new data provides additional insights on customers in embedded networks, customers affected by family violence, customers registered as requiring life support equipment, meter and tariff types and expanded debt and billing complaint metrics.
Energy debt and the ability of customers experiencing financial difficulty to repay debt and current usage costs remains a concern. The average electricity and gas debt held by customers participating in a hardship program has increased significantly since the same time last year. This deepens the challenge of repayment and further highlights the need for retailers to provide effective and timely support.
Customers affected by family violence experience higher levels of payment difficulty and are significantly more likely to be in a hardship program or on a payment plan. Monitoring these metrics is a priority for the AER so we can track retailers’ compliance efforts to identify customers affected by family violence and offer them a range of appropriate support options.
Of those customers registered as requiring life support equipment, 69% have provided medical confirmation. This is an important step as without it the retailer/distributor can de-register the customer.
Overall, 3% of overall authorised retailers’ customers are in an embedded network. While this cohort has similar rates of electricity debt to customers outside embedded networks, they are significantly less likely to be receiving assistance via a payment plan or a hardship program.
Customer complaints increased compared with the October–December 2024 period but are lower than the July–September 2025 period, which reflects the seasonally higher number of billing complaints following price increases typically communicated to customers in July.
Most customers (68%) in National Energy Retail Framework (NECF) regions are on plans with a flat or single rate tariff. However, the transition to smart meters is progressing and 60% of residential and small business customers now have meters that allow them to track usage and access a wider range of tariffs, including time-of-use and the Solar Sharer Offer.
Background
Retailers are required to regularly report a series of metrics to us related to their performance, including customer numbers, contract types, complaints, energy debt, payment plans, hardship programs, disconnections and reconnections.
We publish this data on a quarterly and annual basis and provide commentary and analysis that contributes to understanding and decision-making in the retail markets.
Our flagship Annual retail markets report provides analysis and commentary on market share, energy affordability, and difficulties consumers face in paying their energy bills. Our report helps guide us on issues that matter most to consumers.