On 2 April 2026, the AER published retail energy market performance data for October to December 2025 (Q2 2025–26), which includes 5 quarters of data from October to December 2024 (Q2 2024–25) and 5 years of annual data from 2020–21.
From 1 July 2025, energy retailers were required to submit an expanded set of information and data to the AER relating to their performance under the National Energy Retail Law and National Energy Retail Rules. This has improved visibility of customers experiencing vulnerability, definitional clarity and comparability between retailers, and provided greater reporting precision and explanatory value.
The information and data is set out in the AER (Retail Law) Performance reporting procedures and guidelines (the Guidelines) and includes new data relating to embedded network customers, those affected by family violence, life support customers, rollout of smart meters, and certain tariff types. It also includes expanded metrics related to energy debt and customer complaints. The Explanatory statement published alongside the Guidelines outlines the new indicators and refinements to existing indicators.
This quarter, we have provided an accompanying slide pack of key trends, which also includes the new metrics to help provide new insights into customers experiencing vulnerability.
Schedule 1 is included in the Guidelines and provides a glossary of key terms and definitions.
The data is provided in 4 separate spreadsheets and modelled on the schedules in the Guidelines.
- Schedule 2: customer numbers, switching, contracts, meter installations, tariffs
- Schedule 3: complaints, debt (excludes hardship customers), Centrepay, missed pay on time discounts, credit collections, payment plans, concessions, disconnections
- Schedule 4: hardship customer numbers, hardship debt, hardship concessions, hardship payments, hardship program information, hardship assistance offered, hardship disconnections, hardship reconnections
- Schedule 6: embedded networks, customers on life support and customers affected by family violence.
(Note Schedule 5 is currently dormant)
The data is published in an Excel format to enable stakeholders to easily download and use the statistics.