On 24 December 2025, the AER published retail energy market performance data for Q1 2025–26 (July to September 2025), which includes 5 quarters of data from Q1 2024–25 (July 2024) 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 (Retail Law) and National Energy Retail Rules (Retail Rules). Changes announced in August 2024 were intended to improve visibility of customers retailers have specific requirements to support, improve definitional clarity and comparability between retailers, and provide greater reporting precision and explanatory value.
This 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 experiencing family violence, life support customers, rollout of smart meters, and certain tariff types. It also includes expanded metrics related to debt and complaints. The Explanatory statement published alongside the Guidelines outlines the new indicators and refinements to existing indicators.
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, contracts, switching, and new metrics related to meters and tariffs
- Schedule 3: customer services, customers using Centrepay, missed pay on time discounts, credit collections, concessions, disconnections, and expanded metrics related to call centre contacts, payment plans, complaints and debt (excludes hardship customers)
- Schedule 4: hardship program numbers, hardship debt, hardship concessions, hardship payments, hardship program information, hardship assistance offered, and hardship disconnections and reconnections
- Schedule 6 (new): 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.