Performance reporting

The AER is responsible for reporting on energy retailer performance under the National Energy Retail Law (Retail Law). The Retail Law commenced in the Australian Capital Territory and Tasmania (for electricity only) on 1 July 2012, in South Australia on 1 February 2013, New South Wales on 1 July 2013 and Queensland on 1 July 2015.

The AER publishes data collected from energy retailers on a range of indicators, 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. In the Annual Report we also publish data relating to energy distributor performance. 

Retailers are required to report a series of metrics related to the performance of the retail markets to the AER on a regular basis. These requirements, and our focus on accurate retailer performance reporting, are set out in our Guidance Note.

AGL advised us of significant errors with the information it has provided, impacting on many reporting metrics over the financial year 2017-18. While AGL has resubmitted a complete data set for 2017-18, it has indicated that previous years’ data may still be inaccurate. This should be taken into account when drawing trends in jurisdictions where AGL is active.

If you require any specific retail performance data, please do not hesitate to contact the team at marketperformance@aer.gov.au.