AER annual report on the performance of the retail energy market 2012-13 (revised)

Annual performance
Release date: 
26 November 2013


The AER is responsible for reporting on retailer performance under the National Energy Retail Law. The Retail Law commenced in the ACT and Tasmania (for electricity only) on 1 July 2012 and in South Australia on 1 February 2013. This 2012-13 report presents data on energy retailers selling electricity and gas in these jurisdictions. It includes a full year of data for those retailers in the ACT and Tasmania and six months of data (from January to July 2013) for those retailers operating in South Australia. New South Wales commenced the Retail Law on 1 July 2013 and future performance reporting will extend to New South Wales.

This is our first annual retail market performance report, which consolidates quarterly data reported on such indicators as customer service and complaints, energy bill debt, and disconnections and reconnections. It also reports on the number of customers receiving energy concessions, payment of security deposits (and the value of those deposits). This report also contains our first report on energy affordability.

On 11 February 2014 the AER revised and republished its annual retail performance report for 2012-13 following the resubmission of complaints and hardship data by EnergyAustralia.

The revised report has been amended to reflect the resubmitted data, as well as minor amendments to payment plan data from Origin Energy. Amended charts are listed in the Revisions to data section of the report. Amended text is shown in red.