AER annual report on the performance of the retail energy market 2014-15

Annual performance
Release date: 
23 November 2015


The AER is responsible for reporting on energy retailers’ performance under the National Energy Retail Law. We must also report on the affordability of energy for households.

Our annual retail market performance report provides valuable information about how energy retailers are performing in general, and how households are faring in the energy market.

Specifically, it includes:

  • An overview of the retail market: retailers’ shares of small and large customer markets, the number of customers on standard and market retail contracts and switching activity.
  • Energy retailer performance: customer service and complaints, the assistance given to customers experiencing payment difficulties (including hardship programs) and disconnections.
  • An energy affordability analysis: estimates the annual bills of households, including as a proportion of household disposable income.

This 2014-15 annual retail market performance report presents data on retailers selling electricity and gas in jurisdictions that had adopted the Retail Law prior to 30 June 2015. Those jurisdictions are New South Wales, the ACT, South Australia and Tasmania (for electricity only). Queensland adopted the Retail Law on 1 July 2015 and we will report on retailers in Queensland in future quarterly and annual performance reports.

In addition to publishing the report, we also publish data collected from energy retailers each quarter on a range of indicators. This data can be downloaded from our retail statistics page.