Annual Report on Compliance and Performance of the Retail Energy Market 2016-17

Annual compliance
Annual performance
Release date: 
22 November 2017


On 22 November 2017, we released our Annual Report on Compliance and Performance of the Retail Energy Market. This year we present a combined report addressing performance, affordability, and compliance outcomes. It is a requirement of the National Energy Retail Law that this information is published annually.

The report covers the territory and states where the Retail Law applies: the ACT, New South Wales, Queensland, South Australia and Tasmania (electricity only). Our analysis of energy affordability also includes Victoria, as part of the National Electricity Market.

The Australian energy market is in transition and the AER is working to place the needs of customers at the heart of this significant technological, policy and behavioural change.

Our report features:

  1. An overview of the retail market: retailers’ share of residential and small business customer markets, the number of customers on standard and market retail contracts and switching activity.
  2. Energy retailer performance: customer service and complaints, the assistance given to customers experiencing payment difficulties (including hardship programs) and disconnections.
  3. Energy affordability analysis: the range in prices of available offers in each distribution zone and estimates of annual household bills, including as a proportion of household disposable income.
  4. Our compliance activities across monitoring, enforcement and community engagement.


The report includes the following quick reference infographics highlighting key information:

Please note that following the publication of the infographics, we identified errors in the South Australian Overview infographic. The electricity energy (non-hardship) debt figures should read $938 instead of $901 and up $210 instead of $173. The gas energy debt figure should read $459 instead of $386 and up $81 instead of $8.


We are aware that some information may not be accessible to some people. Please contact us at or 1300 585 165 if you need information that is not accessible to you.