Retail statistics

The AER is responsible for reporting on 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.

Each year the AER must publish a retail market performance report. In addition to the report, this page contains data collected from energy retailers each quarter on a range of indicators, including:

  • Customer numbers
  • Contract types
  • Complaints
  • Energy debt
  • Payment plans
  • Hardship programs
  • Disconnections and reconnections

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 recently released Guidance Note.

Recently AGL has advised us of significant errors with the information it has provided, impacting on many reporting metrics over the financial year 2017-18. Given AGL's share of the retail market and the impact such errors have on aggregate results, we have decided to remove all retail performance data from our website until further notice. We are currently examining the implications of AGL’s failure to submit accurate and timely information.

We expect to release all quarterly reports for financial year 2017-18 on our website in December 2018.  In the meantime, should you require any specific retail performance data, please do not hesitate to contact the team at marketperformance@aer.gov.au.