Customers

Services to customers

Total electricity and gas customer services increased 5.6% to 4.011 million, from 3.786 million reported at 30 June 2020. The majority of consumer electricity growth in Victoria, New South Wales and Queensland was driven by the acquisition of 198.3k Click Energy customers. Consumer gas services growth increased due to underlying growth in Victoria and New South Wales. Despite a more competitive market landscape, positive growth was achieved through headline above the line marketing campaigns, along with smaller targeted activities in the marketing and partnership space across all states.

The consolidated AGL Telco services (AGL Energy & Southern Phone Company) have increased by 16.7% to 196,301 from 168,237 in FY20, with 11.1% largely driven by AGL Telco branded services in operation, and 5.6% attributable to Southern Phone. Delays in AGL branded Telco product launch, as well as tough competition within the Telco market contributed to stagnated growth. However, despite the headwinds, internet, and voice (VOIP) products saw an average improvement of 34% above FY20 levels in terms of service numbers whereas there was flat growth in mobile services even though we have started seeing some positive traction within AGL Telco branded mobile services compared to Southern Phone.