Each month during the coronavirus pandemic we are reporting on the number of energy customers who are on payment plans and enquiring about assistance with paying bills.
Energy customer support during the coronavirus pandemic
During the coronavirus pandemic, we are regularly requesting data from electricity and gas retailers on the number of energy customers who are:
- on payment plans
- enquiring about assistance with paying bills.
We are providing information about the data we receive on this page.
Data is reported by retailers on a voluntary basis and not audited by us.
Key findings: July 2020
During the week ending 26 July 2020, we received submissions from 15 energy retailers, covering 92 per cent of Victorian electricity customers.
- Disconnections for non-payment have ceased.
- The number of residential customers who called their retailer for assistance has decreased
- The average arrears of electricity residential customers receiving payment assistance decreased, but stabilised for gas customers
- 0.3 per cent of electricity and gas residential customers have chosen to defer their payments
Small business customers
- An increasing number of small business electricity customers have enquired about assistance and are receiving payment assistance from their retailer
- The average arrears of electricity small business customers receiving payment assistance increased, but decreased for gas customers
- An estimated 0.8 per cent of Victorian small business customers had deferred their payments