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: November 2021
During the week ending 28 November 2021, we received submissions from 20 energy retailers, covering 98 per cent of Victorian electricity customers.
- There were 431 completed electricity and 63 gas disconnections for non-payment between 1 and 30 November 2021 (residential and small-business customers), as reported by 11 retailers.
- There were more electricity and gas customers who can pay for their ongoing electricity or gas usage on tailored assistance in November 2021, the highest since the framework began. The number of customers receiving tailored assistance who cannot pay for their ongoing usage decreased for electricity and gas.
- The average arrears for residential customers on tailored assistance who can pay ongoing usage increased for electricity and gas in November 2021. The average arrears of residential customers who cannot pay ongoing usage increased for electricity and gas in November 2021, with gas now at its highest since the payment difficulty framework began (January 2019).