average debt (arrears) for households on payment plans who can pay for ongoing energy use increased by 19 per cent for electricity and 13 per cent for gas ($674-$803 – $539-$608) respectively). Average arrears for those who cannot pay for ongoing use increased by 35 per cent for electricity and 27 per cent for gas ($1,430-$1,926 – $1,123-$1,425 respectively)
the number of customers on payment plans fell in 2020 but has returned to pre-pandemic levels
the number of customers calling for help with bills peaked in May 2020 at 1,700 calls per day, double the 850 per day in November 2020
the number of residential customers deferring bills peaked in July 2020 at 16,500 customers but dropped by about two thirds by October to 5,500.