soon as they experience payment difficulties. Figures 2.4 and 2.5 show the debt levels of electricity and gas customers who entered hardship programs in 2014–15 and 2015–16. Around 64 per 100 Click Energy customers, 76 per 100 Lumo Energy customers and 82 per 100 Red Energy customers entering those retailers’ hardship programs had debt less than $500. In contrast, 44 per 100 Aurora customers and 47 per 100 Powerdirect customers entering hardship programs had debts over $1500. Origin Energy had proportionally 14 per cent fewer electricity customers entering its hardship program with debts over $1500. Gas customers generally entered hardship programs with lower levels of debt, with most customers of gas retailers entering hardship programs with less than $500 of debt. After reporting 40 per cent of customers entering hardship programs had debts greater than $1500 in 2014–15, EnergyAustralia this year reported 17 per cent of customers with this level of debt. Origin Energy also recorded an increase in the proportion of customers entering its hardship program with debt less than $500 in 2015–16 (74 per cent, compared with 59 per cent in 2014–15). Nationally, the customers with the highest average debt when entering their retailer’s hardship program belonged to Aurora ($1866), Powerdirect ($1717) and M2 Energy ($1629). Figure 2.4: Electricity debt levels of customers entering hardship programs in 2014–15 and 2015–16 Figure 2.5: Gas debt levels of customers entering hardship programs in 2014–15 and 2015–16 Customers exiting hardship programs Retailers report the number of customers exiting their hardship programs for each of the following reasons: customer who successfully completed the program or exited with the agreement of the retailer customers who transferred, switched or left the retailer, and customers who were excluded or removed from the program for failing to meet the requirements. Figures 2.6 and 2.7 shows the number of electricity and gas customers who exited hardship programs for each retailer in 2014–15 and 2015–16. These figures, read in conjunction with debt levels and debt on entry, may indicate retailers are taking a more proactive approach to managing customers through their hardship programs. The proportion of electricity customers exiting hardship programs due to successfully paying off debt increased from 24 per 100 customers exiting in 2014–15 to 36 per 100 exiting 2015–16. Additionally, over this period the rate of customers exiting hardship customers due to exclusion decreased from 57 to 46 per 100 customers, while the proportion of customers exiting by transfer to other retailers remained static.
soon as they experience payment difficulties. Figures 2.4 and 2.5 show the debt levels of electricity and gas customers who entered hardship programs in 2014–15 and 2015–16. Around 64 per 100 Click Energy customers, 76 per 100 Lumo Energy customers and 82 per 100 Red Energy customers entering those retailers’ hardship programs had debt less than $500. In contrast, 44 per 100 Aurora customers and 47 per 100 Powerdirect customers entering hardship programs had debts over $1500. Origin Energy had proportionally 14 per cent fewer electricity customers entering its hardship program with debts over $1500. Gas customers generally entered hardship programs with lower levels of debt, with most customers of gas retailers entering hardship programs with less than $500 of debt. After reporting 40 per cent of customers entering hardship programs had debts greater than $1500 in 2014–15, EnergyAustralia this year reported 17 per cent of customers with this level of debt. Origin Energy also recorded an increase in the proportion of customers entering its hardship program with debt less than $500 in 2015–16 (74 per cent, compared with 59 per cent in 2014–15). Nationally, the customers with the highest average debt when entering their retailer’s hardship program belonged to Aurora ($1866), Powerdirect ($1717) and M2 Energy ($1629). Figure 2.4: Electricity debt levels of customers entering hardship programs in 2014–15 and 2015–16 Figure 2.5: Gas debt levels of customers entering hardship programs in 2014–15 and 2015–16 Customers exiting hardship programs Retailers report the number of customers exiting their hardship programs for each of the following reasons: customer who successfully completed the program or exited with the agreement of the retailer customers who transferred, switched or left the retailer, and customers who were excluded or removed from the program for failing to meet the requirements. Figures 2.6 and 2.7 shows the number of electricity and gas customers who exited hardship programs for each retailer in 2014–15 and 2015–16. These figures, read in conjunction with debt levels and debt on entry, may indicate retailers are taking a more proactive approach to managing customers through their hardship programs. The proportion of electricity customers exiting hardship programs due to successfully paying off debt increased from 24 per 100 customers exiting in 2014–15 to 36 per 100 exiting 2015–16. Additionally, over this period the rate of customers exiting hardship customers due to exclusion decreased from 57 to 46 per 100 customers, while the proportion of customers exiting by transfer to other retailers remained static.