Electricity Customer Charters

Aurora's Retail Business

Aurora Energy aims to ensure you receive the highest level of customer service and a safe and reliable supply of electricity. Our customer service standards, details of our commitment to you and our guarantees and penalties should we fail to deliver are set out in the following charters: 

Aurora's retail (customer-facing) service handles billing and customer enquiries.

The Aurora Energy Customer Charter includes customer service standards and should be read with the Electricity Contract (Standard Retail Contract), which details the contractual relationship between Aurora and you. Aurora PAY AS YOU GO customers should read this Charter with the Aurora PAY AS YOU GO Terms and Conditions.

Aurora's Distribution Business

Aurora Energy aims to ensure you receive the highest level of customer service and a safe and reliable supply of electricity. Our customer service standards, details of our commitment to you and our guarantees and penalties should we fail to deliver are set out in the following charters: 

Your electricity supply is delivered through a network of meters, poles and wires that is owned and maintained by the Aurora’s Distribution Business, this includes overhead and underground construction and maintenance, customer connections, meter reading assets, testing and faults/emergency response.

The Distribution Business Customer Charter includes customer service standards that detail our commitment to you and outline our penalties should we fail to deliver. This Charter should be read in conjunction with the Deemed Supply Contract (PDF) which details the contractual relationship between the Aurora Distribution Business and you.

We'll make every effort

Exceptional circumstances may prevent us from meeting your service request. These include when we cannot obtain access to your home or premises, storms, emergencies, major disruption to supplies, action by third parties (such as vandalism), or risks to safety. Although we cannot offer guarantees in these cases, we will make every effort to give you the best possible service. Any payments made in relation to our customer service standards are made without any admission of legal liability. Any fees normally payable by you (for example, connection fees) will still be payable.

Our customer service commitment to you

We believe every customer is important. You should receive the highest standard of customer service we can provide and can count on us to provide the following as a minimum:

  • If we make an appointment with you, we aim to be on location at the appointed time. If we are going to be delayed by more than 15 minutes, we will contact you where possible and reschedule the appointment to another time agreed by you.
  • We will ensure that all our public areas are accessible to people with disabilities.
  • We will provide for the needs of the visually and hearing impaired so they can access our services.
  • We will keep your personal information confidential and will only disclose your personal information to another person if you have given valid consent, or if the disclosure is required by law. View our Privacy Policy.

Our guarantee: If we do not meet the promises in our customer commitment, we will pay you $30.

Getting connected

If you need a new connection or your connection involves changes or extensions to the electricity network, you need to submit an application to us (this includes solar connections). Connection application forms can be found on our website.

We aim to process your application within 10 business days. Timeframes for the completion of your connection will then apply. These timeframes depend on the type of connection you have applied for.
 

Basic connections

We will aim to connect your newly constructed premises within 10 business days or by an agreed date, provided that:
 
  • an application for connection has been accepted
  • we have clear access to our equipment
  • we have been notified by your retailer and your licensed electrical contractor or builder that all is safe and ready to connect
  • our distribution network does not need to be changed.

Alterations to the distribution network – modifications that require building poles and wires

We will connect your premises by an agreed date, provided that:

  • an application for connection has been accepted
  • we have been notified by your retailer and your licensed electrical contractor or builder that all is safe and ready to connect
  • we have clear access.

Alterations to your installation

We will aim to make alterations that you request at your premises within 10 business days or by an agreed date, provided that:

  • we have clear access to our equipment
  • we have been notified by your retailer and your licensed electrical contractor or builder that all is safe and ready to connect
  • our distribution network does not need to be changed as a result of the proposed installation alterations.

Where there is no agreed date, we will make the connection within 10 business days from acceptance of the service request by Aurora’s Distribution Business.

Reconnection

If you need to reconnect a disconnected premises and advise us prior to 3pm on any business day, we will connect you no later than the next business day, provided that:

  • we have clear access to our equipment
  • everything is electrically safe and meets relevant standards and regulations
  • our distribution network does not need to be changed as a result of the proposed installation alterations.

Our guarantee: If we don’t meet our connection timeframes, we will pay you $30 for each business day we are late, up to a maximum of $150.

Keeping you connected

Planned interruptions

If we plan an interruption to your supply and have not made specific arrangements with you, we will give you at least 4 business days’ written notice (or at least 5 business days if we have to use radio announcements, press advertisements or similar means).

If you let us know that a person at your address is dependent on a life support machine, we will give you at least 4 business days’ written or personal notice of a planned interruption to your power supply unless we agree otherwise with you. Call us on 13 2004 for more information on this service. View more information regarding life support arrangements.

Please note that we do not supply generators to individual customers. We recommend that if your business is dependent upon a continuous supply of power, then you should consider installing an uninterruptible power supply device. Your electrical contractor should be able to advise on the most suitable option for a continuous supply of electricity during times of planned and unplanned interruptions.

Our guarantee: If we fail to notify you of a planned interruption, we will pay you $30.

Supply reliability and restoration

We aim to provide a reliable supply for all of our customers and timely restoration if your power does go out. Our system cannot notify us of all faults and in some cases we rely on our customers to report supply interruptions.
 

We keep track of all recorded interruptions, and you may be entitled to a payment should the interruptions exceed the limits for length and number of outages throughout the year. Any qualifying payment will be sent to you automatically. Our aim is to make any payment to you within 12 weeks of the qualifying interruption.

Further details in relation to this promise and the full terms and conditions are available on our website or by calling 1300 137 008.

Our guarantee: If interruptions to your supply exceed the limits set for duration or frequency, we will send you a minimum payment of $80, up to a maximum of $160 depending on the circumstances of the interruption.

Claims for loss or damage

If you suffer loss or damage to your property as a result of an event affecting your electricity supply, you may be eligible to make a claim. Claims can be made by filling out a claim form on our website or by calling us on 1300 137 008

We will aim to acknowledge your claim within 5 business days of its receipt by the Customer Advocacy team. We will then investigate the circumstances of your situation and provide you with a written response once the investigation has been completed.


Our guarantee: If we do not acknowledge your claim within 5 business days of receipt, we will pay you $30.

Your property

Access to property

We require unrestricted access to our electrical equipment at all times. If we need to access your property we will carry official identification and produce it for your inspection.

When accessing your property, we will leave your property in the condition we found it (excluding any changes we have to make to the electrical equipment to ensure a safe and reliable supply). 

Our guarantee: If we do not leave your property in the condition we found it, we will pay you $30.

Vegetation

We are responsible for maintaining minimum clearance for vegetation near our powerlines, which may include your trees overhanging our lines in the street, or trees that are within the clearance space on your property. You are responsible for keeping all trees and vegetation on your property away from our lines and equipment. For a comprehensive overview of customer responsibilities please visit our website.

Our guarantee: When carrying out vegetation clearing work, we will aim to leave your property in the condition we found it (excluding any works we are required to carry out to ensure a safe and reliable supply). If we fail to meet this, we will pay you $30.

Other ways we will serve you

Your electricity bill

All Aurora electricity customers (except those with Aurora PAY AS YOU GO meters) receive bills from Aurora. Your Aurora bill will give you the information you need to understand how much electricity you are using. We must send you a bill at least once every 3 months. For most customers, the bill is made up of:

  • a charge for the electricity you have used
  • a service charge, which covers the costs of serving you and maintaining your connection.

We aim to get your bill right every time. Should you think there is an error, we will acknowledge it, investigate and correct if appropriate; then mail you a replacement bill within 10 business days of the acknowledgement (this does not apply to Aurora PAY AS YOU GO or estimated bills). If we don’t fix the error with your bill and provide a written explanation within 10 business days, we will pay you $30 to compensate you. Any compensation made in relation to our customer service standards are made without any admission of legal liability. Any fees normally payable by you (for example, connection) will still be payable.

Streetlighting

We operate and maintain the streetlighting system throughout Tasmania on behalf of councils and other government road authorities. Therefore, requests for additional lights or other lighting arrangements should be made to them directly. All streetlighting outages should be reported to us on 13 2004.

Once we have been advised of a defective streetlight in your street, we will replace it within 7 business days of notification of the fault.

Our guarantee: If you are the first person to report a streetlighting outage in your street and it is not rectified in 7 business days, we will pay you $30.

Making a claim under the Charter

We take our customer service standards seriously. If you feel we have not complied with our guaranteed service standards and wish to request a Charter payment please call us on 1800 800 753We will investigate your claim and aim to
send you a reply within 10 business days.
 

Our guarantee: If we don’t respond to your claim within 10 business days, we will pay you $30 in addition to other payments that may be due to you.

Practical advice and useful information

Feedback and complaints

We welcome your comments. Call us on freecall 1800 80 0753 to provide feedback or lodge a complaint. If we cannot provide you with a response immediately, we will acknowledge the receipt of your comment and either call or send a written reply within 10 business days.

Should the matter not be resolved with us you have the right to refer any complaint to the Tasmanian Energy Ombudsman on 1800 001 170. The Ombudsman provides a free independent complaints resolution service.

Privacy policy

Aurora values your privacy and complies with all relevant privacy legislation in relation to your personal information. We will only collect personal information that is necessary for us to conduct our normal business. We will ensure that the information we keep is accurate, complete and secure. Aurora may only disclose your personal information to other parties in accordance with the Personal Information and Protection Act 2004 and the Privacy Act 1998 (Cwlth). View more information on our Privacy Policy.

What should I do if there is a power interruption?

If you lose electricity but notice that your neighbours still have power, check your fuses or circuit breakers. If everything seems to be in order, call Aurora’s 24-hour emergencies and faults line on 13 2004, which provides up-to-date information on power interruptions. The Distribution Business will do everything possible to safely restore your electrcity supply quickly. Even when there are widespread interruptions, the aim is to get power back on as quickly as possible after notification. In major emergencies or widespread interruptions, we will broadcast public information on ABC local radio.

Your responsibility for your private assets

You are responsible for maintaining your private poles and private powerlines and to control vegetation in the vicinity of private overhead powerlines and around the base of private poles. You are also responsible for all poles or other supports carrying electricity lines beyond the metering position.

Moving in our moving out?

We want to help make your move as easy and straightforward as possible. We recommend you arrange for your electricity disconnection and reconnection, (fees may apply) about two weeks before you move.
 

You can do this with Aurora Online or by calling 1300 13 2003 (residential) or 1300 13 2045 (business). Our website also has a handy moving checklist to make sure you don’t forget anything.

Managing your account

With Aurora Online you can manage your account 24/7, compare your electricity use, predict your next bill, check your next meter reading date, pay your bill online and organise a connection and disconnection. Register for Aurora Online.

Understanding your bill

Having trouble understanding your bill? We have a fact sheet that provides an overview of how to read your bill using a sample Aurora bill. Visit the bills and payments section of our website.

Your payment options

You will find the full range of payment options on the back of your bill. You can minimise the impact of your bill by paying small amounts regularly. Here are some convenient ways to make regular payments:

  • Direct Debit
  • electronically with a credit or debit card on our website
  • BPAY or internet banking with your financial institution
  • EasyPay
  • Centrepay.

For more information about any of these options or if you are having difficulty paying a bill, we can help – visit our payment section on the website or call 1300 13 2003 (residential) or 1300 13 2045 (business).

Concessions

You can apply to receive an electricity concession if you have a Pensioner Concession Card issued by Centrelink or the Department of Veterans Affairs, a Health Care Card issued by Centrelink, an Immigration Card, or a Community Detention
Card. Concessions are administered by Aurora on behalf of the Tasmanian Government. Applications for the annual Electricity Discount, Life Support Concession and Medical Cooling concession are available by completing the Concession Card Discount Application form on our website or by calling 1300 13 2003.

Energy saving advice

There are a number of things you can do around your home or business to help save energy and money throughout the year. We have a range of hints and tips on our website www.auroraenergy.com.au, and you can order a copy of our Energy Saving Guide online.

Electrical safety

Call Aurora immediately on 13 2004 if:

  • any taps emit a mild electric shock
  • appliances or power tools give electric shocks
  • lights vary in brightness.

National Relay Service

If you are deaf or have a hearing impairment, contact us through the National Relay Service. TTY users phone 13 3677, Speak and Listen users phone 1300 555 727 and ask to be connected to any Aurora Energy contact number.

If you require the assistance of an interpreter, please contact TIS National on 13 1450 and ask to be connected to any Aurora Energy contact number.

Large print version

If you would like a large print version of our charter:

Emergency & faults

  • Electricity emergencies and faults - 13 2004
  • Gas emergencies and faults - 180 2111
  • Life threatening emergency - 000

How to contact Aurora

Write to Aurora Energy, GPO Box 191, Hobart Tasmania 7001.

Alternatively you can contact us via our customer enquiry and feedback form.

Phone us on any of the following statewide numbers:

Emergencies & service difficulties 13 2004
Account/Connection/General 1300 13 2003
Switchboard 1300 13 2007
Residential customers 1300 13 2003
Business customers 1300 13 2045
PAY AS YOU GO customers 1300 27 2946
Customer feedback Freecall 1800 80 0753
All distribution related enquiries 1300 13 7008
Fax enquiries (03) 6237 3444
Interstate callers (03) 6237 3400

Electricity Customer Charter January 2014