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Customer charter
Why we have a Customer CharterAs a customer of Aurora Energy we have certain obligations and commitments to you regarding our standard of service. The following customer service standards detail that commitment and outline our penalties should we fail to deliver. This Charter should be read in conjunction with our "Standard Tariff Agreement between Aurora Energy and you", which details the contractual relationship between us. It's available free by calling 1300 13 2003. (Some business customers may already be on specific contracts with us and may have their own agreed service standards.) Our valuesAurora Energy's values were developed for our people by our people to support the company's purpose of seeing the Tasmanian community prosper from our efforts. Customers – we care for our customers Teamwork – we work together, with initiative and enthusiasm Safety and Health – we work safely, and care for each other's well being Openness and Honesty – we treat everybody with fairness, equity, integrity and respect Community – we care for the community by recognising our social and environmental responsibilities Quality – we meet our challenges, through innovation and quality Leadership – we are all accountable for our actions and lead by example. How we will serve youAurora Energy is here to provide Tasmanian homes and businesses with a clean, renewable energy source, backed by technical and customer service excellence. Every single customer service standard is aimed at achieving that result for you. Some of our service standards are even backed up by a guarantee, which means that if we don't meet the standard you can claim a credit on your account.
This is the Aurora commitment:
In an emergency: We will provide a 24 hour emergency service on 13 2004. Call us if you wish to report a power failure or any electrical emergency. Getting connectedSimple connections If you need disconnected premises re-connected, we will connect you no later than the next business day if everything is in order, provided that the reconnection does not involve changes to the supply to your premises. We will connect your newly-constructed premises by an agreed date, provided that: we have access; we are notified (generally by your licensed electrical contractor or builder) that all is safe and ready; and our distribution network does not need to be changed. Where there is no agreed date, we will make the connection within ten business days from notification. Aurora is committed to quick and easy connections. Call us on 1300 13 2003. New supply If supply to your new premises involves the construction of new lines or substations, we will negotiate and agree on a date for connection. Please call us on 1300 13 7008. Our guarantee: If we don't meet our connection standards, we will credit your account with $30 for each business day we are late, up to a maximum of $150. Keeping you connectedAurora's Supply Reliability Promise Aurora is committed to keeping you connected, however, interruptions to supply are often unavoidable and we cannot promise 100% reliability all of the time. Interruptions that leave you without supply can often occur because of weather conditions such as storms or lightning, or trees striking lines, or even vehicle accidents. What we can promise, however, is that Aurora will make every effort to keep inconvenience to your supply at a minimum. Our guarantee:
You do not need to keep any records as Aurora keeps track of all interruptions to your supply and will automatically send you an $80 cheque payment if you are eligible. For more details on the terms and conditions call us on 13 2004 to receive Aurora's Supply Reliability Guarantee brochure or view the information on this website. What should I do if there is a power interruption? If you lose supply 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 will also provide up-to-date information on outages. We will do everything possible to restore your supply quickly. Even when we are experiencing widespread interruptions, our aim is to get your power back on within four hours of notification. Planned interruptions We will always endeavour to undertake any required maintenance without interruption to your supply.
Our guarantee: If we don't meet this standard, we'll credit your account with $30.
Other ways we will serve youKeeping you informed of supply interruptions For information on power supply interruptions, we will provide a 24 hour service through our emergency service centre on 13 2004. You can access information on the time and cause of the interruption as well as the location and expected restoration times. This information is regularly updated as information from field crews is received. Loss or damage If you suffer loss or damage to your property as a result of an event you may be eligible for compensation. Claims can be made by contacting Aurora on 1300 13 2003. Punctual appointments If we make an appointment with you we aim to be on location at the appointed time. If we are delayed, we will contact you in advance to arrange an alternative time. Prompt repairs We will replace defective street lamps adjacent to your home or business within seven business days of notification of a fault. If the fault requires more than a lamp replacement we may need longer. For other repairs, we will inform you how long repairs will take. To notify us of problems requiring repairs, call us on 13 2004. Our guarantee: If you are the first person to report a problem requiring repairs, and we don’t meet our standard, we will credit your account with $30 for each business day that we are late, up to a maximum of $150. Electrical safety Call Aurora immediately on 13 2004 if:
Call your licensed electrical contractor without delay if:
Accessing your property There may be times when we need to enter your property. Should this be necessary, we will respect the use of your property and be there for the minimum time necessary. In such situations, we need your assistance to have safe, convenient and unhindered access to your premises and electrical installation. Our staff and representatives carry official identification and will show it to you on request. You can advise us of any special arrangements or requirements you may have concerning access to your premises or property by calling us on 1300 13 2003. When you phone usWe provide a range of '13' telephone numbers so that you never have to pay more than a local call (calls from interstate and mobiles will incur a higher fee). A summary of our numbers is provided in your telephone directory and at the bottom of this page. Our customer service standards for phone calls are:
Practical advice and useful information
Service from Aurora Preferred Suppliers Aurora has a number of Preferred Suppliers who can help you with your home heating needs. If you choose to go to an Aurora Preferred Supplier, you are assured of the Aurora standard of service. All have been accredited under Aurora's Preferred Supplier standards, and their advice is backed up by guarantees on their products and workmanship, commonly known as AOK (PDF 157kb). If a problem arises they will fix it. In the unlikely event of any difficulty, call us on 1300 13 2006 and we'll investigate. For more information on Aurora Preferred Suppliers, call 1300 13 2006. Your account All Aurora customers, (except those with Aurora PAY AS YOU GO meters) receive accounts from Aurora. Your Aurora account will give you the information you need to understand how much electricity you are using. We must send you an account at least once every three months. For most customers, the account is made up of:
We aim to get your account right every time. Should you detect that we have overcharged you due to our error, we will confirm it, correct it and then mail you a replacement account within ten business days of the confirmation. Our guarantee: If we don't fix the problem with your account and send you a written explanation within ten business days, we will credit your account with $30. We are committed to clear and accurate accounts. If you have a question about your accounts or your meters, call 1300 13 2003. Giving you more payment options We understand that our customers have different needs, so we offer you a range of options:
If you are having difficulty paying an account, we can help – call 1300 13 2003 when you get your bill. Making a claim against the CharterWe take our Customer Service Standards seriously. For this reason, we will continually monitor all aspects of our services to you. If you feel that we have not complied with our guaranteed service standards, and wish to claim a credit to your account, please call us on freecall 1800 80 0753 within one month of the incident. We will investigate and send you a written reply within ten business days. Our guarantee: If we don't respond within ten business days, we will credit your account with $30 in addition to any other payments which may be due to you. Feedback and complaintsWe are committed to act on your comments. Call us on freecall 1800 800 753 to provide feedback or lodge a complaint. Complaints will be handled according to their complexity, by Aurora staff who have an appropriate level of experience and authority. We will listen carefully and courteously, if we have made an error, we’ll admit our mistake and apologise. If we cannot provide you with a response immediately we will acknowledge the receipt of your enquiry and either return your call or send you a written reply within ten business days. You can also write to us at GPO Box 191, Hobart Tasmania 7001. Alternatively you can contact Aurora via our customer enquiry and feedback form. If you are not satisfied with our response, you may refer the matter to the Energy Ombudsman on 1300 766 725. The Ombudsman provides a free, independent complaints resolution service. We'll make every effort Occasionally exceptional circumstances 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. How to contact AuroraWrite 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 numbers. Statewide numbers for:
If you require the assistance of an interpreter, please contact TIS National on 13 1450 and ask to be connected to Aurora Energy on the numbers listed above. |
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