Aurora's Supply Reliability Guarantee

Aurora is committed to ensuring the safe supply of electricity to Tasmanian homes and businesses with minimal interruption. From 2008 through to 2012 we’re investing in excess of $550 million to manage operations and improve the electricity distribution system for our customers. Aurora’s supply reliability performance is set and overseen by the independent Tasmanian Energy Regulator.

Although we aim to keep you connected interruptions to supply are often unavoidable and we cannot promise 100% reliability all of the time. What we can promise is that we will make every effort to keep inconvenience to a minimum.

We have taken our commitment to you one step further by guaranteeing our level of service. If we do not reach this guaranteed service level we will forward a payment to you. If interruptions to your current electrical installation exceeds the limits set for duration or frequency under our guarantee set out below we will send you a minimum of $80 up to a maximum payment of $160.

Our guarantee

1. Timely restoration - We promise timely restoration when the power goes out. This means you will receive a payment if your current installation has a continuous outage greater than the duration listed in the table below.

Timely restoration payment

Your installation Outage duration
Urban – generally customers located in the city areas of Hobart, Launceston, Burnie, Devonport and some other regional areas >8 >16
Semi-rural – generally customers located in rural townships >8 >16
Rural – generally customers located outside the built up areas of cities and rural townships >12 >24
Timely restoration payment $80 $160

2. Reliable supply – We promise a reliable supply for all of our customers. This means if the number of interruptions (of greater than 1 minute) to your current electrical installation exceeds the limits set out in the table below we will send you a payment of $80.

Reliable supply payment

Your installation category Number of outages (in any 12 month)
Urban – generally customers located in the city areas of Hobart, Launceston, Burnie, Devonport and some other regional areas 10
Semi-rural – generally customers located in rural townships 13
Rural – generally customers located outside the built up areas of cities and rural townships 16
Reliable supply payment $80

What category am I in?

Please call 1300 13 7008 during business hours for more information.

Do I need to keep track of interruptions?

Aurora keeps track of all interruptions to your supply so there is no need for you to do so. The independent Tasmanian Energy Regulator then audits Aurora’s tracking of interruptions and payments.

How do I receive payment?

If you are eligible for a payment it will be sent to you automatically. You do not have to do anything. You will receive a cheque payment by mail made out to the name/s appearing on your electricity account. Our aim is to have the cheque delivered to you within 12 weeks from the last interruption that qualified you for payment. This period allows us to collect and validate our interruption data.

What should I do if there is an unplanned interruption?

Interruptions are often unavoidable. They may be caused by storms trees or animals striking lines vandalism or vehicle accidents.

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. There is no need to call us about your payment during an interruption to your power supply as this is automatically registered.

We will do everything possible to restore your supply quickly.

Terms and conditions

  1. Installations located at King and Flinders Island are excluded from the scheme.
  2. Please refer to the link at www.auroraenergy.com.au/electricity_network or call 1300 13 7008 for further clarification of the category that applies to your installation.
  3. Customers receiving a timely restoration payment of $160 for an outage over 16 or 24 hours do not also receive an $80 payment for more than the 8 hours for the same outage.
  4. The Supply Reliability Guarantee applies to an electrical installation rather than a customer and is paid to the customer who is the account holder or PAYG cardholder at the installation at the time of the qualifying outage. For example if you live at 1 Smith Street Youngtown situated in the urban area and experience 8 interruptions and then move to 12 Johns Avenue New Town also in an urban area and experience a further 2 interruptions within the 12-month period you are not able to add the interruptions at both installations to arrive at 10 interruptions and receive an urban reliable supply payment of $80. If however 12 Johns Avenue New Town had experienced 9 interruptions prior to your move and your first interruption at that address was within the 12-month period you would receive an urban reliable supply payment of $80 following that interruption.
  5. The scheme applies to all interruptions regardless of whether they are planned for routine maintenance or unplanned subject to the following exceptions:
    • Load shedding at ministerial direction;
    • Momentary interruptions (ie less than one minute);
    • Interruptions of un-metered supply;
    • Interruptions that are requested by the customer;
    • Disconnection for bad debt;
    • Disconnection for safety;
    • Widespread interruptions due to ‘rare’ events to be decided by the regulator;
    • Interruptions for testing and maintenance of service wires service fuses and meters.
  6. The 12-month period referred to is a ‘rolling period’. For example if you live in an urban area and an interruption occurs on 20 January 2008 to receive a reliability payment your current installation would have to have experienced ten (10) interruptions between19 January 2007 and 20 January 2008. A new 12-month period commences on the day after the 10th interruption. Because it is a 12-month ‘rolling period’ each interruption expires after one calendar year.