Aurora Energy tariff Agreement

Tariff Agreement

Aurora's Standard Tariff Agreement forms the basis of our contract with you, our customer.

The first section of this information is provided for your benefit. This information is not part of the Standard Tariff Agreement.

The Standard Tariff Agreement is displayed following this first section, including a table of contents.

This Agreement applies to all our customers, and forms the basis of our relationship. If you sign another contract with us (for example for a special product or service) some of the conditions listed here may be varied.

If you would like a large print version of this document, or would like help with understanding how it applies to you, call us on 1300 13 2007.

Where electricity lines and equipment become your responsibility

Aurora is responsible for the electricity lines and equipment up to the point of supply.
You are responsible from the point of supply to your premises.
Normally the point of supply is at the building fascia or at the first pole on your private power line for an overhead connection, or supply pillar/turret in the street for an underground connection.
Aurora owns the lines and equipment up to the point of supply and, in most cases, the metering and control equipment at your premises, unless otherwise agreed.

Your basic responsibilities as our customer

To pay the account balance by the due date shown on your account.
To ensure that all information you give us is correct, and to notify us of any changes.
If you are moving, to give us at least two business days notice (so that a final meter reading can be done) and a forwarding address.
Not to misuse, tamper, or interfere with Aurora's lines, plant or equipment on your property, or to allow anyone else to do so.
To use electricity safely and in accordance with legal requirements.
Not to interfere with the supply of electricity to any other person or property.
To allow our authorised staff or contractors clear access to read the meter or to inspect, test or replace lines or equipment, or to undertake emergency repairs at any time.
To ensure that access can be gained safely and that any animal on your property is under control.
To maintain in safe condition all lines, fittings, and equipment from the point of supply to your premises.
To maintain trees on your property well clear of the electricity lines providing your supply

Please call 1300 13 2003 if you have any questions.

Electrical safety - a paramount concern

Electrical safety is very important to us. We are committed to your safety, and to the safety of our contractors and staff. You have a duty to ensure that all electrical work carried out on your property complies with relevant Acts and Regulations. Any work on your electrical installation must be performed by properly licensed people.

Where safety is at issue, our staff may have to disconnect your electricity supply without notice.

Before connecting a new electrical installation, or one that has been disconnected for more than six months, you must produce appropriate certification that the installation complies with the regulations.

Trees that come into contact with overhead power lines can create a hazard. We can help you with information on which trees to plant near power lines, so that you can avoid these problems. Call 13 2004 for a free brochure.

You must ensure that trees and other vegetation on your property are kept away from power lines and equipment. If you fail to do so, you will be liable for any damage caused or costs incurred. If the trees can contact our lines and cause a safety hazard, we may clear the line and charge you for the work.

Note that it is an offence under the Electricity Supply Industry Act for an unauthorised person to tamper with equipment belonging to an electricity supplier. The Act includes penalties of up to $10 000 for such offences.

Bringing your contract with us to an end

If you wish to end your contract please contact us. Charges will then cease at the time and date arranged providing you are no longer receiving electricity or services from us.

Your contract will come to an end when all charges and any outstanding amounts due have been paid in full.

Aurora Standard Tariff Agreement

Introduction
Your contract with us
Access to information
Ownership and point of supply
Your basic responsibilities
Your responsibilities in relation to access
Prices, charging, payment and bonds
Estimates of electricity usage
Queries or disputes about charges or services
Metering
Accuracy of metering
Tampering with metering equipment, lines, etc
Unmetered connections
Lines and equipment

Trees and safety-related maintenance work
Electrical safety
Interruption of supply
Damage to appliances or sensitive equipment
Compensation and liability
Disconnection and resumption of supply
Application of this Standard Tariff Agreement
Terms separately binding
Assignment and delegation
Termination
What to do if you are moving
Change of circumstances
Your address
How to contact Aurora

1. Introduction

In this Agreement, "we", "our", or "us" are used when referring to Aurora, and we use "you", or "your" when referring to you, our customer. When we refer to a day, we mean a normal business day, and normal hours means 9am to 5pm on a normal business day. This Agreement applies unless we have contracted otherwise with you, in writing.

2. Your contract with us

This Agreement forms the basis of our contract with you. Your contract with us also includes our current applicable schedule of prices (which will change from time to time), and our Customer Service Standards, which include information on:

the services that you are entitled to receive under the tariff;
the standard of customer service that you are entitled to receive under the tariff;
the procedures established by Aurora for handling your enquiries and complaints, or resolving disputes.

Copies of these are available from us free upon request.

This agreement applies from 1 October 1998 for existing customers, or from the day you apply to us for a new service.

Anyone within our distribution area is entitled to a contract with us under this Agreement, provided they meet the required conditions for connection and supply and they are not a "contestable customer" as defined by the Electricity Supply Industry Act 1995 and Electricity Supply Industry (Contestable Customer) Regulations 2005. You will know if you are a contestable customer because we will advise you of such 9 months prior to becoming contestable and explain the options available to you. Depending on the circumstances, we may require you to pay a deposit or provide other forms of security before we supply you with electricity.

Your contract with us is also subject to all relevant Acts, Regulations and Codes affecting electricity distribution and the electricity industry. Copies of these are available from the Printing Authority of Tasmania except for the Tasmanian Electricity Code, which may be obtained from the Office of the Tasmanian Energy Regulator, or viewed on its website.

We may amend or replace this Agreement, subject to approval from the Regulator, and so vary our contract with you, at any time. When we do this, we will inform you of the specific changes concerned. If any change does not come to your notice, you will still be bound by your contract with us (as changed). A copy of our current Standard Tariff Agreement is always available from us free on request.

3. Access to information

You may request from us any information which we hold regarding your contract with us. We will provide account status information free. We will not disclose your information to another person unless:

The information is publicly available; or
You have agreed in writing that we may disclose the information to certain people; or
We are required to by law.

From time to time Aurora may find it necessary to pass on customer information to either the Hydro-Electric Corporation or Transend Networks in order to facilitate the allocation of revenue and costs. Aurora will require that this information be held by Hydro and Transend as confidential information.

4. Ownership and point of supply

Electricity you receive becomes your responsibility at the relevant point of supply. The point of supply is the point at which your lines, fittings, and equipment interconnect with our line, circuit-breaker, switch, fuse, or other isolating device forming part of our network.

5. Your basic responsibilities

You agree :

To pay the amount due, as shown on each account which we send to you, by the due date, unless we have agreed to an alternative arrangement.
To ensure that all information which you give us is correct, and to advise us of any changes.
Not to misuse or to tamper or interfere with our lines, plant, or equipment (whether on your premises or property or otherwise), including any metering equipment, and not to allow any other person to interfere with any lines, plant, or metering equipment owned by us on your premises or property, or connecting to your premises or property.
To immediately inform us of any damage or likely damage or interference to our metering equipment.
To use electricity which you receive so that legal requirements are not breached, and so that the safety of any person, the integrity of any property, or the proper functioning of any electrical installation, is not jeopardised.
Not to allow a supply of electricity to your installation to be used other than at your premises, nor to supply electricity to any other person, without our agreement.
Not to interfere with, or take electricity from, the supply of electricity to any other customer.
To provide, if your maximum demand exceeds 100kVA and we require a substation to satisfy your demand, sufficient space for a substation to be built, either by sale or lease of, or easement over, an acceptable area of land.

It is possible that the way you use electricity could interfere with the supply to other customers or affect our network. Your Electrical Contractor can help you with these matters if we raise them with you. You agree to take reasonable steps to ensure that this interference does not occur, by:

Balancing your load across phases if you have more than one phase
Limiting the instantaneous demand of individual appliances
Using equipment which complies with the requirements of Australian Standard AS 2279 with regard to voltage disturbances and harmonics
Ensuring that your installation and equipment complies with the requirements of Australian Standard AS 2344 with regard to electromagnetic interference and
Maintaining a power factor of at least 0.75, or if you are a high voltage customer, a lagging power factor in the range specified by the Tasmanian Electricity Code.

Please contact us or your Electrical Contractor for further explanation of these technical concepts.

You agree that your supply may be disconnected if you fail to correct these and similar problems within a reasonable time of us raising them with you.

You must provide, if requested, details of your connected or planned electrical loads.

6. Your responsibilities in relation to access

Our meter readers, service people and authorised contractors will identify themselves by way of an identification card bearing a photograph of the person and an Aurora logo.

You agree:

To allow our meter readers to come on to your property, and if the meter is inside your premises to enter your premises so as to read the meter, at any time from 7.30am to 6pm Monday to Friday, or if you have made special arrangements with us for the reading of the meter at a particular time (for which we may charge), at or about that time.
That if you should wish to lock a metering enclosure, you must use an Aurora lock so we can still read your meter. Aurora locks are available from our nominated locksmiths - call 1300 13 2003 for more information. We cannot accept any new customer keys.
To allow entry to your premises or property by our service people, or to other people we authorise (such as contractors), for the purposes of inspecting, operating, repairing, installing, replacing, testing, or removing any of our lines, wiring, plant, equipment, or metering equipment or (if applicable) any substation, at or about the time arranged for such purpose, or in the case of an emergency, as soon as the relevant people can attend.
That if you undertake building alterations that enclose or restrict access to your meter, the meter will need to be relocated outside or a remote reading system installed at your cost.
That in all cases where arrangements are made for access, you will make sure that the access is clear and can be gained safely, and that any animal which may impede access or be perceived as a threat to personal safety is kept under control throughout the time of the visit or attendance. If necessary to ensure safe access, safety equipment must be provided for our staff or agents.
To immediately inform us if you do something to affect access to our metering equipment

7. Prices, charging, payment and bonds

Our prices are set out in our current schedule of prices, which forms part of our contract with you. Our tariff prices have been approved by the Regulator. If we should alter our schedule of prices, we will publish the changes in the local newspapers. You may also be advised by letter or advice on your account. If however any change affecting you should not come to your notice, you will still be bound to pay our charges as altered.

Our standard fees include: Connection, Re-connection, Meter test, Change of tariff, Application for supply, and Time switch adjustment. More information on these and other fees is in our price schedule, available free on request.

Unless we agree, you cannot combine accounts from separate installations or from separate meters to take advantage of sliding scale price structures. Similarly you cannot use switching devices to swap supplies at different rates without our agreement.

We will send you quarterly (or at such other intervals as we may agree with you), an account that sets out the charges payable by you for the period covered by the account. The account may also include charges for some other services or items provided at your request, or for which you have become liable, such as bank fees we incur as a result of dishonoured payments. Items not related to your electricity supply (such as poles you may have asked us to supply) will be charged on a separate account.

Any amount due from you that is not paid by the due date shown on the account will be treated as being overdue, and you will then:

Incur an overdue account fee of $5
Become liable for the payment of interest on the overdue amount calculated from the due date

Our overdue account fee is approved by the Regulator from time to time. The rate of interest used is the Commonwealth Bank Corporate Overdraft Reference Rate, as set on 1 July each year.

In addition, depending on your payment history, you may:

Have our services or credit facilities withdrawn
Be subject to legal action to recover amounts outstanding or
Have your electricity supply disconnected, in terms of section 20.

Any disconnection and reconnection fees, or other costs and expenses recoverable from you under our contract with you, may be included in your account.

If after being disconnected for non-payment of an account you pay, or make arrangements to pay, all outstanding fees and charges, you have the right to be reconnected. We must make best efforts to reconnect you the same day, or if that is not possible, the next day.

Before connecting your electricity supply, we may require you to pay a bond. If your connection is for business purposes, we may require a bond if:

You are a new customer with no payment history
You have an unsatisfactory payment history
You have an unsatisfactory credit rating.

If your connection is for residential purposes, we may require a bond if:

You are a new customer and have failed to supply acceptable identification
You have, within the last two years, been responsible for the illegal use of electricity
You have an account outstanding from a previous connection and have failed to make satisfactory payments.

The amount of the bond will be 1.5 times the estimated account for quarterly accounts, or 2 times the estimated account for monthly accounts.

Bond money will be managed in a trust account with interest paid, and refunded:

after two years of satisfactory payments, or
when you cease to be our customer, or
if you change to Pay-As-You-Go metering

The interest rate paid will be the Commonwealth Bank money market call account interest rate, as set on 1 July each year.

We will accept an interest bearing deposit or a bank guarantee in our name in stead of a bond if you wish.

8. Estimates of electricity usage

We may need to estimate your electricity consumption in any of the following cases:

We are unable to access or read your meter
You move into premises before the previous occupant arranged for the meter to be read
There is a change of rates between meter reading days
You have been found to be stealing electricity.

You may be charged for up to three successive quarters (or more in the case of electricity theft) on the basis of our best estimate of the amount of electricity that we believe has been supplied to you in those periods.

In charging on this basis, we will have regard to the actual amount of electricity supplied to the premises or property concerned (whether or not you were then the owner or occupier) in any previously comparable period. We will also have regard for the period of time you were the occupier, and the differences in consumption patterns between you and any other occupier.

Where you have received an account based on an estimate of electricity usage, the next account based on an actual meter reading will be adjusted for the actual electricity usage during the period or periods concerned. However, if instead of an account based on an estimate you should require an account based on an actual reading, you may request that we read the meter prior to the due date on the account. You will be charged the scheduled fee for this service, and we will then send an adjusted account to you.

We will make every effort to ensure that your first account is based on an actual meter reading.

If we find that we continually have difficulties reading the meter we may require that you move it, install a remote reading device, or remedy the situation in some other agreed way.

9. Queries or disputes about charges or services

If you have any queries or complaints about our service to you, please contact us to discuss the matter immediately.

If you would like to dispute any charge, you should contact us immediately.

We will propose arbitration, mediation or negotiation, either direct or before the Ombudsman, for the amount you dispute which we consider to be justifiably disputed. If you pay the balance of the account (or make satisfactory arrangements with us to pay), the disputed amount will be arbitrated, mediated or negotiated in terms as agreed between you and us. The disputed amount will be payable, if at all, on conclusion of the arbitration, mediation or negotiation process.

If the issue is determined in your favour, and the amount or item queried or in dispute has already been paid by you, we will then either credit your account with any refund due (including interest), or send you a refund, as you may choose.

However, if it is determined that the charge is correct, you agree to pay the amount concerned within ten business days of the date of the written advice of the decision. If payment in full is not made within that ten business day period, it will be treated as overdue in accordance with section 7.

Alternatively, if you dispute the amount of an account, and make a complaint to the Ombudsman, then the matter will be determined in accordance with the provisions of the Energy Ombudsman Act 1998.

10. Metering

Unless special arrangements are made, we will be responsible for selecting, installing and maintaining metering equipment in respect of each point of supply at your premises or property

You are responsible for providing and maintaining suitable fireproof mounting and protection arrangements for our metering equipment, including a panel and weatherproof enclosure. Your Electrical Contractor can help you with this.

If you wish you may install your own meters to check the operation of our metering. If you do, you must notify us. Your Electrical Contractor's Electrical Installation Notice will be adequate notification.

11. Accuracy of metering

Unless other arrangements are made between us, we will maintain the meters to all regulated requirements. We will ensure that your meters are accurate to the applicable industry standard. The standard for domestic and small commercial premises is currently 2%.

Metering equipment on your premises or property may be checked by us, or by a meter testing contractor on our behalf, at any time during normal hours. You may also request that your meters be checked, in which case the cost of such checking will be charged to you, but that cost will be refunded or credited to you if the meter, on being tested, fails to meet the applicable industry standard. Where metering equipment requires repair or replacement we will make the appropriate arrangements, and the cost will be borne by the owner of the metering equipment.

Where a meter is shown to have been inaccurate, we will estimate your consumption in terms of section 8 for the period in which the meter was not performing to standard. If as a result we find that you have overpaid us, we will credit the amount of the overpayment (with interest) on your next account or send you a refund, as you may choose. The interest rate used will be the Commonwealth Bank money market call account interest rate, as set on 1 July each year. If we find you have underpaid us, we will estimate the amount owing and include it on your next account.

12. Tampering with metering equipment, lines, etc

If we find that the metering equipment or metering data for your premises or property (or any associated lines or equipment) has been tampered with, or that there has been any other interference such that we consider that your electricity usage has not been measured accurately, you agree that we will be entitled to disconnect your electricity supply.

If, following disconnection of your electricity supply, we agree to resume electricity supply to you, any resumption may (at our discretion) be on condition that you pay a reconnection fee, together with the full cost of repairing or replacing any damaged property, or of making the installation safe.

You also agree to pay our reasonable assessment of any loss we have incurred from a shortfall in recorded consumption as a result of the tampering during the period of your occupancy, together with interest calculated as though the account was overdue.

13. Unmetered connections

For very small or constant loads, such as electric fences and traffic lights, we may supply electricity without a meter. If you are receiving an unmetered supply you must advise us of any change in your electrical load ahead of that change occurring.

If we find that your electrical load has increased, or our equipment has been overloaded without there being any prior notification to us, then we will be entitled to recover from you any additional scheduled fees as assessed by us, and any reasonable costs necessarily expended by us as a result.

14. Lines and equipment

The point of supply, unless we agree otherwise, is defined in section 4.

We will be responsible for maintaining our lines up to the point of supply for your premises or property, and for the installation and maintenance of any other equipment and systems of ours, which we use in supplying you with electricity.

You are responsible for complying with all relevant legislation and maintaining in a safe condition, all lines, fittings, and equipment (other than any owned by us) on your side of the point of supply for your premises or property. You must ensure that your installation is adequate and effectively coordinated with our supply system. Your Electrical Contractor can help you with these matters.

In the case of an overhead service, you will provide suitable facilities for connecting our service cable and mounting our equipment.

15. Trees and safety-related maintenance work

You will keep all trees and vegetation on your property away from our lines and equipment. If you fail to do so you will be liable to us for any damage caused or costs incurred.

If we notify you of a requirement to clear vegetation from our lines and equipment, and the work is not carried out within the time required in the notice, we may undertake the work and charge you for it.

In addition, you agree to meet Aurora's reasonable charges for all safety-related work and for repairing our lines, fuses, meters or equipment, where the problem has been caused by some action taken by you, or by someone for whom you are responsible, or by some omission or failure to act for which we may reasonably hold you responsible.

16. Electrical safety

Before connecting a new electrical installation or one that has been switched off for more than six months, you must produce an Electrical Contractor's certification that the installation complies with the relevant regulations. Where no such certificate is able to be produced, we will not connect the installation concerned until we have either sighted a certificate of compliance or have ourselves certified the installation at your cost.

If at any time it comes to our notice that any poles, lines, trees near lines, fittings, equipment, installation, or appliance on your premises or property is unsafe or does not comply with the relevant legislation, and corrective action should be taken, we may disconnect your electricity supply. Before taking any such action we will endeavour to give you such prior notice as we consider appropriate in the circumstances, although in some circumstances no prior notice may be possible.

Following any such disconnection, we will not be obliged to resume electricity supply until, at your expense, you have taken all steps and done all things necessary to make the site safe, or to comply with all relevant legislation.

17. Interruption of supply

The Electricity Supply Industry Act 1995 provides that we are not obliged to maintain supply in all circumstances.

Your supply of electricity may be interrupted:

For reasons beyond our control, or for reasons of safety or emergency, or to protect our line network or any system through which we obtain electricity, or because of an action taken in the public interest
To comply with a direction given to us under relevant legislation
So that we may carry out maintenance, repairs, or works
In order to protect the supply to other customers
If you are disconnected in terms of section 20.

We will give you reasonable prior notice, although in emergencies it will not always be possible.

18. Damage to appliances or sensitive equipment

We aim to provide you with a safe, reliable, and good quality service which meets the standards specified by the Tasmanian Electricity Code. However the very nature of electricity is such that we are unable to guarantee quality of supply at all times.

It is an inevitable feature of electricity supply that there will from time to time be random power surges and power dips or brown outs. These may cause consequent damage to appliances or machines connected to the supply at the time of the surge or dip.

In some instances these surges or dips may result from factors outside Aurora's control. Examples are storm damage to the distribution or transmission system, branches falling across the wires, wildlife coming in contact with equipment, bushfires, motor vehicle accidents or vandalism.

Where injury or damage to your property results from such factors, Aurora may not necessarily be liable for compensation.

Protection

If you wish to protect your appliances from possible surge or power dip damage, or you have sensitive equipment, or conduct operations, which require a continuous supply of electricity, and therefore require a supply, which is not affected by fluctuations in frequency or voltage, you are strongly advised to install protective devices. Your electrical Contractor will be able to help with advice.

Insurance

If you feel you require it, you are responsible for placing and maintaining in effect all appropriate insurance to cover you for any damage or loss that you might suffer due to any failure of your electricity supply, or any interruption to it, or fluctuations affecting it.

19. Compensation and liability

Where personal injury or damage to your property results from Aurora not taking reasonable care (negligence) we will pay you reasonable damages.

Except as set out in this paragraph, and subject to any statutory provisions, including the Trade Practices Act 1974 (Cth), that bind us, we will not be liable for any loss or damage suffered by any person arising out of or in connection with this contract.

20. Disconnection and resumption of supply

We may disconnect your electricity supply without terminating our contract with you in circumstances provided by the Electricity Supply Industry (Tariff Customers) Regulations 1998.

These circumstances are:

Where you fail to pay an amount that has become overdue (in terms of section 7) and you have made no satisfactory arrangement for payment; or
If a meter on your premises has been tampered with (section 12); or
If we have reasonable grounds to suspect that you have committed an offence in relation to electrical safety or illegal use (sections 5, 12 and 16); or
If we have been unable to access your meter on three successive occasions (section 6); or
If we are maintaining or repairing our equipment or due to other reasons listed in section 17; or
If your use of electricity affects the supply to other customers by introducing disturbances or harmonics (section 5); or
If you request it.

You agree, as a condition of supply, that if you change premises, any unpaid amounts for electricity consumption at previous premises may be included in the account for the new premises.

If these amounts remain unpaid, we may disconnect those new premises. Before disconnecting your electricity supply under this section, we will give you five business days notice. Non-receipt of this notice, or any failure on your part to attend to it, will not mean that we will not be entitled to take the action notified. In matters of safety or emergency we may not be able to give notice.

We will not disconnect your electricity supply for non-payment of an overdue amount where the matter is the subject of a query or dispute referred to us in terms of section 9, or referred to the Ombudsman, until a decision has been made on the matter.

If, following disconnection of your electricity supply, we should agree to resume supply, we may before doing so require you to pay a reconnection fee. If you were disconnected for non-payment, we may also require you to provide a bond (or to increase the amount of any deposit or bond already held by us), or to provide any security (including, for business customers, a guarantee) to secure future payments by you. See section 7 for details.

If we disconnect you under any of the above conditions, we will not be liable for any of your loss or damage.

21. Application of this Standard Tariff Agreement

So long as it remains operative, this Standard Tariff Agreement (as it may be changed from time to time) will continue to apply until it is terminated in accordance with this agreement, regardless of whether you change your address.

22. Terms separately binding

If for any reason any part of this Agreement cannot be enforced or relied upon by us, either in a particular circumstance or generally, that will not affect the other provisions, which remain binding.

23. Assignment and delegation

You may not assign or transfer to anyone else any of your obligations or responsibilities under this Agreement, or under any contract of which this Agreement forms the basis.

We may subcontract or delegate the performance of any of our responsibilities under this Agreement, or under the contract of which this Agreement forms the basis, to any other person or party.

24. Termination

If you should fail to meet your responsibilities under your contract with us, we may send a written notice to you setting out the nature of the breach, the steps that we require you to take to remedy such breach, and the time within which the breach is to be remedied. If you fail to comply with the notice, we may then cancel our contract with you by further notice sent to you. Such cancellation will not, however, release you from any outstanding obligations or responsibilities owed to us.

Termination does not mean that you cannot be re-connected or that you cannot establish a new contract with us.

If you should wish to terminate your contract with us, please advise us. You must give us at least two business days notice so that a final meter reading may be arranged. Charges will then cease at the particular time and date you may arrange with us, and your contract with us will then come to an end when all charges and any outstanding amounts due to us have been paid in full.

This contract is also subject to termination under certain circumstances as set out in the Electricity Supply Industry Act 1995 and Electricity Supply Industry Act (Contestable Customer) Regulations 2005, should you become a contestable customer. We will advise you 9 months in advance of becoming a contestable customer and explain the options available to you.

25. What to do if you are moving

If you are moving, you agree to give us at least two business days notice so that we can carry out a final reading of the meter at the address you are leaving. You also agree to give us your new address, or a forwarding address, before you move.

You agree that any amounts owed to us for previous premises may be included in the account for the new premises, and if not paid may lead to disconnection of those new premises.

Should you vacate your premises but fail to notify us, you will continue to be liable for electricity consumed until we have received notice and a final meter reading has been arranged.

26. Change of circumstances

You will be supplied at the tariff rate(s) initially agreed between us. If your circumstances subsequently change, you may become eligible for an alternative tariff or rebate, or your existing tariff may no longer be applicable.

It is your responsibility to advise us in writing of any relevant change to your circumstances.

27. Your address

We will send all accounts and notices to you at the last address you have given us. We will be entitled to assume that any account or notice delivered or sent to you will reach you within three business days of its dispatch.

28. How to contact Aurora

We provide a range of "1300" and "13" telephone numbers so that you never have to pay more than a local call.

Contact us by telephone

Residential Customers
Accounts, Connections, General enquiries, Payment options, Aurora Pay As You Go
1300 13 2003

Heating product sales and advice, Energy efficiency, Lighting, Hot water
1300 13 2006

New electricity supply
1300 13 7008

Insulation sales
1300 300 545

Business Customers
All business enquiries including: Accounts, Connections, New supply, Heating and cooling advice, Hot water, Lighting, Payment options, Easements, Energy cost management, Private powerlines and pole queries
1300 13 2045

Emergencies and Faults
Power failures, Street light faults, Electric shocks, Safety awareness, Service difficulties, Electricity theft, Vegetation enquiries, Damage to Aurora property, Planned interruptions, Cable locations
13 2004 (24 hours a day 7 days a week)

You can also write to us at:
Aurora Energy Pty Ltd GPO Box 191, Hobart Tasmania, 7001

Our customer commitment

Aurora's Guarantees (located at the bottom of every page of our site) outlines our service guarantees on connections, appointments, repair work, our telephone dealings with you and account payments.

If you think that our service has failed to meet any of our standards, we need to know. We’d also appreciate compliments about our service so that we can pass them on to the people involved. Please use the form below to register your feedback with us, or alternatively you can use freecall 1800 800 753.

Please tell us about your compliment/complaint, including :

the events which led to your compliment/complaint
the location/suburb/postcode where the incident occurred
the date or dates of the conduct or behaviour you are complimenting/complaining about