"Be invested, and make a difference.
Be open, learn, and improve.
Think big, be bold."

- The Energy Charter

Delivering better customer outcomes together

These values are ones held by The Energy Charter, a voluntary commitment by energy businesses to putting the customer at the centre of their businesses and delivering better outcomes for them. Aurora Energy has been a strong supporter of the Energy Charter since its inception and is proud to be a founding signatory.

What is the Energy Charter and how does it help customers?

The Energy Charter is an industry-led, world first, whole of sector initiative to address customer expectations and has 5 principles in action:

Put customers at the centre of our business and the energy system
Improve energy affordability for customers
Provide energy safely, sustainably, and reliably
Improve the customer experience
Support customers facing vulnerable circumstances

Read the Charter

To bring these principles to life Aurora, along with our fellow Energy Charter signatories, have co-designed the #BetterTogether initiatives which help to build capacity for collaboration across the energy sector.

Each year our business also publishes a report outlining the progress we have made against each of the Charter’s five Principles.

See the Aurora Energy 2023 Energy Charter Disclosure here

Some of our #BetterTogether initiatives

These are collaborative initiatives focussed on delivering tangible customer and community outcomes. We're involved in a range of Energy Charter BTs, including:

Knock to Stay Connected (K2SC)

This program ensures electricity and gas customers facing disconnection are provided one last physical reminder of the risks of not paying a bill.

Cost of living Supports

Under this program, Energy Charter signatories have committed to a range of relief, support and prevention that assist customers and communities facing vulnerable circumstances as cost-of living pressures rise.

National Customer Code

The Customer Code for Energy Brokers, Consultants and Retailers improves customer outcomes, particularly those in commercial and industrial markets, by driving a principles-based National Customer Code for Energy Brokers, Consultants and Retailers. There are 44 energy brokers, consultants and retailer signatories to the Code, including Aurora Energy and Tasmanian energy brokers.

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