Frequently Asked Questions

Yes, if you find that Aurora PAYG+ is not the best product for you, you do have the option to change to a different energy product once every 12 months. Our Customer Service Team can help you find the best solution for your energy needs.

 

No, solar is not compatible with Aurora PAYG+; however, we are constantly working to bring you new and better solutions for your energy needs.

 

As PAYG is nearing the end of its life and is no longer able to be supported, our priority is to move these existing PAYG customers over to a functioning energy product. We are working hard to have Aurora PAYG+ available to more customers in the near future.

 

No. It’s not recommended that you turn your main power switch off as this will also turn the meter off - as advanced meters are read remotely via the mobile phone network, this will cause the meter to flag as an error in our system and a crew will be sent out to investigate. It is possible to turn your power off without turning your meter off however how for this to be done correctly, it will depend on the specific installation of the circuit breakers at your property. If you would like more information about please call us.

 

Yes. We take your privacy and data security very seriously and adhere to strict privacy controls. We are bound by the Personal Information and Protection Act 2004 (Tas.) and the Australian Privacy Principles (Principles) contained in the Privacy Act 1988 (Privacy Act). You can view our Privacy Policy.

The data sent to us only contains your meter identification number.

 

Yes. All advanced meters installed in Australia meet strict safety standards. They are regulated by the Australian Communications and Media Authority (ACMA) and have frequencies similar to common household electronics like mobile phones and televisions. The Australian Radiation Protection and Nuclear Safety Agency (ARPANSA) sets exposure limits and states that no scientific evidence exists that low levels of radio-frequency electromagnetic energy exposure from digital meters causes any health effects or symptoms of ill-health.

 

We won’t know if extra work is needed until our technician visits the property and assesses the existing meter installation. In some cases, an electrical contractor will be needed to carry out the extra work and the cost of this may be the responsibility of the property owner. We will contact the account holder to discuss next steps.

Because no two homes are exactly the same, we will talk to each individual property owner about any extra work needed and how we can progress the meter exchange at the property.

 

If your tenants are the Aurora Energy account holders for the address, they will receive correspondence from us advising of the meter upgrade and the need to choose their energy product. While there is no requirement for you to do anything, you may wish to contact your tenant to let them know that you are aware of what is happening.

 

If any extra work required is required in order for us to safely exchange the meter, we will contact the account holder before any work takes place to discuss the next steps.

In some cases, an electrical contractor will be needed to carry out the extra work and the cost of this may be the responsibility of the property owner.

Because no two homes are exactly the same, we will talk to each individual property owner about any extra work needed and how we can progress the meter exchange at the property.

 

No. Your tenants will need to contact us when moving in and out of the premises. This ensures that only the people using the power are liable for any costs incurred. Advanced meters can be remotely read, which means that we can establish or close their account the day they call - there is no delay in waiting for a meter reader to visit the property.

 

If you are the Aurora Energy account holder for the premises, it is entirely your choice which energy product you switch to. You may wish to speak with your landlord, just to let them know what is happening.

 

While you will only have one username and password for the app, you will be able to install the app on multiple devices.

 

If our technician finds any pre existing issues with your electricity installation, we will call you to let you know, and you might need to contact your landlord so that they can organise an electrical contractor to attend.

 

Aurora Energy has worked hard to bring you an easy to use product. There is a short video on our website to explain the features of Aurora PAYG+ and how to use it. Our customer service team is also available to lend a hand should you have any other questions.

 

Yes. From time to time we will make updates to the app to ensure that you are getting the best experience possible.

 

Data usage for the app will be minimal. You will be able to check the data usage on the app via your mobile settings.

 

You can turn off in-app notifications via your phone settings however we recommend keeping them on as we will only be sending you important account notifications such as reminders when your account balance is getting low.

 

We are serious about your privacy and to ensure your private information is protected, there will only be one username assigned to an account

 

When you make a payment using your debit or credit card in the app or using the Aurora PAYG+ website, your account balance will update immediately. However, payments made in other ways (e.g. BPAY or through the post office) may take between 1-5 business days to process before your account balance is updated.

 

You can pay via BPAY, direct debit, Centrepay, over the phone, at Australia Post, Service Tasmania and via cheque in the post.

 

If you have an eligible concession card and you are the account holder you may be eligible to receive the Tasmanian Government Annual Electricity Concession. This concession provides a daily discount of 137.980c per day. Please contact our Aurora Customer Service team if you are unsure if you qualify.

 

When your balance gets low or goes below $0 we will send you notifications reminding you to top up. You will also receive a monthly statement which shows your account balance.

If you have an outstanding amount on your statement, you will have 14 days to pay the balance; failure to pay by the due date may result in late payment fees and overdue interest as well as further credit action such as disconnection.

We understand that circumstances can change and this may affect how you pay, we can help – just call our Customer Service Team on 1300 132 030 Monday to Friday 8am - 6pm.

 
 

You will receive a monthly account statement via email that will outline your account balance at the time the statement was created. The account statement will also display an overview of your energy usage for the month.

If your account balance is below $0 you will have 14 days to top up your account balance. Fees may apply for late payments.

 

Yes, you can set up periodic payments via Centrepay or Direct Debt via Centrelink, your Financial Institution or with us online or over the phone.

 

Yes. We offer a range of payment options including prepayment, you can view your payment options or call our Customer Service Team to discuss the best option for you.

 

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