Delivering better customer outcomes together

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Be invested, make a difference.

Be open, learn, and improve.

Think big, be bold.

 

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 is proud to be one of 19 energy companies from across the supply chain, and the only Tasmanian organisation, to have voluntarily committed to the Energy Charter. 

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:

 

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

 

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. 

This year, COVID-19 has been extremely challenging for all Australians, with many facing financial pressure and vulnerability. The energy sector has come together to support customers and businesses and ensure they have access to the right resources. This means Aurora and other Charter signatories can offer assistance suited to your needs, including:

  • Payment flexibility.
  • A guarantee your lights will stay on until you get back on your feet.
  • Waive late fees and charges. 
  • Review your electricity plan to make sure you're on the best one for you. 
  • Provide energy efficiency tips and advice.
  • Let you know about discounts and government support.  

You can learn more about The Energy Charter here


Have you been impacted by COVID-19?

We're here for you. 

Aurora Energy has established a COVID-19 Customer Support Program and a $5M Customer Support Fund specifically to help our residential and small business customers impacted by the pandemic. 

This will allow us to help people pay their energy bills and allocate more resourcing to people experiencing hardship through things like bill relief, waiving fees and charges, freezing debt, payment plans and more.

Get support here