COVID-19 Customer Support Program

 

Over the past few weeks, we’ve been working with the Tasmanian Government to identify ways we can support our residential and business customers.

The Tasmanian Government has approved:

• A price increase cap for 12 months on energy bills. 

• A 100% waiver for all small business customers on their next bill after April 1st, 2020. 

 


As Tasmanians ourselves, we know it’s a difficult time financially for a lot of people in our community. We are committed to standing alongside our 280,000 residential and small business customers.


 

Aurora Energy has established a COVID-19 Customer Support Program supported by 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.

Small business support

If you’re a business and you’re struggling to pay, please fill out our online form and our dedicated team will get back to you about how we can help.

Get support

Residential support

If you’re a residential customer and you need extra support please contact us. Our friendly local team is ready to help you in any way we can. 

Get support

We'll keep you updated

 

As we work closely with and follow the advice of the Tasmanian Government and relevant health authorities, we are doing all we can to keep our staff and the community safe.

 

During these challenging times, we're committed to giving you our best. Our team will continue to provide the best possible service and support to all our customers.

 

Due to the effects of COVID-19 we have less staff available to answer your calls and wait times may be longer than usual.

 

Our focus is to ensure energy supply for all our customers and priority will be given to those needing a connection.  

 

We'll continue to keep you updated as the situation progresses. 

 

Thank you for your support.

 

Estimated bills

Due to the impacts of COVID-19, TasNetworks has suspended meter reads to keep customers and their crews safe. Because of this quarterly bills will now be estimated.

Find out more

Bills and payments

We understand that these can be uncertain times financially. That's why we have a range of payment options and hardship programs. 

Find out more

Please be assured we are working through the impacts of the COVID-19 situation. We'll continue to update you as quickly as possible.

Frequently asked questions

I am struggling to pay my bill by the due date, what can I do?

We understand that these are uncertain times financially. We have a range of payment options and support programs to help.

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What does 'price increase cap' mean?

This means that the price you pay for power will not rise.

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I have a small business, how can you help me during COVID-19?

We've established a COVID-19 Customer Support Program supported by a $5M Customer Support Fund specifically to help our residential and small business customers impacted by the pandemic.

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Will my bill be estimated?

Yes, if you have a basic meter that needs to be read each quarter.

Due to the impacts of COVID-19, TasNetworks has suspended all meter reads to keep customers and crews safe.

This means that all quarterly bills will be estimated until further notice.

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I need a connection, can I still get one?

Absolutely, our priority is to ensure the supply of all our customers. Please call us on 1300 132 003 to arrange your connection.

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Will we lose power because of COVID-19?

No. Tasmania’s energy supply remains secure.

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I have an advanced meter, will my bill be estimated?

No, if your advanced meter is remotely read, your usage data will continue to be sent to us on a daily basis and you will receive your bills as normal.

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