It’s what you experience that matters to us and we are committed to addressing your complaint as soon as possible.
Should we be unable to do so immediately, you will receive notification within 3 working days and we will attempt to resolve your complaint with 10 working days.
Some complaints may be more complicated than others and therefore, require more than 10 working days. If this is the case, we will explain the reason for the delay, advise you of a new timeframe for resolution and keep you informed of progress.
We will contact you to advise our decision regarding your complaint and the reasons for that decision. If we are unable to resolve the complaint to your satisfaction, you have the right to contact the Tasmanian Energy Ombudsman (External link).
If your enquiry is specific to your account (including updating personal information), you need to include the identification you have provided Aurora Energy to access your account. If you have forgotten, we will contact you by email to confirm these details.
Please select the ID type that Aurora has on file
By submitting this online form you acknowledge and understand the way Aurora Energy collects, uses and discloses your personal information as set out in our privacy collection statement (PDF 57KB).