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Are you an existing aurora+ customer? Sign in here to check your balance, see your daily usage and top up.

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Account management tools

Use our free online account management tools and forms to manage your account quickly and easily.

Manage my account

 

Some Aurora Energy customers have been affected by a recent billing issue and your bill may be delayed. We're working hard to get your bill to you as soon as possible. 

Your bill

Your bill may show a longer supply period 

Depending on how long your bill has been delayed, your bill may be for more days than usual, you can find the supply period on page 3 of your bill.

You can make a payment onto your account 

If you wish to make payments toward your account now, you can. Any payments you make will come off the balance and you’ll see this reflected on the bill when you receive it. You can find your account number on an old bill, or you can give us a call and we'll let you know what it is. 

If you have aurora+, your app balance is correct and you can make payments onto your account via the in-app payment function. These payments will be reflected on your aurora+ balance. 

Make a payment

 

You may receive multiple bills within a short time

Depending on when we are able to get your delayed bill to you, you may receive multiple bills within a short time of one another. If you're waiting to receive your bill before making any payments we understand this could mean you need more time to pay. 

Support 

If you are struggling to pay, we have more support than ever before. We have long and short payment plans available, as well as our industry leading hardship program, YES. Contact us to see how we can help you. 

Payment support

 

Contact us 

We apologise for any inconvenience this may cause. If you have any questions or concerns, please don’t hesitate to contact us via the form below.

 

Are you a business or residential customer

If your Aurora Energy account is in credit, you may be able to request a refund directly to your bank account.

You can submit your request online here:
Request a Refund

Before you get started, please take a moment to check the eligibility criteria below.

Eligibility Criteria

To make sure your refund can be processed:

  • You can request a refund once every 3 months.

  • Refunds must be for $50 or more.

  • We can’t process a refund if your next scheduled meter read or bill is due within the next week.

  • Government incentives aren’t eligible for refund.

Processing Time

  • Refunds are usually processed within 5–7 business days.

Do you want to connect your electricity?

To connect your electricty please complete the connection form.

Connection form

What type of payment enquiry do you wish to make?

Westpac gateway

Payment extension form

Do you want more information about your product options?

Our products

Preferred contact method
I wish to receive my bills via email


The Life Support Request form can be used to request to add Life Support protections at your premises, to notify us you no longer require Life Support at your premises or to submit a general Life Support question

Life Support Registration Guide

How to Notify Us

Let us know you have life support via our online Life Support form (Life Support Request) or call 1300 132 003.
Make sure to include the type of life support equipment you have.

Important:
If you need life support protections within the next 10 business days, please call us so that we can add life support to your account immediately. 
Online forms can take up to 10 business days to be processed.

Life Support Request 

Temporary Registration

  • We’ll register your home temporarily and send you a medical confirmation form to complete with your doctor.
  • If the form is not completed by the due date, we’ll send you a reminder.
  • If we don’t receive confirmation after reminders, this may result in the life support flag being removed from your account.

Medical Confirmation

  • If you’ve moved from another electricity retailer, you may be able to use the medical confirmation form you provided to them, if the form is less than 4 years old.
  • Retailers are required to keep these documents for 110 days after you cease to be a customer.
  • If you believe this applies to you, please contact your previous retailer to request a copy to provide to us.

Important Notes

  • The life support flag will be added to your account from:
    • The day you call, or
    • The day your online form is processed (up to 10 business days after submission).
  • Concessions are applied once your completed application form is processed.

We can appreciate this is a difficult time and that making these arrangements can be quite stressful. We’re here to help make this as simple and stress-free as possible.

Your Request (select one or more)
Your request will be sent to our specialised team, who will be in touch with you within 2 business days. Alternatively, you can contact our Estate Enquiries line directly on (03) 6216 5376.
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