Charters, policies and your right to information

The way we hold ourselves accountable are set out in our policies and charters. This information is available for the public and is the first place to look if you have any questions about how we run things.

 

Policies

The following policies indicate how we work and how we interact with our customers and the general public:

Charters

We have the following charters that guide the governance of our organisation:

Our terms and conditions 

Right to information

The Right to Information Act 2009 provides for greater public access to information held by government entities, including Aurora. If you would like to make an application for information, please:

  • Contact us first to discuss the information you are seeking, and whether the information can be released without the need to make a formal application; and
  • Check to see whether this information is already publicly available (for example, it may be published on our website or contained within an Annual Report).

RTI applications are to be accompanied by the application fee, which is $40.50 as at 1 July 2020. (Please make cheques payable to: Aurora Energy Pty Ltd.)

You can request that the fee is waived if:

  • you are in financial hardship, such as receiving Centrelink or Veterans Affairs payments
  • you are a Member of Parliament and the application is in connection with your official duty
  • you are a journalist and the application is in connection with your professional duty
  • you are able to gives us information which shows that the information sought is intended to be used for a purpose that is of general public interest or benefit.

To apply, you can view and print our Right to Information application form (PDF 88Kb).

If you are not using the form, you can apply in writing with the information requested in the form.

Applications should be addressed to:

Right to Information Officer

Aurora Energy Pty Ltd

GPO Box 191

Hobart TAS 7001

Or email: RTI@auroraenergy.com.au

Retailer of last resort

Aurora Energy is the nominated Retailer of Last Resort (or RoLR) for Tasmania through the National Electricity Retail Law (NERL).

The nomination of a RoLR offers consumer protection for customers in retail markets where there are two or more retailers providing electricity to consumers. It means that you will always have access to power, even if in the future your retailer ceased to operate.

For residential customers and small business customers who use less than 150MWh per annum, our terms and conditions set out in Aurora Energy's Standard Retail Contract.

For large customers, with energy use above 150 MWh per annum, we have default Terms and Conditions for Large Customers (PDF 178KB)

If you believe that your retailer has ceased to operate, please contact Aurora Energy on:

Residential: 1300 13 2003

Business: 1300 13 2045

More information on how a RoLR event will be managed and coordinated is available from the Australian Energy Regulator.

Privacy and credit reporting

We are bound by the Privacy Act and will protect your personal information in accordance with the Australian Privacy Principles. These principles govern how we can collect, use, hold and disclose your personal information.

Customers can obtain further information in relation to privacy at Aurora Energy, including a hard copy of the above policies, by contacting our Privacy Officer as follows:

Privacy Officer
Aurora Energy Pty Ltd
21 Kirksway Place
Hobart TAS 7000

Email: privacy.officer@auroraenergy.com.au

You can also contact Aurora Energy's Privacy Officer via our online customer feedback form.

Should you request access to your personal information we will respond to your request as soon as possible.

Online security 

You must ensure that your password and username are kept secure and confidential and not revealed to any other person. Furthermore, you are entirely responsible for any and all activities that occur under your username.

You agree to notify Aurora Energy immediately of any unauthorised use of your username or any other breach of security.

Aurora Energy may anonymously monitor your and other users' use of the Aurora Energy website and Aurora Online to provide continuous improvements.

Customer research

From time to time we conduct research with our customers to better understand their needs and make sure we are developing the right products and services.

Often we will partner with a third-party provider to assist.

If you have received an invitation to participate in research you can find more information here.

Social media terms of use

Aurora Energy aims to advise, educate and help Tasmanians to make better energy choices in an environment that respects the opinions and values of all.

By using or posting on Aurora Energy’s social media channels, you are accepting the ‘house rules’. We developed these rules for use of our social media channels to ensure they remain a positive experience for all users. Our channels include:

The Aurora Energy Terms of Use may be modified at any time. It is your responsibility to keep up to date with changes.

Availability

  • Facebook is monitored Monday to Friday 9am-5pm

  • Messenger: Our account is monitored Monday to Friday 9am-5pm, with a next business day response

  • LinkedIn and YouTube are updated Monday to Friday 9am-5pm

Before contacting us via social media, you might like to search our website to see if your question has already been answered. Alternatively you can contact us here.

Appropriate content

We ask our Facebook, LinkedIn and YouTube communities to apply a common sense approach when making comments or responding to posts.

We moderate our social media channels. While we welcome debate and acknowledge criticism, any comments, links, photos and videos deemed inappropriate will be ignored and monitored. If necessary, we may delete them. If a user posts inappropriate or offensive material on our social media channels, we may block the user. Furthermore, users posting inappropriate or offensive material may also be reported to the specific platform.

What is inappropriate content?

Inappropriate content includes information that is:

  • inflammatory

  • defamatory

  • commercial or promotional

  • spam

  • overtly party political

  • considered bullying and harassment

  • compromising a person’s privacy or personal details (for example, a phone number)

Our social media channels are public spaces. To protect your privacy, please don't provide personal information such as phone numbers, email addresses or other personal identifiers.

Under general circumstances, we don't collect personal information from our social media channels. However, by agreeing to these Terms of Use, you agree to Aurora Energy’s Privacy Policy. If a user violates our Terms of Use then we may record the relevant username and subsequent interaction with us in accordance with our Privacy Policy. This is so we can identify any users should they repeatedly post offensive comments or spam and then delete the content and/or block if necessary.

Disclaimer

By using or accessing our social media channels, you agree to the following disclaimer. Aurora Energy is providing the public with an opportunity to engage with us on our social media channels. Aurora Energy does not endorse, and is not accountable for, any user content of these channels.

Aurora Energy disclaim any liability and responsibility for any losses, costs, expenses or damages relating to the use of its social media channels. We strongly advise you to seek independent professional advice before making any investment decisions.