Charters, policies and your right to information

Policies

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

• Code of Conduct
• Commonwealth Regime Disclosures Procedure
• Complaint Management policy
• Compliance Policy
• Consumer Data Right Policy
• Family and Domestic Violence Policy
• Fraud and Corruption Policy
• Hardship policy (Your Energy Support program)
• Health Wellbeing and Safety Policy
• Modern Slavery Policy
• Modern Slavery Supplier Code of Conduct
• Procurement Policy
• Public Interest Disclosure Procedures
• Public Interest Disclosures Policy
• Recruitment and Selection Policy
• Right to Information Policy
• Risk Management Policy
• Shareholder Communication Policy
• Sponsorship Framework
• Statement of notifiable matters
• Summary of Treasury Policy
• Workplace Behaviour Policy 

Charters 

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

• Board Audit, Risk and Compliance Committee Charter
• Board Charter
• Customer Service Charter
• Internal Audit Charter
• Matters Reserved to the Board
• People & Culture Committee Charter 

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 $49.00 as at 1 July 2026. (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 

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

Our previous disclosures under Right to Information are avialable on this website. Find our previous disclosures here

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.

• Aurora Energy Privacy Policy (PDF 319KB)
• Aurora Energy Privacy Collection Statement (PDF 174KB)
• Aurora Energy Credit Reporting Policy (PDF 477KB)
• Aurora Energy Statement of Notifiable Matters (PDF 299KB)

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
GPO Box 191
Hobart TAS 7001

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

To help protect your account and prevent identity fraud, we may verify your identity using the Australian Government's Document Verification Service (DVS).

What information we collect

If you agree, we will collect information from your identity document, such as your:

• name;
• date of birth;
• document number;
• document expiry date (where applicable); and
• any other information reasonably required to verify your identity.

Why we collect your information

We collect, use and disclose your personal information to:

• verify your identity;
• establish, manage and administer your energy account;
• help protect you and us from fraud and identity theft;
• comply with our legal and regulatory obligations, including obligations under the National Energy Retail Law and other applicable laws; and
• provide our products and services to you.

How your information will be used

With your express consent, we will submit your identity document information for verification through the Australian Government's Document Verification Service (DVS).

Your identity document details will be transmitted via our identity verification service provider to the DVS Hub, which will securely send the relevant information to the government authority that issued your identity document to verify whether the details you have provided match its records.

The DVS returns only a verification result. It does not provide us with a copy of your identity document or additional personal information held by the issuing authority.

Who we disclose your information to

To verify your identity, we may disclose your personal information to:

• providers of identity verification and related technology services that assist us to perform identity verification on our behalf;
• the Australian Government DVS Hub;
• the government agency that issued your identity document for the purpose of verifying your identity; and
• other persons or organisations where authorised or required by law.

Further information about how we collect, use, store and disclose your personal information, including disclosures to identity verification service providers, the DVS Hub and document issuing authorities, is available in our Privacy Policy.

Your consent

Using the DVS is voluntary unless identity verification is required by law or is reasonably required before we can provide a particular product or service.  By providing your express consent, you authorise us to submit your identity document information for verification using the DVS for the purposes described above. You may withdraw your consent at any time before the verification request is submitted. If you choose not to use the DVS, we may ask you to verify your identity using another approved method.

How we protect your information

We handle your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and our Privacy Policy.  

Privacy enquiries and complaints

If you have any questions about how we handle your personal information, or wish to make a privacy complaint, please contact:

Privacy Officer

Privacy Officer
Aurora Energy Pty Ltd
GPO Box 191
Hobart TAS 7001

If you have questions or complaints about the operation of the DVS Hub, you may contact the DVS Hub Framework Administrator (Attorney-General's Department) at IVS.Manager@ag.gov.au.

If you are not satisfied with our response to your privacy complaint, you may also make a complaint to the Office of the Australian Information Commissioner.

We’re committed to operating ethically and taking action to assess and address the risks of modern slavery in our supply chain and operations. We have a strong policy framework in place to manage our modern slavery risks and obligations. Key controls, including our Modern Slavery Policy and Supplier Code of Conduct.

Modern Slavery Policy 

Our Modern Slavery Policy, found here, was introduced in 2019 to demonstrate our commitment to complying with the Modern Slavery Act 2018 (Cth).  The purpose of our Policy is to:

• minimise the risk of modern slavery occurring within our business, our supply chain or in any other business relationship;
• demonstrate our commitment to only doing business with those who fully comply with laws relating to modern slavery and comply with reporting requirements under the Modern Slavery Act 2018 (Cth); and
• ensure compliance with the reporting requirements under the Modern Slavery Act 2018 (Cth).

Supplier Code of Conduct

As part of our ongoing response to modern slavery risks, we have developed and implemented a Supplier Code of Conduct. The Supplier Code of Conduct, found here, outlines the expectations for ethical business practices we have for our suppliers.

Modern Slavery Statement

Our current Modern Slavery Statement can be found here.

• Modern Slavery Statement 2020-21
• Modern Slavery Statement 2021-22
• Modern Slavery Statement 2022-23
• Modern Slavery Statement 2023-24

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+ to provide continuous improvements.

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.

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:

• Facebook
• Instagram
• LinkedIn
• YouTube

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

Availability
Our social media channels are moderated Monday to Friday 9am-5pm. Please note that all comments are hidden until moderated. Our social media channels are not managed for customer service purposes. For all customer enquiries, call our local team on 1300 132 003 (Mon-Fri, 8am-6pm) or use our online enquiry form or feedback form.

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
• abusive
• misleading
• 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.