Electrical Contractor Help Page

Aurora Energy will soon introduce remote disconnections (DEEN) and reconnections (REEN), allowing the meter to be switched on or off via the meter remotely with no site visit required. This service is designed to be quick, safe, and completed within the timeframe agreed with the customer.

Remote Disconnections & Reconnections will not be used if:

• Life support equipment is registered at the premises
• Remote communications with the meter cannot be established
• Excessive load is detected onsite (800 Watts or above) during re-energisation attempts.
• Safety concerns are identified onsite

Remote Disconnections & Reconnections Overview:

• Remote disconnections (DEEN) and reconnections (REEN), applies only to eligible residential and small business sites with compatible meters.

Safety First:

• Remote Disconnections & Reconnections do not replace isolation procedures. Electrical Contractors must follow all safety protocols when working onsite.

Isolation:

Electricians should not assume a site is energised or de-energised based on occupancy or appearance alone. With remote services, disconnected sites will not have physical signage or onsite notification.

If you are undertaking any electrical work—such as metering, wiring, repairs, demolitions, or renovations—you must physically isolate the supply and circuits you will be working on. Isolation must be performed in accordance with AS/NZS 4836: Safe working on or near low voltage and extra-low voltage electrical installations and equipment.

Life Support Sites:

• Premises with registered life support equipment are excluded from remote services. Manual handling and additional safety checks apply.
• If you have a customer requiring life support, refer them to this form to register with Aurora Energy or contact us 1300 132 003.

Remote disconnections will not occur:

• Before 8am or after 3pm on business days
• Fridays or days before public holidays
• Weekends or public holidays
• Days between 20–31 December inclusive

Customers must at the time of requesting remote services:

• Confirm no electrical work is underway
• Ensure safe access in case a fault occurs, or a site visit becomes necessary
• Turn off the consumer main circuit breakers and appliances before reconnection ensuring the isolation switch stays on
• Before the move in date please turn off all electrical appliances at the property. Turn off the main switch found with your circuit breakers or switchboard. Ensure any switches or meter isolators found on the meter panel are left on. The meter display should still be on. Try a different switch if the meter display turns off.
• Disconnect any alternative power sources
• Provide meter numbers if needed
• Contact an EC to Submit CEC/EWR if disconnected for over 6 months

Remote Reconnections & Disconnections are not available for:

• Sites with high voltage or CT metering (COMMS4C)
• Basic (Type 6) meters
• Sites with manual-read remote meters

• For general enquiries you can contact our local team online here.
• Technical support: Contact the Electrical Contractor Helpline on 1300 085 055.

• Aurora website - Remote Disconnection & Reconnection – Information for Electrical Contractors
• CBOS newsletter & Facebook

Direct email communications to licensed electrical practitioners

You can contact our dedicated electrical contractor helpline on 1300 085 055 or email us at EC.Helpline@auroraenergy.com.au