Struggling to pay your power bill? 

We can help. 

We have a number of support options to help you get back on track and stay connected. Just call our friendly, local team to talk through the best option for you. 

Support for small business

If your business has been impacted by COVID-19 and you're struggling to pay your bill, you may be eligible for support via our COVID-19 Customer Support Program. 

Get Support 

COVID-19 Support

If you've been affected by COVID-19, we can help. We've set up a customer support fund of $5 million specifically to help our residential and small business customers impacted by the pandemic. 

Read more below

Payment Plans

If you need some extra time, we have 12 or 18-month plans available. You can pay off your debt, as well as keep up with your ongoing usage. 

Find out more about payment plans here

Payment extensions

You can extend the due date of your bill or pay it off in smaller payments over 3 months.

Request an extension here

YES Program

With tailored support, our YES (Your Energy Support) program can help you take control of your power bills. For the next six months, we'll even cover one of your fortnightly payments each quarter up to $200 per payment*

*Conditions do apply - read more here

Concessions

If you are eligible, you may be able to access discounts on your electricity bill. Find out if you're eligible and how to sign up here.

Aurora Energy COVID-19 Customer Support Program

 

Aurora Energy has established a COVID-19 Customer Support Program supported by a $5M Customer Support Fund specifically to help our residential and small business customers impacted by the pandemic. 

This will allow us to help people pay their energy bills and allocate more resourcing to people experiencing hardship through things like bill relief, waiving fees and charges, freezing debt, payment plans, and more.

Small business support

If you’re a business and you’re struggling to pay, please fill out our online form and our dedicated team will get back to you about how we can help.

Get support

Residential support

If you’re a residential customer and you need extra support please contact us. Our friendly local team is ready to help you in any way we can. 

Get support

Winter Energy Supplement

The Tasmanian Government has announced a Winter Energy Supplement of $125 to Aurora Energy customers who have an eligible concession card. 

What you need to know

  • It is a once-off discount of $125 per household and will be applied to your next bill after 30 June 2021, or shortly after.
  • You are eligible if you qualify for the Annual Electricity Concession on 30 June 2021. This needs to be linked to your Aurora Energy account.
  • Eligible cards include DVA or Centrelink Pensioner Concession Cards, Health Care Card, or ImmiCard (Bridging Visa E). 
  • If you become eligible after 30 June 2021, you will still get the supplement as long as you are eligible during the period 1 July 2021 to 31 August 2021 and notify us. 
  • The Winter Energy Supplement cannot be exchanged, transferred, or refunded where your Aurora Energy account is in credit.

If you have not already done so, you can add your concession card to your account here

If you are eligible for the Winter Energy Supplement, we will apply this to your bill automatically, there is no need to call.


If you pay for electricity in another way 

If your electricity is not supplied from a retailer because of your living arrangement (e.g. Retirement Village, Caravan Park) and you have an eligible concession card, you can apply for the Winter Energy Supplement through the Tasmanian Government's Cost of Living Grant Program.


 

We'll keep you updated

 

As we work closely with and follow the advice of the Tasmanian Government and relevant health authorities, we are doing all we can to keep our staff and the community safe.

 

During these challenging times, we're committed to giving you our best. Our team will continue to provide the best possible service and support to all our customers.

 

Due to the effects of COVID-19 we have less staff available to answer your calls and wait times may be longer than usual.

 

Our focus is to ensure energy supply for all our customers and priority will be given to those needing a connection.  

 

We'll continue to keep you updated as the situation progresses. 

 

Thank you for your support.

 

 

Tasmanian Government support 

The Tasmanian Government has approved:

• A price increase cap for 12 months on electricity bills. 

• A 100% waiver for all eligible small business customers on their next bill after April 1st, 2020. 

 

Estimated bills

TasNetworks have recommenced normal meter reading operations in all regions of Tasmania, including reading meters inside homes and businesses, unless someone in the property identifies as awaiting COVID-19 test results.

Find out more

Bills and payments

We understand that these can be uncertain times financially. That's why we have a range of payment options and hardship programs. 

Find out more

Please be assured we are working through the impacts of the COVID-19 situation. We'll continue to update you as quickly as possible.

Frequently asked questions

Will my bill be estimated?

TasNetworks have recommenced normal meter reading operations in all regions of Tasmania, including reading meters inside homes and businesses, unless someone in the property identifies as awaiting COVID-19 test results.

Read More
I am struggling to pay my bill by the due date, what can I do?

We understand that these are uncertain times financially. We have a range of payment options and support programs to help.

Read More
What does 'price increase cap' mean?

This means that the price you pay for power will not rise.

Read More
I have a small business, how can you help me during COVID-19?

We've established a COVID-19 Customer Support Program supported by a $5M Customer Support Fund specifically to help our residential and small business customers impacted by the pandemic.

Read More
I need a connection, can I still get one?

Absolutely, our priority is to ensure the supply of all our customers. Please call us on 1300 132 003 to arrange your connection.

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Will we lose power because of COVID-19?

No. Tasmania’s energy supply remains secure.

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I have an advanced meter, will my bill be estimated?

No, if your advanced meter is remotely read, your usage data will continue to be sent to us on a daily basis and you will receive your bills as normal.

How do I estimate my bill?

To estimate your next bill, you can visit our bill estimator tool - you'll just need your last bill and access to your meter.
If you want even more visibility of what you're using, you can switch to aurora+ and understand what your energy use is costing you down to the hour.

Read More
Am I eligible for a pensioner discount for my business?

No, pensioner discount concessions only apply to residential accounts.

View all FAQ's