Your energy account is changing

We're moving to a new customer account management system.

Your Aurora Energy account will be transitioned in the next day or so (from the day you received your email). We'll make the process as smooth as possible however, you will notice a few changes. 

Your account number will change soon	You may experience outages in the app for up to 10 days.	Don't worry, your usage will still be recorded and you'll stay on the same energy plan	Your power will NOT be turned off, even if your balance goes below $0

What you need to know

• Your account number will change. If you pay within the app, there is nothing you need to do. If you pay via direct debit (through your bank), BPAY, or Centrepay you'll need to update your account details on these channels. (We'll let you know what your new account number is in the next few days.)

• If you have a concession, you'll continue to receive it. After your account is moved, your concession information will appear differently within the app. Find out more here.

• Your new account number will be available within your app. You'll need all 9 digits if you want to set up BPAY (biller code: 5595), Centerpay, or direct debit. Find out where to find it here. 

• If you accidentally make any payments into your old account, don’t worry!  We'll identify that this has happened and we'll transfer the funds into the correct account, this may take us a few days to process.

• You will remain on the same energy plan and the change won't make any difference to your account balance.

• If you have a payment plan set up, our team will make sure this stays in place and will contact you if anything changes. Any concessions you have will not be affected.

• Your aurora+ app will be unavailable for up to 10 days and you'll notice some changes to how you view your energy data. Find out more here.

• Your power will not be disconnected, even if your balance goes below $0.

• Your monthly bill will also look a little bit different. Find out more here

• You may receive a bill with a balance of $0.  This bill simply shows that your balance and payments have been transferred to the new system, it does not require payment and you'll receive your next bill as previously scheduled. 

In the meantime, there's nothing you need to do. We'll send you another email soon confirming your new account number. 

Good things are happening 

There are some exciting updates coming to aurora+ very soon. So keep your eyes peeled to see even better features to help you manage and find savings with your energy. 

Questions?

If you have any questions or concerns about the change, contact the team here.

If you'd like to provide feedback, please use our customer feedback form