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Over the past few weeks, we’ve been working with the Tasmanian Government to identify ways we can support our residential and business customers.
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.
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.
As Tasmanians ourselves, we know it’s a difficult time financially for a lot of people in our community. We are committed to standing alongside our 280,000 residential and small business customers.
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.
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.
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.
Due to the impacts of COVID-19, TasNetworks has suspended meter reads to keep customers and their crews safe. Because of this quarterly bills will now be estimated.
We understand that these can be uncertain times financially. That's why we have a range of payment options and hardship programs.
Please be assured we are working through the impacts of the COVID-19 situation. We'll continue to update you as quickly as possible.
For our customers in the north-west of the state, due to the recent public health order extension, there will be delays for all non-essential metering work scheduled between the 14th April - 3rd May.
If you make payments at Service Tasmania in the following regions; Burnie, Devonport, Smithton, Queenstown, Sheffield, Ulverstone and Wynyard as of 14th April these facilities will be temporarily closed.
We understand that these are uncertain times financially. We have a range of payment options and support programs to help.
This means that the price you pay for power will not rise.
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.
In light of the easing COVID-19 situation and restrictions, TasNetworks have announced meter readings will recommence in all regions of Tasmania on Monday the 25th of May. Controls have been put in place to continue to minimise exposure for our people and the community, with meter reads only being taken under certain circumstances (Click learn more). If safe and possible, we appreciate gates being left open for our readers.
Absolutely, our priority is to ensure the supply of all our customers. Please call us on 1300 132 003 to arrange your connection.
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.
Our online services are still available. You can access your aurora+ account, Aurora Online account and make an online payment 24/7.
For information about how to protect yourself and others, the Australian Government Department's Coronavirus (COVID-19) health alert is updated regularly.
Due to the impact of COVID-19, we are experiencing higher wait times. If you have a non-urgent enquiry please use our online enquiry form.