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Account management tools
Use our free online account management tools and forms to manage your account quickly and easily.
Our commitment to you
We are committed to supporting our customers when they need it most. When times get tough our friendly local team are on hand to help with energy advice, payment plans, and our industry-leading hardship program.
What is family and domestic violence?
Family domestic violence refers to violence, abuse, and intimidation between people who are currently or have previously been in an intimate relationship. Violence can be used to control and dominate the other person, causing fear, physical harm and/or psychological harm. It can include but is not limited to:
- physical abuse;
- economic abuse;
- emotional or psychological abuse;
- sexual abuse;
- threatening or coercive behaviour or any other behaviour that controls the customer or causes them to fear for their safety and wellbeing;
- stalking;
- technology facilitated abuse.
How we can help
We understand that when things get tough, the last thing you want to worry about is keeping the lights on. That's why we have a range of support options to help you through.
If you're experiencing financial difficulty due to family domestic violence, our Your Energy Support (YES) team can arrange an affordable payment plan, as well as work with you to keep your Aurora Energy account secure from unauthorised access, and identify the best way to contact you.
Our YES team can be reached on 1300 10 2010 or via online form here
See our Family and Domestic Violence Policy here
Your security
A person who has been authorised to access your account has full access to all your account and personal details, including past, current and future accounts.
They can request connections and disconnections, account information and refunds. We will talk to you regarding this when you let us know that you require family domestic violence support.
If you need to remove someone as an authorised person from your account, please contact us on 1300 132 003 or via our general enquires form.
Your privacy
Your privacy is important to us. 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. You can find our Privacy Policy here.
We will talk to you about your privacy when you let us know that you need family domestic violence support.
Help and support
If a life is in danger call 000 immediately.
There is help and support available if you need it. Visit Services Australia for an up to date list of domestic violence hotlines as well as other resources.
You can also find support here
Tasmanian DHHS Family Violence Counselling and Support Service