Remote Disconnection & Reconnection – FAQs

What is remote disconnection or reconnection?

Remote disconnection and reconnection allow Aurora Energy to connect or disconnect your power using your advanced meter, no technician visit required. As there is no need for a site visit it’s fast, safe and usually completed within a couple of hours of your requested time unless it requires additional work. 

Your premise will need to have an advanced meter to be eligible to complete a remote connection or disconnection. 

Why is Aurora Energy using remote disconnection or reconnection?

Remote disconnection or reconnection improves efficiency and safety, especially when:

• Access to your property is restricted due to dogs, locked gates or vegetation
• Isolation points can’t be confirmed

Will I be charged for remote disconnection or reconnection?

There is no fee for a remote disconnection or reconnection. Fees may apply if there is a site visit required from TasNetworks. We will contact you to discuss if this is the case.  

Can all properties use remote disconnection or reconnection?

No. Remote services are only available for residential and small business customers with compatible advanced meters. They are not available for:

• Premises with life support equipment registered.
• Premises with basic (Type 6) meters.
• Premises with high voltage or CT metering.
• Meters that require manual reading or have limited or no mobile communication service.

What do I need to do before a remote reconnection?

To ensure a safe reconnection

• Please ensure there is clear and safe access to the meter in case of faults, and a site visit is needed. 

• Please turn off all electrical appliances at the property. 

• Turn off the main switch located with your circuit breakers - usually inside your switchboard. 

• 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.

• Do not turn off isolation switch on the meter panel — these are safety switches and must stay on.

If your property has been disconnected for more than 6 months, you’ll need to submit an Electrical Works Request (EWR).

How it works:

1. Engage a licensed electrical contractor to complete the required inspection.
2. Your contractor must submit an Electrical Works Request (EWR) for the 6-month safety check to TasNetworks for review. 
   • This is arranged at your own expense.
3. Once TasNetworks has reviewed and accepted the paperwork, they will notify Aurora Energy so we can process your reconnection.

Important:
Even after the safety check is approved, you will still need to register and set up an account with us before reconnection can occur.

When will remote disconnections not happen?

Remote disconnections won’t be performed:

• Before 8am or after 3pm on business days
• On Fridays or the day before a public holiday
• On weekends or public holidays
• Days between 20–31 December inclusive.

What happens if remote disconnection or reconnection fails?

If the remote attempt fails, a technician may need to visit your property. This could incur additional fees and requires safe access to the meter. We will contact you directly to discuss further.

What should I expect from a site visit?
You will need to make sure there is safe and easy to access to the meter — if it isn’t, your reconnection may be delayed.  Please note: We’re not able to provide exact arrival times, and same-day visits can’t always be guaranteed. If your visit is automatically scheduled, you won’t receive a call beforehand. 

What if I have life support equipment?

Remote disconnections will not be used at properties registered with life support equipment. Please notify us immediately if this applies to you. To find out more about life support visit our page here.

Ready to organise a connection or disconnection?

If you're ready to request a disconnection or reconnection, please fill out the following form here.