Moving out FAQ

What happens when I move out of my property?  
When you notify us of your move-out date, we schedule TasNetworks to complete a service disconnection. The power will be turned off on the agreed date unless a new customer moves into the property. You will remain financially responsible for the property until the service is disconnected or another customer moves into the property with a electricity contract with Aurora or another retailer. Ensure that you contact us as soon as you know your move out date. 
 
I’m moving out, but I thought the power would stay on — why is it being disconnected now?
Previously, the power would have been left on when a customer moved out unless specifically requested, but we now disconnect the service when a customer moves out. This ensures billing accuracy and prevents unauthorised electricity use.  

What fee can I expect when I move out? 
The standard fee for a move-out is $102.91 but can be higher under certain circumstances. We will let you know before processing a move out if the fee is going to be higher and the reason why.  

Why is there now a fee when moving out of a property?
Previously, the power would have been left on between customers and you would have been charged a final read fee, we now disconnect the service when a customer moves out. This fee is charged for the service to be completed and similar to previous charges incurred for moving out.    

How do I notify you of my move-out date?
You can request via our online form, or by calling us, Monday to Friday 8am -6pm to organise. Residential - 1300 132 003, Business - 1300 132 045.

I was advised that there wouldn’t be a fee when moving out with an advanced meter, why has this changed?
Previously, the power would have been left on between customers, but we now disconnect service when a customer moves out. This fee is charged for the service to be completed.

What should I do if I want the power to stay on after I move out?  
If you need the power to remain on — for example, for final cleaning or maintenance — you must request an extension to your move-out date. Your power will be turned off on your requested date.
 
What if a new tenant is moving in right away?
The new tenant must set up the service in their name before your move-out date to avoid disconnection. Encourage them to contact us as soon as possible.  
 
Will I receive a final bill? 
Yes. Your final bill will reflect your usage up to the disconnection date and it will include your disconnection fee. It will be sent to your forwarding address or email on your account depending on your preference, please make sure your details are up to date.  
 
Can I schedule a specific time for disconnection?
Disconnections occur during business hours on the scheduled date. While we cannot guarantee an exact time, the disconnection will take place on the day you requested, between the hours of 8am and 5pm. If we’re unable to process on your requested day we will contact you to advise the closest date available.    
 
What happens if I forget to notify you about my move-out? 
If we aren’t informed, you will continue to be billed. Please notify us immediately to finalise your account and avoid unnecessary charges. You will remain financially responsible and liable for all charges at the property until you contact us, and the service is disconnected or another customer moves into the property with an electricity contract with Aurora or another retailer.  Ensure that you contact us as soon as you know your move out date.
 
How do I check the status of my online disconnection request?
Our team will complete your request within three business days of submission and send confirmation of the details along with the next steps. If you need assistance sooner, please contact our Customer Service team on 1300 132 003, Mon - Fri 8am - 6pm, excluding public holidays.

I haven’t budgeted for this expense. What are my options?
You can contact our customer service team to discuss your payment options further.

Where can I find out more information?  
You can read more on our help page or contact us our via the online form or call our team, Monday to Friday 8am -6pm. Residential - 1300 132 003, Business - 1300 132 045.