Customer Energy Review FAQ

What is the purpose of this campaign?

The campaign aims to help Aurora Energy customers understand their energy usage patterns over a 12-month period and determine if they would have been better off on a peak and off-peak plan (tariff 93) instead of their current flat rate plan (tariff 31/41). If a customer receives contact from Aurora Energy about this campaign, we have determined they would be better off had they been on our peak and off-peak plan (tariff 93) for this 12-month period.

How does the comparison work?

We have analysed your energy consumption data from a 12-month period and compare the costs under your current flat rate plan (tariff 31/41) with the costs under a peak and off-peak plan (tariff 93). This helps identify potential savings. 

*Please note: The estimated figures in this review were calculated on the energy usage we have recorded for your household over a 12-month period. This estimate may vary from your actual bills due to factors such as billing cycle, connection date, and whether billing is monthly or quarterly.

This comparison also doesn’t factor in any adjustments or; credits applied during the 12-month period, or any balance brought forward prior to the beginning of the 12-month period.

What are peak and off-peak tariffs?

Peak and off-peak tariffs charge different rates for electricity usage during different times of the day. Typically, peak hours (when demand is high) have higher rates, while off-peak hours (when demand is low) have lower rates. You can find out more about the plans, tariffs and pricing here.

Will my energy usage habits need to change?

Not necessarily. If your current usage already aligns well with off-peak hours, you may not need to change your habits to enjoy some savings. However, being mindful of peak and off-peak times can maximise your savings. It is important to note that these suggestions are for guidance only and may change based on your future circumstances and individual behaviours. Aurora Energy cannot guarantee a benefit if you change plans.

We recommend that you obtain independent financial advice should you have any detailed questions about how your energy usage behaviours might affect your future financial circumstances. 

How accurate is the comparison?

The comparison is based on your actual energy usage data we have recorded for your household from a 12-month period. The comparison is a good guide for how you might have saved had you been on a peak and off-peak plan (tariff 93). However, given that we have used historical data and past pricing this cannot guarantee any future savings as this will depend on several variables including your circumstances and individual behaviours.  

How do I switch to a peak and off-peak plan (tariff 93)?

You can change your plan which also changes your tariff using the steps outlined in the email that was sent to you. If you would like to discuss your options you can contact our team via our online form, or by calling us, Monday to Friday 8am -6pm. Residential - 1300 132 003, Business - 1300 132 045.

Are there any costs associated with switching?

There is a standard network tariff fee of $10.35, however, to make this change as easy as possible, Aurora Energy will waive this fee. This offer is available until 30 June 2025. From 1 July 2025 – 30 September 2025 TasNetworks will then cover the fee waiver. Any tariff changes requested after 1 October 2025 will incur the standard network tariff change fee.

You will see the fee listed in the Charges section of your bill, and a corresponding credit will appear in the Discounts section.

Please note: If your meter requires reconfiguration to complete the tariff change, a higher fee may apply. If reconfiguration is necessary, we will contact you before proceeding with your request to discuss your options and the costs involved.

When will the change go through?

Once we receive your change request, we will send a tariff change request to the distributor (TasNetworks) and the relevant metering provider and complete the plan change request in our system. If you have aurora+ you will be able to view the new tariff and your new plan once the request is complete. If any additional work is required to complete the change, we will contact you.

Can I change back to the flat rate plan (tariff 31/41) if I change my mind?

The residential flat rate plan (tariff 31/41) is no longer available to be connected. If you change your mind after switching tariffs, you will not be able to move back to the residential flat rate plan (tariff 31/41). You can find all our available tariff options here.

What if I decide to stay on my current flat rate plan (tariff 31/41)?

You can choose to stay on your current plan and tariff if you prefer. We have provided you with the comparison as a guide only to help you make an informed decision.

Why has Aurora Energy waited until now to let me know I would be better off on the peak and off-peak tariff?

While the data has always been available, the maturation of our technology now allows us to better analyse and share these insights with our customers. This improved technology enables us to provide more personalised guidance based on your specific usage patterns.

Why does my bill say I’m on the best plan if the comparison is suggesting I would have been better off on a peak and off-peak plan?

When Aurora Energy does a comparison for your bill, the check is done against all generally available plans that Aurora Energy offers on the same tariff(s) that you are currently on. 

Aurora Energy has now built the functionality that allows a detailed comparison across tariffs for customers currently on a Flat Rate plan (tariff 31/41) and compares that to the Peak and Off-Peak plan (tariff 93). This functionality has highlighted that you may have saved during the relevant 12-month period had you been on a peak and off-peak plan.

Why haven’t I received this email?

This campaign was created and sent to customers of Aurora Energy that met key criteria, including currently being on a flat rate plan with tariff 31/41, energy usage and possible savings. We welcome you to contact our local team if you would like to find out more about your usage and the best options available.

Who can I contact for more information?

You can contact our Customer Service team via our online form, or by calling us, Monday to Friday 8am -6pm. Residential - 1300 132 003, Business - 1300 132 045.