Meter exchange delays 

Due to a global shortage of remotely read advanced meters, your advanced meter exchange has been delayed. We're working hard to ensure any delay is as minimal as possible.

I've signed up to aurora+ what happens now? 

Because aurora+ requires an advanced meter, you won't have access to the app until your meter is exchanged. Once we have your advanced meter, we'll let you know and schedule your exchange as soon as possible.

If you've requested a tariff change, this will also happen when your meter is exchanged. 

What next?

We're working hard to get your advanced meter on your wall as soon as possible. Once we have it, we'll contact you to schedule a date and time for your meter exchange. 

Questions?

If you have any questions, please contact our team via our online enquiry form.

Ask a question 

Sit back, relax! We’ll sort the rest out.

If we need any more information we’ll get in touch, otherwise, we’ll confirm the date of your new meter install.

We'll do our best to have your advanced meter as soon as possible

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We're setting up your account 

Your account is now on our new account management system. You'll notice you don't have access to your app. Don't worry! It won't be for long and you will not lose power if your balance drops below $0.

While we're setting things up, here's what to expect:

• As part of the move, you'll receive an SMS or email asking you to sign up and set your password for aurora+. Ignore these requests, they are sent to you via an automated system and can be deleted. 

  You don't need to sign up or reset your password. 

• Your app will be unavailable for a few days and will look like this: 

More information 

Thank you very much for your patience. 

When your app is back up and running, you'll notice some changes to how you view your energy data. Find out more here

You can find out more about what the new account management system means for you below

Find out more

'Double the Plus' Terms and Conditions 

1. These Terms cover the ‘Double the Plus’ campaign run by Aurora Energy (‘Promotion’). The Promotion will be run between 12 April 2021 and 23 May 2021 (‘Promotion Period’).
2. For each customer who signs up to aurora+ during the Promotion Period, they will receive 30 days of aurora+ free of charge; and have the opportunity to select a charitable organisation out of the options provided. Aurora Energy will donate $30 per customer to that charitable organisation.
3. Each customer is only eligible to partake in the Promotion once. Each National Meter Identifier is only eligible to be used for the Promotion once. The Promotion is only open to new aurora+ customers. Aurora Energy reserves the right to conduct a review of the sign-ups to ensure eligibility criteria has been met.
4. The 30 days of free access to aurora+ will be applied either as a credit to the customer’s account (the credit amount being 30 days’ worth of daily product fee for aurora+) or by waiving the product service fee for 30 days. At the conclusion of the 30 days of free access to aurora+, the standard daily product fee will apply.
5. Customers require an advanced meter to access aurora+. If a customer requires an advanced meter to be installed, the 30 days of free access to aurora+ will commence after the customer’s new meter has been installed.
6. The full terms and conditions for aurora+ are available on the Aurora Energy website.

aurora+ sign up competition

1. These terms and conditions contain information about eligibility and the prize for the aurora+ sign up competition (‘Competition’).
2. The promoter of the Competition is Aurora Energy Pty Ltd (ABN 85 082 464 622) of GPO Box 191, Hobart, Tasmania 7000 (‘Promoter’).
3. Entry is open to all residential customers of the Promoter.
4. Entrants who fulfill any of the following criteria are ineligible to win: 

1. The Promoter’s employees and their immediate families;
2. Contractors of the Promoter and their immediate families; and
3. Agents of the Promoter (including agencies associated with the Competitions) and their immediate families.

5. The Competition will commence on January 15th, 2021, and conclude on March 31st, 2021 (the ‘Promotion Period’).
6. An entry to the Competition is valid if:
   1. An existing aurora+ customer (‘existing customer’) provides their unique code to a non-aurora+ customer (‘referred customer’), who uses that code when signing up to aurora+; and
   2. Both the existing customer and the referred customer are active or pending aurora+ customers at the time of the draw.
7. If an existing customer refers more than one person, each referred customer will receive an entry into the Competition, but the existing customer will have one entry.  
8. There are four $1,000 Visa cards as prizes for the Competition. The winners of the Competition will be decided via two random draws. The first draw will be drawn three weeks into the Competition and the second draw will be at the end of the Promotion Period. The existing customer and their referred customer will each win a $1,000 visa card at each draw. The existing customer (and each of their referred customers) who wins the first draw is ineligible for the second draw.
9. The winners of the Competition will be decided via a random draw. Prizes are not transferable, cannot be redeemed for cash and cannot be refunded. The winners will be notified by telephone and/or email.
10. The Promoter reserves the right to verify the validity of entries and reserves the right to disqualify any entrant for tampering with the entry process or submitting an entry that is not in accordance with these terms and conditions.
11. The Promoter reserves the right to request the winner to provide proof of identity and residency at the nominated prize delivery address. Identification considered suitable for verification is at the discretion of the Promoter.
12. If for any reason this competition is not capable of running as planned (including infection by computer virus, bugs, tampering, unauthorized intervention, fraud, technical failures, or any other causes beyond the control of the Promoter which corrupt or affect the administration security, fairness, integrity or proper conduct of the Competition), the Promoter reserves the right to disqualify any individual who tampers with the entry process, and to cancel, terminate, modify or suspend the Competition.
13. The Promoter is not responsible for any problem with or technical malfunction of any computer online systems, servers, relevant service provider(s), computer equipment, software, or any combination thereof, including any injury or damage to entrants resulting from participation or sending or receiving of any communication or of any materials in the Competition.
14. Except for any liability that cannot by law be excluded, the Promoter (including its respective officers, employees, and agents) is not responsible for and excludes all liability (including negligence), for any personal injury; or any loss or damage (including loss of opportunity); whether direct, indirect, special or consequential, arising in any way out of: (a) any technical difficulties or equipment malfunction (whether or not under the Promoter’s control); (b) any theft, unauthorised access or third party interference; (c) any claim that is late, lost, altered, damaged or misdirected (whether or not after their receipt by the Promoter) due to any reason beyond the reasonable control of the Promoter; (d) any variation in reward value to that stated in these terms and conditions; (e) any tax liability incurred by a claimant; or (f) use of a gift.
15. The Promoter’s decision in relation to any aspects of the Competition are final and binding on every person who enters and no correspondence will be entered into.
16. The Promoter reserves the right in its sole discretion to disqualify any individual who the Promoter has reason to believe has breached any of these conditions or engaged in any unlawful or other improper misconduct calculated to jeopardise the fair and proper conduct of the Competition. The Promoter’s legal rights to recover damages or other compensation from such an offender are reserved.  
17. The collection, use, and disclosure of personal information provided in connection with the Competition is governed by the Promoter's privacy policy and applicable privacy law. A copy of the Promoter's privacy policy may be found on at www.auroraenergy.com.au.
18. In the case of the intervention of any outside agent or event which naturally changes the result or prevents or hinders its determination, including but not limited to vandalism, natural disasters, acts of God, civil unrest, strikes; the Promoter may in its absolute discretion cancel the event and recommence it from the start on the same conditions subject to applicable State regulations.

We're moving to a new customer account management system.

Your Aurora Energy account will be transitioned in the next day or so (from the day you received your email). We'll make the process as smooth as possible however, you will notice a few changes. 

Your account number will change soon	You may experience outages in the app for up to 10 days.	Don't worry, your usage will still be recorded and you'll stay on the same energy plan	Your power will NOT be turned off, even if your balance goes below $0

What you need to know

• Your account number will change. If you pay within the app, there is nothing you need to do. If you pay via direct debit (through your bank), BPAY, or Centrepay you'll need to update your account details on these channels. (We'll let you know what your new account number is in the next few days.)

• If you have a concession, you'll continue to receive it. After your account is moved, your concession information will appear differently within the app. Find out more here.

• Your new account number will be available within your app. You'll need all 9 digits if you want to set up BPAY (biller code: 5595), Centerpay, or direct debit. Find out where to find it here. 

• If you accidentally make any payments into your old account, don’t worry!  We'll identify that this has happened and we'll transfer the funds into the correct account, this may take us a few days to process.

• You will remain on the same energy plan and the change won't make any difference to your account balance.

• If you have a payment plan set up, our team will make sure this stays in place and will contact you if anything changes. Any concessions you have will not be affected.

• Your aurora+ app will be unavailable for up to 10 days and you'll notice some changes to how you view your energy data. Find out more here.

• Your power will not be disconnected, even if your balance goes below $0.

• Your monthly bill will also look a little bit different. Find out more here

• You may receive a bill with a balance of $0.  This bill simply shows that your balance and payments have been transferred to the new system, it does not require payment and you'll receive your next bill as previously scheduled. 

In the meantime, there's nothing you need to do. We'll send you another email soon confirming your new account number. 

Good things are happening 

There are some exciting updates coming to aurora+ very soon. So keep your eyes peeled to see even better features to help you manage and find savings with your energy. 

Questions?

If you have any questions or concerns about the change, contact the team here.

If you'd like to provide feedback, please use our customer feedback form