What's next?

We'll start setting up your aurora+ account with your app services right away.

In the next 1-2 business days, we'll send you a thank you email for signing up to aurora+.

Our aurora+ team will be busy in the background setting up your new Aurora + experience and will only need to get in touch with you if your details don't match the account we have on file, otherwise the next time you hear from us it will be an email with your welcome pack.

3-5 days from signing up to aurora+ you will receive your final bill from your previous plan.

Finally, your aurora+ welcome pack will be emailed to you with instructions on how to download the app and set up your password for your aurora+ online services.

We're looking forward to getting you started!

We’ve recently applied an adjustment to your account due to a plan change completed at your residence after 1^st March 2020. If you are an aurora+ customer you will be able to see this fee now in your transition history (Meter Reconfiguration – Tariff Alteration) applied on 17^th November 2020. If you’re not a current aurora+ customer we will be issuing you with a new statement in the coming weeks.

We’re committed to finding new ways to help you manage and find ways to save on your energy.

Soon we’ll be moving to a new customer account management system which will give us the ability to offer you even better products and services.

Your account number will be changing soon	You may experience outages in the app for a short period of time	Don't worry, your usage will continue to be recorded	You'll soon start seeing even better products and services available.

We'll keep you updated

We'll let you know exactly when the change-over happens and what to do next. This is what you can expect:

• Soon you'll have access to even better aurora+ features and tools.
• You'll get a new account number. If you pay within the aurora+ app, you won't need to do anything.  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 your new account number so that you can do this soon)
• 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 a short period of time.

In the meantime, there's nothing you need to do. We'll let you know before anything changes via email (please check your junk folder). 

Questions?

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

We've got it from here.

Our local team are on it. We'll be in contact regarding your request soon. 

Back to home

Your bill enquiry has been submitted 

We'll get back to you within 10 business days. 

While you're waiting, you can set up a short term payment extension;

Check if you're on the right energy plan for your household with the right plan calculator;

And, find out ways to save energy around the house and lower your bills with our energy-saving tips.

It won’t be long and you’ll have access to the aurora+ app and be able to better understand your energy costs and usage pattern.
Take a look at the timeline below to find out what happens next.

Benefits of the aurora+ app:

• Usage is updated daily, giving you visibility and control over how and when you use your power
• Accessible on mobile, laptop and tablet devices, meaning you can access the app from anywhere
• In-app payment options make it easy to top up when it suits you

Important things you need to know:

• If you’ve selected our Peak & Off-Peak plan make the most of the 128 hours a week when power is cheaper or if you’re on our Flat Rate plan continue to use power when it suits you. 
• You’ll receive a final bill for your old meter before transferring onto monthly billing with aurora+

Next steps

To give you access to the full range of benefits that come with your new product, we need to install an advanced meter at your property. 

Due to a global shortage of advanced meters, there may be a delay in getting your meter exchanged. We're working hard to ensure any delay is as minimal as possible. At this time we are not able to confirm a date or time for your meter exchange.

Once supply is available we'll contact you to confirm your aurora+ request.

When it's your turn in the queue here's what will happen:

1. We'll contact you to confirm your aurora+ request. 
2. A text will be sent to you confirming that your meter installation date will be in 4-10 days.
3. Behind the scenes, we'll start setting up your new aurora+ account services
4. We're almost there. Less than 14 days after your new meter has been installed, your aurora+ welcome pack will be emailed to you with instructions on how to download the app and set up your password for your aurora+ online services.
5. In the meantime, you can top up your account and see the progress of your account activation.
6. Next, you receive your final bill for your previous plan

Once you have your new meter:

• Better understand your energy costs and conveniently be able to manage them via an app to help you save
• Say goodbye to big quarterly bills
• If you’ve selected our Peak & Off-Peak plan make the most of the 128 hours a week when power is cheaper or if you’re on our Flat Rate plan continue to use power when it suits you.

Benefits of the aurora+ app:

• Usage is updated daily, giving you visibility and control over how and when you use your power
• Accessible on mobile, laptop and tablet devices, meaning you can access the app from anywhere
• In-app payment options make it easy to top up when it suits you

Important things you need to know:

• A short outage is required to perform the work; we’ll send you a notification advising when this will be
• You need to allow safe and clear access to your meter for the work to go ahead
• If there is any reason why the work is unable to be completed, we will be in contact to let you know
• You will receive a final bill for your old meter. You’ll then be put onto monthly billing moving forward