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

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.