COVID-19 Information

The health and safety of our community and staff is our top priority. Due to current events, there have been some changes to how our metering service provider perform their onsite work. 

If you have recently received a message from us advising our metering service provider will soon attend your premises, please call them immediately on 1800 515 211 (24hrs) if any of the following apply to you:

  • There is a confirmed case of COVID-19 at your premises.
  • You (and/or your household) are self-isolating. 
  • If anyone in your household has returned from overseas in the last 14 days. 

This will allow us to assess the situation and proceed in the safest way possible. 

If you have any concerns or questions please call Aurora Energy on 1300 132 003 or TasMetering (metering service provider) on 1800 515 211 (24hrs)

Building or making changes to your home?

When you are making changes to the electricity supply at your home, you may need a new meter. Whether you are building a completely new site, installing solar, or just upgrading your wiring, we’re going to be a little - or a lot - involved. 

For some things it will be us (your energy retailer and our service providers), for others it will be TasNetworks (your energy distributor), and for some, it will our Metering Coordinator. Sometimes it will be all of us. It all depends on what needs adding, updating, or changing.

First up, if you require a new meter, your electrical contractor will send in the paperwork to TasNetworks. They will then send paperwork (an electrical works request or EWR) to us, and we will arrange for the new meter to be installed.

How long will it take?

Once we get the EWR from TasNetworks, we’ll get the work scheduled. Aurora Energy and our service providers have an obligation to have new meters installed within 6 business days after TasNetworks has set up the poles and wires to provide the electrical supply or on a date that's convenient for you. Meter exchanges, requested by you, will be connected within 15 business days of processing your request or we will agree on a date that’s convenient for you.

Sometimes, getting all the people in the same place at the same time (such as if your contractor has to meet the crew on-site), complicated jobs, contractual agreements, access, safety, and impacts to other customers can affect the timeframes and our obligations to you. We will work with you to try and make the process as smooth and efficient as possible.

If a delay occurs due to any of the above issues, we will let you know, and once the issue is rectified the timeframe will be reset. 


Importantly, we need clear access to where the meter, meter board, and subboard are going to be installed or, if existing, where they currently are – things like building materials, dogs, locked gates, and so on can get in the way. If that is the case, please let us know early on, in case we need to get you to meet us on-site.

We'll keep you updated along the way

We’ll contact you at each step of the process. We’ll let you know when we receive your request, once we’ve scheduled a date to attend your property as well as a reminder the day before.

How much does this cost? 

If there is any cost associated with your electrical work, we will contact you to let you know what that cost is. The conditions on site may alter the fees you are charged.

For new connections, or connection alterations, we will pass through charges from TasNetworks, you can view all fees here (external link)

But wait! Before you get the ball rolling, are you building a new home? 

If so, the first thing you need to do is set up an account with us. To set up an account, either fill in our online connection form or give us a call on 1300 132 003.

What should you expect after your new meter is installed? 

If you're getting a new meter, here are a few things you should know...


How to prepare for a planned outage

When electrical work is done at your home, your power may need to be turned off for a short time. Find out what you can do to prepare for a planned outage. 

Learn more

Frequently asked questions

Do I need to be home when you connect my electricity supply?

If there’s clear and safe access to your meter box you don’t need to be there when TasNetworks connects your electricity supply. However if your meter is inside, you have locked gates or there are dogs in the same area as the meter box, you will need to arrange for someone to be at the property to give the person connecting safe access.

How do I disconnect my electricity?

You can request to finalise your electricity account via our online move-out form or over the phone. There is a final read fee of $59.14. If you want the power turned off it'll be $93.19.

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