Support Package for Aurora Customers
27 Mar 2020
Supporting small business and vulnerable customers
Aurora will make $5M available to help customers impacted by COVID-19 pay their energy bills. Support may include bill relief, waiving fees or charges, freezing debt and payment plans, in addition to a range of other support measures.
Our industry-leading YES (Your Energy Support) program remains ready to support residential customers who are facing difficulty paying bills.
The Tasmanian Government has also announced a cap on electricity price increases for the next 12 months, along with a full waiver for eligible small business customers on their next energy bill (issued after 1 April 2020). The waiver will automatically be applied to Aurora’s small business customers on Tariffs 22, 94, 82 and 75.
Customers who manage small businesses on other tariffs can apply by completing the form on Aurora’s website. We are also working to set up a specialist COVID-19 support line and expect this to be available to customers from Monday, 30 March. The number will be 1300 132 006 and will be open from 8am to 6pm, Monday – Friday.
The waiver also includes all Tasmanian not-for-profit business customers, who we recognise are playing a critical role in supporting community through this difficult time. We support these measures completely.
In addition to providing support to our customers, Aurora will also be enhancing our support for Tasmania’s community organisations. This will include expanding Aurora’s Community Fund and extending the current Digital Capacity Building Grants, which could be used to enable not-for-profits and community groups to purchase equipment needed to support remote working.
Additional advice for Aurora customers
For the moment, TasNetworks will conduct estimated meter readings to reduce contact between customers and meter readers. This means customer bills will be based on past electricity use.
Our call centre remains open (8am to 6pm, Monday – Friday), however, during this time, customers may experience longer than normal wait times. We ask that where possible, all non-urgent enquires are submitted via our online enquiry form, so that we continue to give priority to those that are looking for a connection.
The best source of regular and up-to-date information for Aurora customers during this time is auroraenergy.com.au/covid-19
Aurora will continue to monitor the situation closely and work with the State Government and relevant health authorities.
We will keep you updated as we stand alongside our 280,000 residential and business customers during these tough times.