Aurora Energy

The Aurora+ app is a joke! When we moved into our house we noticed unusually high bills, we connected with Time of use tarriff. The bill prompted us to change tarriffs to a flat rate, then after a lot of watching the app power trends we identified our meter tarriffs were backwards. This was rectified by the meter contractor. We then put a solar… Read more

panel installation on to lower the bills and new heat pump and hot water timer, yet the bills seem to be growing. We are always in credit within the app and yet the amount deducted daily and usage daily aren't lining up, now that they've increased price per kwh and lowered feed in tarriff its time to look for someone else to provide power. The customer service agents must have a prerequisite to not read enquiries as they respond with emails that dont answer simple questions. There is no way via the app to accurately work out the funds in and out.

Totally incompetent. How a company whose only task is to send an invoice is incapable of it is mind blowing. Friendly call centre staff but expect to waste hours of your time on simple things. Now with Solstice Energy and not going to bother trying to get my credit out of Aurora. I can only waste so much time with them. Show details

Our power we have had for 70 years. Now my health is waning from a car accident in 200 I need my power hours to keep me warm from frosty days. Thank you. Helen Dean. Show details

The FIRST power company I have ever dealt with that has systems that the customer can understand. I am 67 yo so this is not my first power bill however I am thrilled with Aurora Energy. They were super helpful connecting the power in Strahan in a timely manner. Show details

Can't always use them to full benefit due to age, appointments & arthritis but c'est la vie. [I doubt that our solar panels are working properly now, they're quite old. Q. below made me mention them] Show details

Because the meter reader - tasnetworks - either don't turn up to read - because our dog (whom is on leash for 3 days because the reader) refuse to come in I am getting only estimated reading. I had enough bit the bullet and spent 2 hours on the phone in 3 occasions to inform the meter by self reading. I was told to ring back on the day of… Read more

reading. Got into an argument with the call center staff as they insisted to wait another 3 hours because the reader might turn up - he did not. Gave the meter reading. I have not received my bill which supposedly extreme as the previous "reads" were only estimates. Call in again asking for the bill: only evasion, wait longer... Today receiving the bill and finding that is only an estimation because they did not get access to the meter!!!! Another call to find it out that the college - call center - should have said that ring on the day when I am receiving the bill... And I always get the same mantra: if i get the smart meter, i don't have to go through this torture... Interestingly I only get this "torture" since they want to push the smart meter on me.

Go elsewhere – Absolute rubbish. Taking full advantage of the elderly who pays fortnightly instalments. Won't let you get in contact and charged $1600 For gas and won't reply or help or get a clear answere. Go elsewhere. Appalling on every level Show details

Incorrect billing – Incorrect charges. I have a solar power at home therefore no bills for over a year instead i have a credit amount generated by solar. However last month suddenly i received a bill almost $200 including a charge from changing the meter configuration when we install the solar way back 2years ago. When i call the customer service he said it was not… Read more

charged before. And the aurora plus app continues to display a bill despite us having a holiday oversea for 3weeks. Not happy customer here will change to a diff provider very soon.

I believe Aurora try to provide energy 24/7, they like to think that having Power Hours is a way of saving but overall does not achieve that. Costs are high. We as users have to cut back. Show details

Very competitive electricity rates. Lots of good power price saving offer. Good rebate from state government. Service centre very helpful and quick.Love Aurora Energy. Show details

Love Aurora Energy, love power hours, love the app, helps me keep my eye on our daily average. Still only using the 1-person residential with the 2 of us plus we are spot on with last year. Have saved heaps Show details

Good company – I've never had a problem with this company at all. Always courteous and friendly on phone. Bills always sent on time and paid on time. Have solar and get paid when we not there from 'feed back to grid'. Happy with them. Show details ·  1

Send out FIRST AND FINAL demand notices to people who aren't even customers – Have not been with Aurora for 4 years after switching providers that offer a discount for paying on time. Randomly today I receive a FIRST AND FINAL NOTICE, threatening reporting to a collection agency for $299.92. I'm not even a customer and have not been for over 4 years. Clearly their systems are so pathetic they try and charge past customers… Read more

random fees, can't imagine what incorrect amounts they are charging their actual customers. Currently on phone awaiting someone to explain how this has occured as knowone knows why. First person on phone said to return letter to sender and that will fix it. Don't think so. You've threatened to report to a credit agency, you need to withdraw the letter in writing.

False advertising – In today's tech age Aurora Energy is still in the dark ages especially with the Aurora plus app 3 weeks and still can't log in. Need another provider asap Show details

Absolutely terrible!!! – I have had so much trouble with Aurora. I haven’t had a bill since July and when they did issue me a bill, it has all these developer charges that had nothing to do with me. It has caused me so much stress and still isn’t solved Show details

Updating of security so you can't get into your app check your usage and your latest bill – I am so sick of having jump through hoops trying to access my information because Aurora has decided to update their security again!!!! I can't check my usage or read my new bill. Stop wasting our time Show details

Tariff 93 – I changed from Tariff 31/41 to Tariff 93 and paid about $1 more per day for power, and even more on the Saturday when we weren't even home. I do not recommend off peak Tariff 93 and will change back to Tariff 31/41 immediately even though I will incur another fee for doing so. Show details

Aurora Energy Always Been Good TMe – I am very happy with Aurora Energy service, particularly the customer service online ladies who have really helped me in a genuinely concerned empathetic efficient professional and speedy resolution manner Show details

Hopeless customer service – I recently received a new credit card and wanted to update details for the direct debit of my power bill. Unlike many other organizations I couldn't do for this Aurora via my online account. I rang the only number available and was placed in a queue but I hung up after waiting about 15 minutes. I sent message via the online portal and received an… Read more

email reply about a week later asking me to provide details via email that they acknowledged wasn't secure. If I didn't want to do this I should call them back. I rang back at 1.30pm on a business day and received a recorded message to say all phone queues were closed as Aurora was communicating with their Tasmanian staff and to ring back later. How many other businesses would close up in the middle of a working day to communicate with their staff? I now don't need to update any details with Aurora as I have changed to another energy company who hopefully care more about communication

Worst energy….. we cancelled 4 months before still getting bills – We cancelled our energy connection March 30th 2023. But still getting bills until today. When we called customer service they said we called for cancellation from different person(my wife) and when they received email ‘cancel form’ there was a mismatch. Most of the time we getting extra charges. Never ever recommend to anyone. Especially Indian community plz don’t take it… Show details

Aurora Energy are disgusting – Aurora have not sent me a bill since February. Ive submitted 3X forms to request my missing bill and had 2 telephone calls with representatives, both representatives advised they would arrange a bill... a bill still hasn't been sent and AUGUST. Terrible, disgusting, money grabbing leeches. Show details

Money hungry, awful, devastating – Ripping me off. Please do your research before signing up. The bill is so hard to understand. I’ve no idea how the bill goes up every time. No TV, no heater, I barely use washing machine and no dryer. Going to switch provider soon. Don’t tell me I’ll have to pay an exit fee as well. Show details

Unsatisfactory service and customer service – Anyone that is concerned that there power bills don't seem right should definitely be following up. I would have spent more 20 than hours of my time dozens of phone calls and emails to Aurora trying to have an accurate bill issued. I have had 8 bills issued and subsequently withdrawn since May 2022 as Aurora have acknowledged multiple system… Read more

issues with their data records. I raised a complaint with the Ombudsman early May and he has said this is one of the worst cases and I still have no resolution. I changed providers in May and all I want is a final accurate bill for last 12 months service as my account is currently 3700$ in credit. To be told time after time that someone will call me and provide an update and never do this is just disgusting. Do not join Aurora we have a choice now in Tassie do your research.

poor customer service centre – one call takes about 30 minutes hold. I will move on to another provider Show details

Poor Customer Service – We installed Solar in November last year and decided our best option was to change from Tariff 31/41 to Tariff 93. This was requested in January and the two smart meters in our switchboard replaced with one smart meter on the 3rd February The metering was never set up properly. We are on Tariff 41/93* so even though we have installed a Timer so… Read more

our Hot Water Cylinder heats only from 10am to 4pm to get maximum use of Solar with the Offpeak rate as a fallback, we are getting 9c a kWh for our Solar Export that is connected to the Tariff 93 side of the meter and paying 18c a kWh for Hot Water that comes from the Tariff 41 side of the meter (Instead of the 15c offpeak rate)

Multiple emails have been sent, and seven different Customer Service agents have replied to these emails. The last email was a second request to ID myself and I don't believe he even read the attached email trail to see what is going on. I have explained to them multiple times that the metering has not been set up correctly

My last (automated) email from Aurora (yesterday) was to tell me I had a new aurora plus bill statement available through the App. I opened the App, clicked the link and got an error. They also seemed to have removed the statements for February and March

Why can't anyone at Aurora take responsibility for anything? I had a "Senior" consultant reply about a month ago to tell me the metering would be sorted out in 5 - 10 business days. Nothing happened after three weeks, so I replied again and got asked to ID myself again

There have been some changes made to the data in the App. I can actually see most of February and March now, although that just confirms the metering was set up incorrectly then. If they are trying to fix the problem, why can't they give any customer feedback?

*Tariff 41/93 is not an option available from Aurora. If you go to the 1st Energy site and put my address in to their "Compare Energy Plans" page it comes up with nothing, because it only works for valid plans. I can put both the next door neighbours in and get and offer, but not my own address

Perhaps what they need to do is FOLLOW UP. If you have promised a customer to fix something, check that it has been fixed. They could also assign responsibility for something to a consultant. I should have to deal with seven different customer service agents for one problem. There is no incentive for them to read through the email train to see what is going on

Overall a poor organisation – I must say that I have never had any bill probs with Aurora and as far as the Aurora plus thing...I wouldn't touch that with a barge pole. Everybody knows that Aurora is run by a number of overpaid navel gazers but compared with mainland power providers we are better off. It could be improved but for that we would have to rely on competent pollies, something that will elude is forever. Show details

Awful awful awful prices – Ripping me off and ruining my life each and every day. Show details

Listings monitored by aurora... doubt it they don't care in the slightest – If aurora doesn't start compeating with 1st energy better and stop ripping me off then I am switching and you should to. This is why... Sick of receiving absurd bills in the mail. I have been stuck on there so called your energy support program (yes program) for years and all this time I have lived alone to afraid to turn on a light yet alone do… Read more

my laundry using my heating very sparingly, yet they keep telling me my usage has gone up, while I use less and less out of fear.

They flat out don't care when I raised concerns over and over again about their outrageous bills and even inspect me to pay for them to inspect the meter for faults after I request it, knowing full well I'm on the yes program, I can barely pay the damn bill as it is.

All this leads me to question their legitimacy as they shrug everything off and keep asking for more and more.