Aurora Energy launches new Customer Charter

“Our Charter was first developed in 2017 and since then we have matured a lot as an organisation, with more focus on listening to and meeting customers’ needs and preferences,” said Mark Pratt, General Manager of Customer and Connections.

“We’ve taken note of what customers have told us through surveys, feedback to our customer experience team, and from speaking with people at meetings and events.”

Mr Pratt said the new Customer Charter is much simpler and easier to understand.

“We’ve retained the key elements that customers have highlighted as being most important, such as being there 24/7, keeping customers updated about any power outages, making it easy for customers to connect to the electricity network, and notifying customers in advance if we need to turn their power off to perform maintenance or upgrades.”

New service levels have been introduced, such as making sure Aurora Energy can meet the increasing demand for electricity due to population growth and more people using electricity to reduce their carbon emissions, and helping people understand future energy choices and new technologies.

“Our new Customer Charter is the result of an extensive review process that included public engagement last November,” said Mr Pratt.

The new Customer Charter outlines service commitments, what Aurora Energy needs from customers to be able to provide a safe and reliability electricity supply for them, and what compensation the company will provide if they fail to meet certain customer service incentives, such as failing to notify customers about planned power outages at least 10 working days in advance.

Aurora Energy will report to the public annually on how they measure up against the Charter commitments.

The Customer Charter is available on their website here.