Aurora Energy is one of the few lines companies in New Zealand that has a Customer Charter. It’s our way to show we listen, we care, and we actively look for ways to continue to improve our service levels and customer experience. We review the Charter regularly to make sure it continues to meet what customers expect from us.
Our Customer Charter has two parts: our Customer Commitments and our Customer Service Incentive Payment Scheme. Our Customer Commitments outline our service levels to you, and what we need from you to be able to provide a safe and reliability electricity supply. Our Customer Service Incentive Payment Scheme outlines the circumstances where compensation may be available if we fail to meet certain customer performance levels. Click on the relevant tile below to find out more.
Customer Commitments
Our Customer Commitments are part of our Customer Charter. They set out our service commitments to you and our promise to provide you with electricity safely, reliably and efficiently – when and where you need it.
Customer Service Incentive Payment Scheme
Our Customer Service Incentive Payment Scheme is part of our Customer Charter. It outlines how we will compensate you if we fail to meet certain customer service incentives.
Customer Charter – summary of changes
This page outlines the changes made to our Customer Charter and Consumer Compensation Arrangement from the 2021 version.
How we measure up
When we launched our new Customer Charter in 2024, we promised to report annually on how we measure up against the commitments we have made to customers. It’s voluntary for us to have a Charter and we are proud to offer service commitments to those connected to our electricity network. Our Charter incorporates feedback from customers to make sure it reflects what matters most to them.
Aurora Energy's Customer Charter - Our commitment to you
Watch our video to see why customers are so important to us here at Aurora Energy.
Customer Charter Consultation
Thank you to everyone who submitted feedback on our new Customer Commitments and Customer Service Standard Payment Scheme. This consultation was held in 2023 and is now closed. Information about the consultation is available on our website.