Charters, policies and your right to information
The way we hold ourselves accountable are set out in our policies and charters. This information is available for the public and is the first place to look if you have any questions about how we run things.
The following policies indicate how we work and how we interact with our customers and the general public:
- Work, Health and Safety Policy
- Complaint Management policy
- Hardship policy (Your Energy Support program)
- Compliance Policy
- Fraud and Corruption Policy
- Procurement and Probity Policy
- Recruitment and Selection Policy
- Risk Management Policy
- Shareholder Communication Policy
- Summary of Treasury Policy
- Workplace Behaviour Policy
- Credit Reporting Policy
- Statement of notifiable matters
- Right to Information Policy
- Public Interest Disclosures Policy
- Public Interest Disclosure Procedures
We have the following charters that guide the governance of our organisation:
- Board Charter
- Board Appointments and Remuneration Committee Charter
- Board Audit, Risk and Compliance Committee Charter
- Internal Audit Charter
- Matters Reserved to the Board
Right to information
The Right to Information Act 2009 provides for greater public access to information held by government entities, including Aurora. If you would like to make an application for information, please:
- Contact us first to discuss the information you are seeking, and whether the information can be released without the need to make a formal application; and
- Check to see whether this information is already publicly available (for example, it may be published on our website or contained within an Annual Report).
RTI applications are to be accompanied by the application fee, which is $40.50 as at 1 July 2019. (Please make cheques payable to: Aurora Energy Pty Ltd.)
You can request that the fee is waived if:
- you are in financial hardship, such as receiving Centrelink or Veterans Affairs payments
- you are a Member of Parliament and the application is in connection with your official duty
- you are able to gives us information which shows that the information sought is intended to be used for a purpose that is of general public interest or benefit.
To apply, you can view and print our Right to Information application form (PDF 88Kb).
If you are not using the form, you can apply in writing with the information requested in the form.
Applications should be addressed to:
Right to Information Officer
Aurora Energy Pty Ltd
GPO Box 191
Hobart TAS 7001
Or email: RTI@auroraenergy.com.au
Retailer of Last Resort
Aurora Energy is the nominated Retailer of Last Resort (or RoLR) for Tasmania through the National Electricity Retail Law (NERL).
The nomination of a RoLR offers consumer protection for customers in retail markets where there are two or more retailers providing electricity to consumers. It means that you will always have access to power, even if in the future your retailer ceased to operate.
For residential customers and small business customers who use less than 150MWh per annum, our terms and conditions set out in Aurora Energy's Standard Retail Contract.
For large customers, with energy use above 150 MWh per annum, we have default Terms and Conditions for Large Customers (PDF 178KB)
If you believe that your retailer has ceased to operate, please contact Aurora Energy on:
Residential: 1300 13 2003
Business: 1300 13 2045
More information on how a RoLR event will be managed and coordinated is available from the Australian Energy Regulator.
Privacy and Credit Reporting
- Aurora Energy Online Collection Statement (PDF 174KB)
- Aurora Energy Credit Reporting Policy (PDF 477KB)
- Aurora Energy Statement of Notifiable Matters (PDF 299KB)
We are bound by the Privacy Act and will protect your personal information in accordance with the Australian Privacy Principles. These principles govern how we can collect, use, hold and disclose your personal information.
Customers can obtain further information in relation to privacy at Aurora Energy, including a hardcopy of the above policies, by contacting our Privacy Officer as follows:
Aurora Energy Pty Ltd
21 Kirksway Place
Hobart TAS 7000
You can also contact Aurora Energy's Privacy Officer via our online customer feedback form.
Should you request access to your personal information we will respond to your request as soon as possible.
You must ensure that your password and username are kept secure and confidential and not revealed to any other person. Furthermore, you are entirely responsible for any and all activities that occur under your username.
You agree to notify Aurora Energy immediately of any unauthorised use of your username or any other breach of security.
Aurora Energy may anonymously monitor your and other users' use of the Aurora Energy website and Aurora Online to provide continuous improvements.
From time to time we conduct research with our customers to better understand their needs and make sure we are developing the right products and services.
Often we will partner with a third-party provider to assist.
If you have received an invitation to participate in research you can find more information here.