Had an issue with Aurora Energy? Get a real response.
How to submit a complaint with Aurora Energy
With Aurora Energy, complaints move better when the route is right, the issue is named early, and the remedy request is concrete.
- Start in the right place: Use the official contact form, the complaints policy, and the hardship support page for Aurora Energy so the complaint lands with a team that can actually review it.
- Anchor the facts: Include account numbers, bills, meter reads, outage details, and screenshots and explain what went wrong with government-owned energy retailer operating in Tasmania.
- Name the complaint theme: Say if the issue is about delivery delays, returns, and refund delays so it is routed properly.
- Ask for a concrete outcome: Spell out whether you want a bill correction, credit, reconnection, service fix, or a clear written explanation.
- Keep it on one thread: Ask for a written reference or acknowledgement and keep all follow-up in the same complaint trail.
The first response from Aurora Energy often turns on how clearly the issue and evidence were set out when the complaint was lodged.
- Acknowledgement: You should get a case number, email, or some written sign that Aurora Energy has logged the complaint.
- Review: The business will usually look at account numbers, bills, meter reads, outage details, and screenshots and the part of the service tied to the complaint.
- Response: A useful answer should explain what Aurora Energy found and whether it will offer a bill correction, credit, reconnection, service fix, or a clear written explanation.
- Push-back if needed: If the reply is vague or misses the key point, answer on the same thread and restate the unresolved issue in plain language.
Common complaints against Aurora Energy
The complaint themes most likely to matter for Aurora Energy are below. Use the one that best matches your issue.
- Delivery delays: Orders arriving later than promised or moving around without a clear update.
- Returns: Returns being slowed down, rejected, or tied up in confusing policy steps.
- Refund delays: Money being held up, only partly returned, or hard to chase down.
- Customer service: Slow replies, handballs between teams, or support that misses the actual problem.
Aurora Energy complaints submitted through Ajust
If Aurora Energy is still not dealing with delivery delays, returns, and refund delays properly, escalate without restarting the complaint from scratch.
- Escalate internally first: Ask Aurora Energy to move the complaint to a manager, specialist complaints team, or formal review path.
- Keep the same chronology: Do not restart from scratch. Re-send the timeline, evidence, and the outcome you still want.
- Move externally when the internal process stalls: If the business still does not deal with it properly, the practical next step is usually your state Energy & Water Ombudsman or the equivalent local energy complaints body.
Complaints about Aurora Energy do not have to end with the internal response, especially if the complaint still turns on delivery delays, returns, and refund delays.
- Main external path: your state Energy & Water Ombudsman or the equivalent local energy complaints body
- Why this route matters: Use the ombudsman that applies in your state or territory once the retailer's own process has run.
- Before you escalate: Keep your full Aurora Energy complaint trail together, including receipts, screenshots, emails, and any written responses.
Use one of these official Aurora Energy complaint routes first. If possible, keep the complaint in writing.
- Official contact: www.auroraenergy.com.au/customer-feedback-form
- Complaints policy: www.auroraenergy.com.au/sites/default/files/2019-05/Complaints-Management-Policy.pdf
- Hardship support: www.auroraenergy.com.au/want-bit-help-your-energy-bill-yes
- In-person support: N/A
- Email: customer.service@auroraenergy.com.au
- Phone: 1800 800 753
Aurora Energy Complaints FAQs
Which channel should I use to complain to Aurora Energy?
The best starting point is usually the official contact form, the complaints policy, and the hardship support page. Use the route that already owns the service record or account history.
What happens after I submit a complaint to Aurora Energy?
Expect Aurora Energy to review the records, ask for more detail if needed, and then issue a written position or proposed fix.
What are the most common complaints about Aurora Energy?
Most complaints in this provider type revolve around delivery delays, returns, and refund delays. If your issue fits one of those patterns, say so directly.
What is the external complaint path if Aurora Energy does not resolve it?
The external route depends on the provider type, but for this business the main pathway is your state Energy & Water Ombudsman or the equivalent local energy complaints body.
You’ve done your part, now it’s time to hold Aurora Energy accountable.
Take the final step and submit a complaint that gets seen and responded to.