Customer Commitments

Customer Commitments and Customer Service Standard Payment Scheme

Did you know that Aurora Energy is the only lines company in New Zealand that has a customer charter and consumer compensation scheme? Making ourselves accountable to customers and reflecting what they want is important to us at Aurora Energy.

We developed our customer charter and compensation scheme in 2017 and since then our organisation has matured, with more emphasis on listening to and meeting the needs of our customers. We want to update the commitments we’re making to reflect this, by ensuring they are meaningful to customers and measurable across the business. We will call the new documents our Customer Commitments and Customer Service Standard Payment Scheme.

Our current customer charter can be viewed here.

What's changed?

We’ve made our new Customer Commitments simpler and easier to understand than our current Customer Charter and made some changes to reflect what customers have told us they want so we can make sure we’re meeting their needs.

We’ve kept in all the things that customers have told us are important to them, such as:

• Getting power restored as soon as possible if there is an unplanned outage
• Committing to keep customers up to date about unplanned power outages and when their power is likely to be restored
• Letting customers know if we need to turn off their power to do any maintenance or upgrades on the electricity network
• Helping people get connected to the network
• Being available 24/7 and resolving any customer queries
• Never compromising on safety

We’ve also added in some new service levels:

• Making sure we have capacity to support future growth, including more people using electricity to reduce carbon emissions
• Helping people understand future energy choices and new technologies

Click on the below to find out more and take our survey