|Dealing with Aurora (Archive)
The rights and obligations of customers and Aurora are set out in the Standard Tariff Agreement and the Customer Charter. Both documents are approved by the Regulator and published by Aurora:
Standard Tariff Agreement
The Standard Tariff Agreement is made up of two components: price and conditions of supply. Price is established by the Regulator as the result of a public enquiry process including scrutiny of the costs and performance of the electricity companies.
The contractual conditions of supply are set by the Standard Tariff Agreement. It is required by statute to address such issues as:
It is an important aspect of the regulatory arrangements that the tariff is seen as a 'safety net', ie minimum standards and conditions of service and supply. All customers can, and many do, contract outside the standard tariffs on both price and terms and conditions of supply.
- connections and re-connections;
- interest payments on overdue accounts;
- services a customer is entitled to receive;
- procedures for handling enquiries and complaints; and
- technical matters like voltage fluctuations and power factors.
Credit conditions are an important aspect of the retailer/customer relationship. There are specific provisions in respect of the most important aspects of credit policy, eg interest rates, security deposits and arrangements for 'payment plans' where customers find difficulty in meeting their obligations.
The Customer Charter is a statement by Aurora of service standards and conditions it will provide which exceed those provided for in the tariff agreement. It provides guarantees of service standards including payments where Aurora fails to meet the services standards it has promised.
The requirment to prepare a Customer Charter is contained in section 9.6 of the Tasmanian Electricity Code.