This Family and Domestic Violence (Customer) Policy is designed to support customers experiencing Domestic Violence, including Family Violence and Elder Abuse resulting in energy affordability issues.
The approach and directives outlined in this document highlight the manner in which Aurora Energy’s obligation to our customers is directed and managed. Management implements this through subsidiary procedures, processes and supporting infrastructure.
Complementary to this Policy is the Your Energy Support (YES) Program Policy. This Policy explains in clearly understood terms how Aurora Energy treats customers experiencing energy affordability issues and also meets all requirements set out in the AER Customer Hardship Policy Guidelines (Guidelines). In addition, Aurora Energy publishes a customer facing website that outlines key information for customers who are experiencing Family or Domestic Violence and access to this Policy.
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