Customer contract

Power and Water provides electricity, water and sewerage services to customers in the Northern Territory.

Our commitment to you is customer service excellence. Our Customer Contracts are part of that commitment, giving you information about your rights and obligations to help us to provide the best customer service.

Our contracts provide you (the customer) with information regarding your rights and obligations to help us in providing the best customer service.

The Power and Water Customer Charter provides a simple summary of the key points of these contracts.

Our Customer Contract covers Power and Water’s retail responsibilities and applies to all water and sewerage customers and to customers where we are the electricity retailer. This contract will apply unless we have agreed to an alternative, written and signed agreement with you.

Our Standard Customer Connection Agreement covers our responsibilities as the sole Electricity Network Service Provider. This contract applies to all customers listed in the areas outlined below:

  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
  • Daly Waters
  • Borroloola
  • Timber Creek
  • Elliott
  • Newcastle Waters
  • Kings Canyon
  • Ti Tree
  • Yulara

Both our contracts are legally binding on you and us under both the Water Supply and Sewerage Services Act and the Electricity Reform Act.

We will continue to monitor and review the quality of customer service we provide. We report to the Utilities Commission, the Chief Health Officer and to you, each year, on our performance against our contracts.

We welcome your feedback so we can work to improve our services to you. Send comments or suggestions to our Customer Service Officers at customerservice@powerwater.com.au or call 1800 245 092.