Customer contract

Power and Water provides electricity, water and sewerage services to more than 85 000 customers in the Northern Territory.

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

This contract is legally binding on you and us under the Water Supply and Sewerage Services Act and the Electricity Reform Act.

It covers the urban centres in the Northern Territory listed in Schedule 1: Centres Covered by This Contract. It applies to:

  • all water supply, sewerage and electricity services customers, unless we have agreed an alternative, written and signed agreement
  • business customers unless we have agreed an alternative written signed agreement or unless this contract is terminated

Our Customer Charter  provides a simple summary of the key points of this contract.

Power and Water holds operating licences to supply electricity, water and sewerage services under the Electricity Reform Act and the Water Supply and Sewerage Services Act. The licences include minimum standards of service, which are confirmed in Schedule 2: Our Service Standards.

The Utilities Commission is responsible for monitoring compliance with those licences and with the wider requirements of the legislation.

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 this Customer Contract.

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.