Cyclones FAQs

What do I do if the power goes out?

Unfortunately power interruptions are inevitable during the Wet Season/Summer. At Power and Water we understand the importance of getting the power back on as quickly as possible, the safety of our staff and our customers is the priority.

If it is safe to go outside, check your street and neighbours to see if they still have power. If their power is out too, it's likely that crews are already on their way to investigate.

If your neighbours have power and you don't: call our 24 hour faults number on 1800 245 092 to report an outage. Do not use your landline phone in an electrical storm.

How can my neighbours have power and my home does not?

Their power could be supplied from different powerlines or transformers. This is common.

What happens when I report a power outage?

Each call to report a fault (power outage) will generate a work order. The orders are sent to System Control and crews are sent to the location of the outages to assess the problem. If they cannot repair the problem, a line crew will be called out to make repairs.

Which services does Power and Water restore first?

After a storm or cyclone, priority is given to restoring facilities that are essential to community health and welfare.

They are:

• Hospitals
• Nursing homes
• Evacuation centres
• Emergency services - police, ambulance and fire brigade.

After priority facilities are restored, how does Power and Water decide whose services to restore next?

We work to restore services to residential and commercial customers the quickest way possible. If we have to choose between sending crews to do work that will restore power to 1,000 customers or work that will restore 10, we will restore the 1,000 customers first.

Why is it hard for Power and Water to say how long it will take to get services restored?

Safety, environment and weather conditions, accessibility to damaged areas, the time of day, safety and environmental issues are among many factors that affect how long it takes to restore services. After large storms or cyclones, these factors can affect the restoration process, which can make it hard to predict restoration times.

How does Power and Water handle increased calls during major outages?

We can roster on additional staff to work in our contact centres in Darwin and Alice Springs. In addition to this, the Alice Springs contact centre can assist Darwin callers during peak periods and vice versa. Our 24 hour faults line –1800 245 092 – is staffed 24 hours a day, 7 days a week.

Can I ring Power and Water in an emergency situation?

For a life threatening emergency situation, always call 000. For an emergency situation regarding power or water services, call 1800 245 090. This line is manned 24 hours a day, 7 days a week.

What if someone in my home has special requirements or is on life-support medical equipment?

In an emergency phone our emergency line on 1800 245 090, 24 hours a day, 7 days a week. Always have a backup plan, if there is a cyclone or severe storm it could take time to restore services.

What do I do if I see a fallen powerline?

Fallen powerlines may look harmless, but they could be deadly. Always treat them as live, never try and move them yourself and keep others away from them. Report fallen powerlines as soon as possible by calling our emergency line on 1800 245 090. Why do I sometimes see Power and Water vehicles leave my neighbourhood without restoring service to the area? After major outages, Power and Water's first responsibility is to make the area safe, clear and secure all known hazards such as trees, poles and powerlines that have fallen across roadways. Our vehicles may also be in your area looking for and repairing faults. Do not attempt to stop Power and Water’s vehicle to report an outage.

What safety precautions should be followed when using a portable generator during an outage?

Improper use of portable generators can be dangerous and even deadly. It's important to observe the manufacturer's instructions. Do not connect a portable generator to the electrical wiring of your home or office, unless it has been permanently connected by a licensed electrical contractor. Appliances should be plugged directly into the generator. It is also important to select the appropriate generator for your needs. Determine how many appliances you need to run at the same time and select a generator based on the total wattage. Refer to our Generator safety and use page for more information.