Frequently asked questions

Do I call Power and Water if I lose services during a major storm?

We might already be aware of the outage. If it is safe, check your street and your neighbours. If their power is out too, it's likely that we are on our way to investigate. If they have services and you don't, call our 24 hour faults number – 1800 245 092 – to report an outage. Remember, do not use your landline phone in an electrical storm.

What happens after I report an outage?

Each call 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.

How does Power and Water know which services to restore first?

During storm or cyclone restoration, priority is given to facilities that are essential to community health and welfare. They include, in order of priority:

• Hospitals, nursing homes, evacuation centres, emergency services - police, ambulance and fire brigade are restored first.
• Residential and commercial customers are restored next. Those living close to community facilities may have their power restored sooner.

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

We work to restore services to the most 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 do my neighbours have power and I don't?

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

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, these can affect the restoration process, which complicates our ability to predict restoration times.

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

We've increased the capacity of our two contact centres – Darwin and Alice Springs – dedicated customer service staff trained to manage the high volume of customer calls expected as a result of outages caused by major storms or cyclones. There is also a pool of staff on standby.

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?

Our emergency line 1800 245 090 operates 24 hours a day, 7 days a week. This number is for emergencies only and should not be used for any other purpose.

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 if a powerline falls onto a road or into my yard?

Fallen powerlines may look harmless, but they could be deadly. Always treat them as live. Keep others away and report them to by calling 000 or our emergency line on 1800 245 090.

Why do I 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 staff or approved contractors carry out this work. The vehicles may also be in your area looking for and repairing faults. Do not attempt to stop their vehicle to report an outage. It will only delay them in getting to their assigned restoration jobs.

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.