Guaranteed Service Levels

Power and Water is committed to making sure the safe and efficient delivery of electricity to your home or business meets an agreed set of industry standards.

It is our promise to eligible customers* that we will meet the GSLs set out in the Utilities Commission's Guaranteed Service Level Code. Performance outside these standards will trigger a payment credit to the customer.

In accordance with the Guaranteed Service Level (GSL) Code, customers do not need to apply for a GSL payment. Power and Water will determine if your property is eligible for a GSL payment. If eligible, it will be credited to your account and appear on your bill as soon as reasonably practicable.

Guaranteed Service Levels

Connections

When we have received all necessary paperwork and approvals from you or your retailer, electricity will be connected to your premises, where supply is available, within 5 business days in Category 1 and 2 areas and 10 business days in Category 3 and 4 areas (see Feeder categories for more details).

If we need to construct new powerlines or infrastructure to connect your electricity, we will work with you to set a date for the connection to be completed.

Should we not connect within the agreed time frame, you will be credited $50 for each day we are late, up to a maximum of $300.

Reconnections

If you need to reconnect your electricity supply and you have completed all necessary paperwork, reconnection will take place as follows, unless otherwise agreed with you:

  • We guarantee to reconnect within 24 hours of receipt by the network provider of a valid request for reconnection from the small customer.
  • If reconnection is not completed within the agreed time frame, you will be credited $50 for each day we are late, up to a maximum of $300.

Power interruptions

Single duration interruptions

If there is a single interruption of more than 12 hours and less than 20 hours, you will receive a credit payment of $80.

If there is a single interruption of more than 20 hours, you will receive a credit payment of $125.

Cumulative duration interruptions

If you experience more than 20 hours of interruptions in a financial year, you will receive a credit of $125.

Please note only one credit for this guarantee can be made in a financial year.

Frequency of interruptions

Feeder categories 1 and 2
If there are more than 12 interruptions in a financial year you will receive a credit payment of $80.

Feeder categories 3 and 4If there are more than 16 interruptions in a financial year, you will receive a credit payment of $80.

Please note only one payment for this guarantee can be made in a financial year.

Exclusions

The following interruptions of supply are excluded when calculating outage times for these guarantees:

  • interruptions of one minute or less duration
  • interruptions due to generation problems
  • planned interruptions, where at least two business days prior notice has been given
  • interruptions caused or requested by you or other customers
  • some interruptions due to major natural events, as approved by the Utilities Commissioner
  • interruptions caused by traffic accidents or vandalism
  • interruptions resulting from a directive of legislation or code
  • interruptions resulting from a directive of a person in authority, including police, to maintain public safety

Planned interruptions

If we need to interrupt your electricity supply to carry out maintenance on our network, we will provide at least two business days notice prior to the commencement of the business day of the planned interruption.

We will advise you of the estimated start and finish times of the planned interruption by one of the following:

  • mail
  • letterbox drop, letter or flyer
  • email
  • phone
  • fax

If we don't meet this guarantee, we will pay $50.

We make every effort to advise of planned power interruptions in advance. Planned interruptions are also advertised in the Public Notices of NT News, commercial radio in Darwin and surrounding regional areas, our website (Planned works page) and Twitter (follow @PowerWaterCorp).

Appointments

In a category 1 or 2 area, we will meet the appointment within 30 minutes of the agreed time with the small customer.

In a category 3 or 4 area, we will meet the appointment within one hour of the agreed time with the small customer.

You will receive a $20 payment if we do not meet this guarantee.

The keeping appointments measure (KAM) will only apply when a chargeable service (ACS) has been requested by the customer.

To find out your feeder category, refer to the map of your area or use the GSL search facility.

Time for responding to a written inquiry

We will respond within 10 business days of receipt of a written inquiry that is related to the regulated network.

If we do not meet this guarantee, we will pay $80.

Feeder categories

Feeder categories are determined by the power network that supplies your property in line with national guidelines and approved by the Utilities Commission.

You can search for your street number, street name and suburb using the GSL search facility and have the feeder category number displayed in the right column.

You can also reference the appropriate map for your region linked below. Category 1 feeders are marked in blue, Category 2 feeders in pink, Category 3 feeders in green and Category 4 feeders in brown.

Alice Springs | Darwin | Darwin Rural | Katherine | Palmerston | Tennant Creek

For further information visit our Frequently Asked Questions page or contact us on 1800 245 092.

Terms and conditions

*GSLs apply to residential and small business customers only; that is, customers using less than 160 megawatt-hours per annum. GSL payments are identified and calculated by Power and Water's - Power Network systems. You may refer to past electricity bills to check your electricity usage. If you are unsure, contact us on 1800 245 092. This information is a summary only. Any payments made under these Guaranteed Service Levels are made by Power and Water for failure to meet the nominated standards. We reserve the right to amend these service levels in accordance with any variations to the requirements of the Utilities Commission of the Northern Territory. The Guaranteed Service Levels outlined above should be interpreted in relation to the Northern Territory Guaranteed Service Level Code made under the Utilities Commission of the Northern Territory. For more information on the Northern Territory Guaranteed Service Level Code and Utilities Commission of the Northern Territory visit their website.