Frequently Asked Questions

Does Power and Water know which customers are without services during a major storm?

Not necessarily and not always. Before calling Power and Water check your street and your neighbours. If they too don’t have services then it’s likely that Power and Water is aware of the problem. If however they have services and you don’t, then call Power and Water’s 24 Hour Faults – 1800 245 092 to report an outage.

What happens after a customer reports an outage?

Each call will have a work order generated. The orders are sent to System Control and then dispatched to crews who travel to the location of the outages to assess the problem. If the crews cannot repair the problem, then 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 the health and welfare of the community.

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 although those living close to community facilities may have their power restored sooner as they could be supplied by the same powerline as the local hospital for example.

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

Our strategy is to do whatever it takes to bring the most customers' services back on in the quickest way possible. If we have a choice of sending crews to undertake work that will restore power to 1,000 customers compared to work that will restore 10, then will restore the 1,000 customers first.

Why do some customers have power and their neighbours don’t?

They could be supplied from different powerlines or transformers. This is common. Not all houses in a neighbourhood are supplied from the same powerline.

Why is it difficult 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 the many factors that determine the amount of time it takes to restore services. Following large storms, these and many other factors can affect the restoration process, which greatly 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 and 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 stand by.

Our faults line –1800 245 092 – is staffed 24 hours a day, seven days a week.

Can I ring Power and Water in an emergency situation?

For all emergency situations regarding electricity or other dangerous situations, contact our dedicated emergency phone number 1800 245 090 - 24 hours a day, 7 days a week. This number is for life threatening emergencies involving electricity only and should not be used for any other purpose.

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

In an emergency situation call Power and Water’s emergency phone line – 1800 245 090 24 hours a day, 7 days a week. Always have a back-up plan in case the damage to powerlines or equipment is so severe that it could take a while to repair.

What if a power line falls onto a road or in a customer’s yard?

Fallen powerlines may look harmless, but they could be deadly. Always treat them as live. Keep children and pets away and report them to Power and Water on 1800 245 090.

Why do I see Power and Water vehicles leave my neighbourhood without restoring service to the area?

To get services back on following major outages, Power and Water’s first responsibility is to make safe and clear and secure all known hazards such as trees, poles and powerlines that may have fallen across streets and roadways. We do this by using our staff or approved contractors as well as our own staff. 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. That’s why it’s important to observe the manufacturer’s instructions for proper usage of the generator. 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 are going to run at the same time and select a generator based on the total wattage that will be used.