We know our services are essential to every day, so we give our best at all times to keep the lights on and the water running. Our Customer Charter provides you with valuable information about your rights, as well as your obligations as a customer.

There are three good reasons to have a Customer Charter:

  • To set service standards.
  • To let you know what you can expect.
  • To serve you better.

Download Customer Charter

Our service standards

  • We’ll respond to written customer inquiries within five days.
  • Meter tests will be arranged within five days of your request.
  • We will arrange to move your account within 24 hours of the requested date when you’re moving address.
  • We’ll provide five days’ notice of any planned interruptions.

Our full list of service standards can be found in the Customer Charter.

Your responsibilities

Providing safe access to your water meter

Please keep your meter clear from obstruction such as locked gates, barriers, overgrown vegetation and dangerous animals. If we’re unable to gain access, we may require you to remove the obstacle or have the meter relocated.

Paying your account

Power and Water is a business entity and is accountable to the Northern Territory Government. It’s your responsibility to pay accounts within 21 days. To help manage your accounts, we offer an extensive range of payment options.

Updating your details

Please let us know if you’re moving. We need your new postal address details, and to know if there’s a change in responsibility for payment of the account. If the purpose for which your premises is used changes significantly, or there’s a major change in the level of activity, let us know as soon as possible.

Update your details

If you believe our service hasn’t met our published standards, we'd like to know. Our Customer Service Officers will listen carefully and respond promptly to your feedback. If a Customer Service Officer can’t provide an immediate answer to your inquiry, they’ll call you back with more information as soon as possible.

Share your feedback with us

Note: By requesting services from us you consent to us managing your personal information as outlined in our privacy policy. You can request access, at any time, to view and update the personal information we hold about you.