As an essential services provider, Power and Water's priority is to provide all Territorians with access to safe electricity, water and sewerage services.

We are committed to providing you with excellent customer service. Our customer contracts provide you, the customer, with information about your rights and obligations to help us in providing the best customer service possible.

Under various regulations, both state and federal, we are required to publish different contracts depending on where you live and the services we provide you.

The Power and Water Customer Charter provides a simple summary of the key points of these contracts.

Our Customer Contract covers Power and Water’s retail responsibilities and applies to all water and sewerage customers, as well as customers where we are your electricity retailer. This contract will automatically apply unless we have agreed to an alternative, written and signed agreement with you.

Our Standard Customer Supply Agreement and published Connection Agreements, covers our responsibilities as the sole Electricity Network Service Provider.

These agreements apply to all customers that receive electricity retail services from another organisation, i.e. Jacana Energy, Rimfire Energy, QEnergy or any other retailer that enters the Northern Territory market.

To help you understand which contract applies to you, we have listed each contract and the location of the customer they apply to below.

Customer Contract

The Customer Contract applies to all Power and Water retail customers, including water and sewerage retail area customers located in following areas:

Water and Sewerage retail areas
  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
Power and Water electricity retail areas
  • All communities receiving services from Indigenous Essential Services (IES):
    • Nhulunbuy
    • Jabiru
    • Alyangula

Standard Customer Supply Agreement

This Agreement covers the ongoing supply of electricity you receive and applies to all electricity customers in the following areas:

  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
  • Daly Waters
  • Borroloola
  • Timber Creek
  • Elliott
  • Newcastle Waters
  • Kings Canyon
  • Ti Tree
  • Yulara

Connection Agreement (basic and micro-embedded)

The Connection Agreements apply to all electricity customers requesting connection to our electricity network in the following areas:

  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
  • Daly Waters
  • Borroloola
  • Timber Creek
  • Elliott
  • Newcastle Waters
  • Kings Canyon
  • Ti Tree
  • Yulara

All our contracts are legally binding on you and us under both the Water Supply and Sewerage Services Act and the Electricity Reform Act.

We will continue to monitor and review the quality of our customer service. We report to the Australian Energy Regulator, The Utilities Commission of the Northern Territory, the Northern Territory Chief Health Officer and to our customers each year on our performance standards.

We welcome your feedback so we can work to improve our services to you. Send comments or suggestions to our Customer Service team.