Getting reconnected
Your safety and the safety of our people is our top priority, especially after a severe weather event.
Reporting faults and dangerous situations
How to report a fault
Report power, water or sewer faults as soon as possible so our crews can assess the issue and respond.
- Check our current outages and works page first.
- Report a fault or call us on 1800 245 092.
Dangerous situations
Always treat damaged infrastructure as dangerous. Stay well clear and call us immediately on 1800 245 090.
For life-threatening emergencies, call Triple Zero (000).
- Keep away from fallen powerlines and damaged poles.
- Do not enter floodwaters around electrical infrastructure.
Our restoration response
Reconnecting essential services can be complex, and our team is highly trained to respond safely and as quickly as possible. In the event of widespread or major damage, we first make the area safe. We then move to our two-phase restoration approach:
Phase 1: Response
We assess, isolate and make faults safe, and restore power to the network where possible. We prioritise restoration of services for public health, community welfare and emergency services.
- Respond to hazards and urgent faults.
- Assess network and asset damage.
- Restore services to affected areas as conditions allow.
Phase 2: Recovery
In the short term, we restore power to the largest number of customers as soon as possible. In the longer term, we identify where the network may need to be rebuilt.
- Complete repairs to damaged assets.
- Reconnect properties when it is safe and compliant.
- Continue inspections and follow-up works in impacted areas.
Repairing damage
Electricity service lines
Follow these steps to safely restore power to your property:
If you see a life-threatening or dangerous situation such as a powerline on the ground, call 000 or our emergency line on 1800 245 090 immediately.
Step 1: What’s happened?
Check what type of damage has occurred to your power connection:
Power line from the pole:
- Check our outages and works page.
- If your property is not listed, report a fault.
- We will restore your power.
Power line from your house, or flooding:
You’ll need to complete the steps below before power can be reconnected.
Step 2: Get your property inspected
A Northern Territory licensed electrician must inspect your property and confirm it is safe.
Step 3: Get a Certificate of Compliance
Your electrician must provide a Certificate of Compliance before power can be restored.
Step 4: Arrange reconnection
Call 1800 245 092 to arrange reconnection.
During major outages
We may ask you to leave your Certificate of Compliance in your meter box instead of calling us.
Water supply and sewerage services
If your water or sewerage services are affected, follow this guidance to stay safe and informed:
Stay safe
- Do not drink water from streams or creeks.
- Avoid dams, wastewater treatment ponds and floodwaters.
- Stay away from pooling water due to possible sewer overflows.
Stay informed
- ABC emergency radio.
- Visit SecureNT for updates.
- Follow updates on our outages and works page and Facebook.
Use water carefully
- Limit household wastewater while services are being restored.
Water quality alerts
- NT Health may issue a boil water alert.
- Check our outages and works, Facebook or SecureNT for updates.
Report issues
- Report damage, leaks or dislodged sewer covers as soon as possible.
- Call 1800 245 090 or report a fault.
Storm debris
Fallen trees and debris can delay restoration. Crews may need to clear areas before repair work can begin.
Stay safe
- Always assume powerlines are live. Do not carry out electrical repairs or remove trees until the area is confirmed safe.
- Fallen powerlines can be hard to see, so avoid affected roads and areas where possible.
What we’ll clear
- Trees or debris impacting powerlines, poles or water services on public or private property.
What others will clear
- Damage affecting roads or public areas will be managed by local authorities.
- Debris on private property not impacting services is the property owner’s responsibility.
After flooding
Flooding can damage electrical infrastructure and create serious safety risks. Extra checks are required before power can be restored.
Stay safe
- Electricity and water are dangerous. Do not attempt to reconnect power yourself.
- Take extreme caution when returning to your property.
Step 1: After flooding
If your property has been affected by flooding, your electrical system must be checked before power can be safely restored.
Step 2: Get your property inspected
A Northern Territory licensed electrician must inspect your property and confirm it is safe.
Step 3: Get a Certificate of Compliance
Your electrician must provide a Certificate of Compliance before power can be restored.
Step 4: Arrange reconnection
Call 1800 245 092 to arrange reconnection.
During major outages
We may ask you to leave your Certificate of Compliance in your meter box instead of calling us.
