Information about COVID-19

As an essential services provider, Power and Water has a range of measures in place to manage the impacts of COVID-19. Our priority at this time is to continue to provide all Territorians with access to safe water and reliable power services.

For Northern Territory specific information go to the coronavirus (COVID-19) website.

Experiencing hardship?

Power and Water is committed to helping vulnerable Territorians facing financial hardship due to the impact of COVID-19.

We understand that COVID-19 may result in some of our customers finding it harder to pay their bill. Customers facing hardship can apply for a payment extension here.

Once we receive this form, we will confirm the new payment arrangements in writing. So please rest a little easier knowing that we have it in hand.

Customers on our hardship program will not be disconnected or placed on water restrictions.

During these challenging times, we are committed to giving you our best. We are Territorians too and we will support our community as much as we can during this time.

Power and Water’s commitment to remote communities has not wavered, with our teams focused on providing essential services to these customers to ensure that they are not disadvantaged during this time.

Access arrangements into remote communities have been redefined to ensure essential maintenance work continues during COVID-19 and a permit process is being developed in conjunction with land councils to ensure that the health and wellbeing of these communities and our employees is maintained.

Behind the scenes, we are working closely with our vendors located in remote communities to ensure that there remains an adequate supply of e-vouchers and tokens. These are the currency that ensures that our remote customers continue to have their taps running and power on.

Find out more about our work in remote communities.

As the COVID-19 situation continues to develop, we will need to change the way we work. This means limiting all non-essential travel and planning for all eventualities.

Of course, being Territorians we are practised at disaster response and we are committed to responding as quickly as possible to our customers and maintaining safe and reliable access to essential power and water services.

Importantly, we will never compromise on safety. We appreciate your patience and understanding as we work together to deal with this global situation.

Our priority at this time is to continue to provide all Territorians with access to safe water and reliable power services. We are continuing to undertake planned maintenance and our crews are on call 24/7 for emergency response.

We’re staying in close contact with our suppliers and partners to ensure our supply chains are maintained and managed, while responding to any pressures brought about by COVID-19 planning.

Our tap water is safe to drink. Our power supply is secure.  Power and Water has a robust plan in place to manage our response to COVID-19 and continue to supply safe water and secure power across the Territory.

There is no evidence that COVID-19 is transmitted via drinking water and we have strict measures and controls in place to ensure the safety and quality of drinking water across the Territory.

Ensuring your health and safety is our top priority. We have strict hygiene measures in place at our water treatment plants and there is almost no human interaction in the process of treating drinking water to minimise any possibility of contamination.

Go to our Drinking water quality page for more information on how we deliver and maintain safe drinking water across the Territory.

The Water Services Association of Australia has also released a factsheet about COVID-19 and drinking water.

Power and Water is well prepared to manage and respond to public health challenges like COVID-19, with strong business continuity plans in place.

We have a flexible workplace culture that allows some of our workers to work remotely. Our employees are being provided with information and support to manage any changes to normal operations.

We are doing our part to limit the spread of the COVID-19 and this means we are changing the way we do business.  This includes supporting our employees to work from home as required and implementing strict social distancing practices.

On 18 March the Northern Territory Government announced a freeze on increases to household fees and charges until 1 July 2021.  This means that our customers won’t have to pay more for their power or water in 2020-21 than they do now. For more information, go to coronavirus.nt.gov.au.

Power and Water has changed site access requirements for all currently manned Power and Water sites. This does not apply for temporary work sites or unmanned locations such as Zone Sub-Stations, for example.

In line with COVID-19 national recommendations, each time a person enters a site they will be required to:

* complete the Coronavirus (COVID-19) visitor checklist, which will be available at the entry point

* wash hands before entry with either soap and water or sanitiser - contractors will be permitted onsite to wash their hands if they have not already done so or do not have sanitiser

* follow hand hygiene and social distancing guidelines, which will be visible at entry points and in bathrooms.

Each site will have only one vehicle access point and only one pedestrian access point. Signage is in place to help people find the pedestrian access point.

Contractors who have a Power and Water site access card will be required to use the designated access point each and every time they enter a site. Once the entry process has been completed, contractors will then be able to conduct business as usual on the site.

Power and Water employees will monitor site access points to ensure the new process is being followed.

For more information on the new site access requirements, email PWC.Security@powerwater.com.au.

As always, we’re here to help.

We may need to make changes in how we work to protect the health and wellbeing of our employees and our customers. We ask for your patience and understanding as it may take a little longer for our teams to answer and respond to your queries.

Should our ability to handle requests be restricted, we will prioritise calls related to maintaining essential services.

If you need to report an emergency or fault, contact us on 1800 245 090.

To report an outage outside of business hours, please call our 24-hour line on 1800 245 092.

For all non-urgent enquiries, please contact us and consider using our live chat, which is operational between 9am and 4pm weekdays, excluding public holidays.

Given the dynamic nature of COVID-19, this webpage is being updated daily, so stay connected.