COVID-19 customer update
Our usual contact centre operations are impacted by the COVID-19 lockdown arrangements.
The contact centre team members are now working from home.
They are standing by to serve you via:
- Live Chat - open from 9am to 4pm
- Facebook messenger - open from 8am to 5pm
- Email - firstname.lastname@example.org
- Contact us - online form
If you do not have access to any of the digital options above and your reason for contacting us is not of an urgent nature, please wait until after the lockdown ends to phone us.
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.
In light of the current COVID-19 situation, to keep our customers, crews and contractors safe we’re following strict hygiene and physical distancing practices. When we’re working at your property or nearby you can help by:
- following physical distancing guidelines if you need to interact with us.
- contacting us before we enter your property to let us know if you or someone in your household is self-isolating and not approaching us when we’re there.
Some work needs the power or water to be turned off to protect our crews.
We know there’s never a good time to be without power or water, so we’re doing all we can to keep any disruption to a minimum.
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 restrictors.
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.
Assistance for households
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.
Assistance for businesses
On 8 April 2020, the Northern Territory Government announced eligible businesses impacted by the COVID-19 pandemic may receive 50% off their utility bills for the next six months.
Find out more about the Northern Territory Government's Business Hardship Package and utility bill relief.
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.
Our employees and contractors observe physical distancing and hygiene measures when in remote communities to ensure we maintain the health and wellbeing of our customers and employees.
As the COVID-19 situation continues to evolve, we have changed 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.
We are working hard to maintain the safety and reliability of power and water supplies for the Northern Territory. As part of that commitment, our crews and contractors are continuing to undertake planned essential maintenance and repairs around our networks.
Planned maintenance is a critical part of how we manage our networks so we can keep delivering reliable services to homes, businesses, hospitals and nursing homes. We’ve prioritised and minimised our planned works to ensure we’re focusing on the most important tasks. By doing this work today or over coming weeks, we are reducing the risk of unplanned future outages that could affect a larger number of customers and for a longer time.
Sometimes, our work requires us to temporarily turn off the power or water to protect our customers, crews and contractors.
We know that there’s never a good time to be without power or water however, this work is important because it protects the networks we all rely on.
To help you plan ahead, see the latest information on planned maintenance and repair works in your area.
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.
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 Power and Water and Chief Health Officer COVID-19 recommendations, visitors must:
- monitor and comply with current Northern Territory Chief Health Officer Directions and health advice
- check-in when visiting Power and Water sites. QR codes have been created for visitor check-in at all main sites to enable the use of ‘The Territory Check-in app’ to record the contact details of visitors
- read the Visitor WHS Induction as well as sign in upon entry and sign out upon departure
- 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 physical distancing guidelines, as indicated by national guidelines and posters displayed around the work site.
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, pleaser refer to COVID-19 Our Safety Plan - External Reference Guide, or email PWC.Security@powerwater.com.au.
Some customers may have noticed delays with postal deliveries, which may have impacted the timeliness of your invoices.
If you believe you may have an outstanding bill amount, or have received a delayed invoice and need more time to pay, please phone us or apply for a payment extension.
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.