Dear Power and Water customer
The last few weeks have been a challenging time for us all.
Life as we know it has changed, but one thing stays the same: Power and Water, as an essential services provider, is committed to keeping the power on, ensuring safe drinking water and maintaining sewerage services for our community. We have delivered and will continue to do so.
We are Territorians too, and we will always support our community – including our remote community customers – to the best of our abilities.
Doing it tough? Tell us.
We know many households are facing financial and personal challenges. If you are finding it hard to pay your bill, please apply for a payment extension on our website.
Once we have received your application, we will confirm your new payment arrangements in writing and work with you to keep your services on.
There’s support available for businesses, too.
The Northern Territory Government announced support for businesses that demonstrate hardship due to the pandemic, including the halving of power, water and sewerage bills for six months.
You can find out more about programs and initiatives on the Northern Territory Government website.
Keeping our people - and you - safe
The COVID-19 pandemic has changed the way we work.
We have additional processes to safeguard the health and safety of our field crews, including mandatory hygiene and disinfection processes, maintaining physical distancing and avoiding direct contact with customers.
We have split our workforce into smaller crews to lower interaction between our people. This will help us maintain the specialist skills needed to keep our services running.
We are also minimising contact between crews of the same section by allowing them to work from home where possible and coordinating their interactions.
If any of our crews are on your property and there are people in your household who are in isolation or quarantine, please do not approach our crews. Give us a call instead on 1800 245 090.
In some instances, some of our services may be re-prioritised. It may take a little longer for some of our teams to answer your queries and we appreciate your patience and understanding.
Continuing critical maintenance
In our role as the power network service provider, we build, maintain and upgrade electricity infrastructure across the Territory.
We know any power outage is frustrating as some people are working from home. We are trying to limit planned outages and keep them as short as possible.
We must continue critical maintenance which may involve turning your power off temporarily to avoid longer outages and mitigate safety risks to you and our network.
Staying in touch and keeping connected
While keeping our physical distance is essential, it does not mean we have to disconnect socially.
We will keep you updated through our social media channels. We have set up a dedicated webpage for customer information at powerwater.com.au/covid-19.
We may be tough here in the Territory, but we have never lacked compassion and community spirit.
Thank you for your patience and understanding during this time. We will get through this together.