Frequently asked questions

At Power and Water safety is an absolute essential.

Below are some FAQs around cyclones, storms and floods. Visit our Cyclones, storms and floods page for more information.

During major or widespread outages, updates on restoration progress of power and water supply will be available from our Current bulletins page, social media (Facebook and Twitter) local radio and at secure.nt.gov.au

Do I call Power and Water if I lose services during a major storm?

If the power goes out, wait 15 minutes before calling us on 1800 245 092. Chances are we’re already on it. If it's safe, check your street and your neighbours. If their power is out too, it's likely that we’re aware of the problem and on our way to fix it. For up-to-date outage information, follow PowerWaterCorp on Facebook and Twitter or visit powerwater.com.au/bulletins

For your safety, don’t use your landline phone in an electrical storm, use your mobile instead.

What happens after I report an outage?

When you call, a work order is created. Work orders are sent to our System Control unit responsible for dealing with and sending repair crews to the outage locations of to check the problem. If they can't repair the problem, a line crew will be called out to do the repairs.

Why is it hard for Power and Water to say how long it will take to get services restored?

Safety, environment and weather conditions, accessibility to damaged areas and the time of day are among the many factors that will affect how long it will take to restore your services. Severe storms impacting lots of customers can affect the reconnection process making it hard for us to predict restoration times.

How does Power and Water handle increased calls during major outages?

We increase the capacity of our two contact centres in Darwin and Alice Springs to handle major or widespread outages. Dedicated customer service employees are trained to manage the high volume of customer calls and we have additional employees on standby.

Our 24 hour emergencies and faults line 1800 245 090 operates 24 hours a day, seven days a week.

Can I ring Power and Water in an emergency situation?

Yes - your safety is our priority.

Our 24 hour emergencies and faults line 1800 245 090 operates 24 hours a day, seven days a week. You can also call triple zero - 000.

What if someone in my home has special requirements or is on life-support medical equipment?

Call our 24-hour emergency line on 1800 245 090 or dial triple zero – 000 if the situation is life threatening.

Always have a backup plan for yourself and your family. If there is a cyclone or severe storm, it could take some time to restore your services.

What if a powerline falls onto a road or into my backyard?

Always assume downed powerlines are live and lethal. Your safety is our priority. Call our 24-hour emergency line on 1800 245 090 or dial triple zero – 000.

How does Power and Water know which services to restore first?

After a cyclone, storm or flood priority is given to facilities that are essential to community health and welfare, including hospitals nursing homes, evacuation centres and emergency services.

Visit our Getting reconnected page for more information on our restoration response.

After priority facilities are restored, how does Power and Water decide whose services to restore next?

We work to restore services to the most customers the quickest way possible. Those living in higher density areas or close to community facilities are likely to have their power restored sooner than those in remote areas.

Visit our Getting reconnected page for more information on our restoration response.

Why do my neighbours have power and I don't?

Their power supply could come from different powerlines or transformers. This is common.

Why do I see Power and Water vehicles leave my neighbourhood without restoring service to the area?

Your safety is our priority and that is no different after a cyclone, storm or flood. In the event of major damage or widespread outages our focus is to make an area safe and clear and secure dangerous objects including trees, poles and powerlines that may have fallen. Our crews or approved contractors carry out this work.

Vehicles may also be in your area looking for and repairing faults. Please do not attempt to stop a vehicle to report an outage. It will only delay them in getting to their next assigned restoration jobs.

Visit our Getting reconnected page for more information on our restoration response.

To report an outage call our 24-hour faults line on 1800 245 090 or dial triple zero – 000 if the situation is life threatening.

What safety precautions should be followed when using a portable generator during an outage?

Improper use of portable generators can be dangerous and even deadly. It's important to observe the manufacturer's instructions. Do not connect a portable generator to the electrical wiring of your home or office unless it has been permanently connected by a Northern Territory licensed electrical contractor.

Appliances should be plugged directly into the generator. It is also important to select the appropriate generator for your needs. Determine how many appliances you need to run at the same time and select a generator based on the total wattage.

Refer to our Generator safety and use page for more information.

I have solar panels, what should I do?

Solar panels could still be live when power is out, stay safe. Call a professional to check them out.