At Power and Water our purpose is to Make a difference to the lives of Territorians. It is the driving force behind everything we do, from our projects to our electricity, gas, water and sewerage services.

We are committed to providing you with excellent customer service. Our customer contracts provide you, the customer, with information about our responsibilities as your service provider and your rights and obligations to help us in providing the best customer service possible.

Under various regulations, both state and federal, we are required to publish different contracts depending on where you live and the services we provide you.

The Power and Water Customer Charter PDF, 759.83 KB provides a simple summary of the key points of these contracts.

Our Customer Contract PDF, 884.66 KB covers Power and Water’s retail responsibilities and applies to all water and sewerage customers, as well as customers where we are the electricity retailer. This contract will automatically apply unless we have agreed to an alternative, written and signed agreement with you.

Our Standard Customer Supply Agreement   PDF, 720.56 KB and published Connection Agreements, covers our responsibilities as the sole electricity network service provider.

These agreements apply to all customers that receive electricity retail services from another organisation, i.e. Jacana Energy, Rimfire Energy, QEnergy or any other retailer that enters the Northern Territory market.

Under a Service Level Agreement, our not-for-profit subsidiary Indigenous Essential Services (IES) provides electricity, water and wastewater services to remote communities and outstations on behalf of the Northern Territory Government through the Department of Territory Families, Housing and Communities.

To help you understand which contract applies to you, we have listed each contract and the location of the customers they apply to below.

Customer Contracts

The Customer Contract applies to all Power and Water retail customers, including water and sewerage retail area customers located in following areas:

Water and Sewerage retail areas
  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
Power and Water electricity retail areas
  • Nhulunbuy
  • Jabiru
  • Alyangula, and
  • All communities receiving services from Indigenous Essential Services (IES).

Standard Customer Supply Agreement

This Agreement covers the ongoing supply of electricity you receive and applies to all electricity customers in the following areas:

  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
  • Daly Waters
  • Borroloola
  • Timber Creek
  • Elliott
  • Newcastle Waters
  • Kings Canyon
  • Ti Tree
  • Yulara

Connection Agreement (basic and micro-embedded)

The Connection Agreements apply to all electricity customers requesting connection to our electricity network in the following areas:

  • Darwin (city, suburbs and surrounding rural areas, including Palmerston, Batchelor and Adelaide River)
  • Katherine (township, suburbs and surrounding rural areas, including Pine Creek, Larrimah and Mataranka)
  • Tennant Creek (township, suburbs and surrounding rural areas)
  • Alice Springs (city, suburbs and surrounding rural areas)
  • Daly Waters
  • Borroloola
  • Timber Creek
  • Elliott
  • Newcastle Waters
  • Kings Canyon
  • Ti Tree
  • Yulara

All our contracts are legally binding on you and us under both the Water Supply and Sewerage Services Act 2000   and the Electricity Reform Act 2000  .

Indigenous Essential Services (IES)

Indigenous Essential Services (IES) provides essential services to 72 remote communities and 79 outstations on behalf of the Northern Territory Government well as maintaining and replacing assets while Power and Water provides retails services on behalf of IES.

IES operates in the following areas:

Northern Region

  • Acacia Larrakeyia
  • Angurugu
  • Belyuen
  • Galiwinku
  • Gapuwiyak
  • Gunbalanya
  • Gunyangara
  • Maningrida
  • Milikapiti
  • Milingimbi
  • Milyakburra
  • Minjilang
  • Nauiyu
  • Nganmaryanga (Palumpa)
  • Numbulwar
  • Peppimenarti
  • Pirlangimpi
  • Ramingining
  • Umbakumba
  • Wadeye
  • Warruwi
  • Wurrumiyanga (Nguiu)
  • Yirrkala

Barkly Region

  • Ali Curung
  • Alpurrurulam
  • Canteen Creek
  • Imangara
  • Nturiya
  • Tara
  • Willowra
  • Wilora
  • Wutunugurra

Katherine Region

  • Amanbidji
  • Barunga
  • Beswick
  • Binjari
  • Bulla
  • Bulman
  • Dagaragu
  • Jilkminggan
  • Kalkarindji
  • Kybrook Farm
  • Lajamanu
  • Manyallaluk
  • Minyerri
  • Ngukurr
  • Pigeon Hole
  • Rittarangu
  • Robinson River
  • Weemol
  • Yarralin

Southern Region

  • Amoonguna
  • Ampilatwatja
  • Apatula
  • Areyonga
  • Atitjere
  • Engawala
  • Ikuntji
  • Hermannsburg
  • Imanpa
  • Kaltukatjara
  • Kintore
  • Laramba
  • Mt Liebig
  • Nyirripi
  • Papunya
  • Pmara Jutunta
  • Santa Teresa
  • Titjikala
  • Wallace Rockhole
  • Yuelamu
  • Yuendumu

We will continue to monitor and review the quality of our customer service. We report to the Australian Energy Regulator, The Utilities Commission of the Northern Territory, the Northern Territory Chief Health Officer and to our customers each year on our performance standards.

We welcome your feedback so we can work to improve our services to you. You can send comments and suggestions to our Customer Service team.