Power and Water strives to ensure the safe and efficient delivery of electricity to your home or business.
We promise eligible customers* we’ll meet the Guaranteed Service Levels (GSLs) set out in the Electricity Industry Performance Code. If our performance falls outside these standards, we’ll automatically apply a credit to your account through your retailer. In accordance with the scheme, you don’t need to request a GSL payment.
However, the nature of some faults may prevent us from meeting this target, particularly where those faults arise from major incidents such as cyclones or interruptions to the main gas supply for our power generation. For more information view our Customer Charter.
Our service levels
Connections
When we’ve received all necessary paperwork and approvals from you or your retailer, we’ll connect electricity to your premises. We'll connect power where supply is available within five business days.
If we need to construct new powerlines or infrastructure to connect your electricity, we’ll work with you to set a date for the connection.
If we can’t connect you within the agreed time frame, we’ll credit you $70.00 for each day we’re late, up to a maximum of $300.
Reconnections
If you need to reconnect your electricity supply and you’ve completed all necessary paperwork, reconnection will take place as follows (unless otherwise agreed with you).
We guarantee to reconnect within 24 hours of receipt of a valid request for reconnection from the small customer*.
If we don't complete your reconnection within the agreed time frame, we’ll credit you $70.00 for each day we’re late, up to a maximum of $300.
Power interruptions
Single duration interruptions
If there’s a single interruption of more than 12 hours and less than 20 hours, you’ll receive a credit payment of $112.50.
If there’s a single interruption of more than 20 hours, you’ll receive a credit payment of $175.50
Frequency of interruptions
If there are more than 12 interruptions in a financial year, you’ll receive a credit payment of $112.50.
We can only make one credit for this standard in any financial year.
Cumulative duration interruptions
If you experience more than 20 hours of interruptions in a financial year, you’ll receive a credit of $175.50
We can only make one credit for this standard in any financial year.
Exclusions
The following interruptions of supply are excluded when calculating outage times for these standards:
- interruptions of one minute or less
- interruptions due to generation problems
- manual load shedding event caused by a short fall in generation
- planned interruptions, where at least two business days’ prior notice is given
- interruptions caused or requested by you
- some interruptions due to major natural events, as approved by the Utilities Commissioner
- interruptions resulting from a directive of legislation or code
- interruptions resulting from a directive of a person in authority, including police, to maintain public safety.
Planned interruptions
If we need to interrupt your electricity supply to carry out maintenance on our network, we’ll provide at least two business days’ notice prior to the commencement of the business day of the planned interruption.
We’ll advise you of the estimated start and finish times of the planned interruption by one of the following methods:
If we don't meet this standard, we’ll pay you $70.00
Terms and conditions
*GSLs apply to eligible small customers (customers who use less than 160 megawatt hours per annum) connected to a regulated network (Darwin, Katherine, Tennant Creek, Alice Springs, Batchelor, Pine Creek and Adelaide River).
This information is a summary only. Any payments identified under these GSLs are made by Power and Water for failure to meet the nominated standards. We reserve the right to amend these service levels in accordance with any variations to the requirements of the Utilities Commission of the Northern Territory.
The GSLs outlined above should be interpreted in relation to the Northern Territory Guaranteed Service Level Scheme made under the Utilities Commission of the Northern Territory.
Frequently asked questions
Guaranteed Service Levels (GSLs) are a set of industry standards for the safe and efficient delivery of electricity to your home or business.
The Utilities Commission sets and monitors Power and Water's performance against the Electricity Industry Performance Code.
Power and Water is currently the sole network service provider in the Northern Territory.
We assess events and determine eligible customers each month.
No. Our systems recognise if you're eligible for a GSL payment. If you are, a credit will be applied to your account and appear on your electricity bill.
As soon as we note the occurrence of an eligible event, we calculate and apply the credit. The timing of your GSL payment depends on your billing cycle.
If you haven't received a payment you believe you're eligible for, contact us on 1800 245 092 or lodge a request for GSL review online. You have 12 months from the event date to lodge a claim.
Yes, you're eligible for both GSL payments which apply to your circumstances.
Interruptions of less than one minute are excluded. Some types of outages are also deemed to be beyond Power and Water’s control. For further information, go to the Utilities Commission website.
Yes, you're eligible for both GSL payments which apply to your circumstances.
