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Customer Charter - Our Service Standards

Customer Service

1. We will respond to written customer inquiries within five days.
2. Meter tests will be arranged within five days of your request.
3. Supply disconnection – We will provide five days written warning when disconnecting due to failure to pay accounts.
4. Special health needs - We will provide five days advance notice of any planned interruptions.

Key Customer Service Standards

Electricity

1. We will re-connect electricity to existing supply properties within 24 hours in major urban centres (Darwin, Palmerston, Katherine, Tennant Creek. Alice Springs and Yulara).
2. We will give two days advance notice for planned interruptions via newspaper advertising or letterbox notice.*

Water

1. We guarantee a minimum flow rate of 20 litres/minute.*
2. We will give you two days advance notice for planned interruptions via newspaper advertising or letterbox notice.*

Sewerage

1. We will attend to a sewer spill in your house within one hour of notice from plumber that the fault is due to Power and Water’s sewers.
2. We will attend within one hour of notice or advice of a spill occurring from a Power and Water sewer.
3. We will have 97.5% of cases restored within five hours when unplanned interruptions occur.*

Trade Waste requirements

1. Our sewerage systems are designed to accept, transport and treat normal domestic wastewater.
2. You must seek prior approval from Power and Water before discharging any other materials, such as trade waste, into our sewers.
3. We publish a Trade Waste Code, that sets out the requirements under which trade waste may be discharged. Copies of the Code are available from our Customer Service Centres.

* Service standard applies to major urban centres being Darwin, Palmerston, Katherine, Tennant Creek, Alice Springs and Yulara.

Privacy

By requesting services from us you consent to us managing your personal information as outlined in our privacy policy on our internet site. You are able to request access, at any time, to view and update the personal information which we hold about you.

Give us some feedback

If you think our service has not met our published standards then we need to know. Our Customer Service Officers will listen carefully and respond promptly to your feedback. When a Customer Service Officer can not provide an immediate answer to your inquiry they will call you back with more information as soon as possible. We value your feedback and will make every effort to address your concerns.

• Send feedback via the online feedback form

See also

• Customer Charter - Introduction
• Customer Charter - Your Responsibilities