Customer contract

We all rely on electricity, water and sewerage services at home and at work.

Power and Water provides electricity, water and sewerage services to more than 70 000 customers throughout the Northern Territory.

Our commitment to you is to achieve customer service excellence. The Customer Contract is part of that commitment, giving you information about your rights and obligations in helping us to provide the very best in customer service.

This contract is legally binding on you and us under the Water Supply and Sewerage Services Act and the Electricity Reform Act.

This contract covers the urban centres in the Northern Territory listed in Schedule 1: Centres Covered by This Contract It applies to:

• all water supply and sewerage services customers, and non-contestable electricity customers, unless we have agreed an alternative, written and signed agreement
• contestable electricity customers unless we have agreed an alternative written signed agreement or unless this contract is terminated.

We have also developed a simple summary of the key points of this contract, our Customer Charter.

Power and Water holds operating licences to supply electricity, water and sewerage services under the Electricity Reform Act and the Water Supply and Sewerage Services Act. The licences include minimum standards of service, which are confirmed in Schedule 2: Our Service Standards.

The Utilities Commission is responsible for monitoring our compliance with those licences and with the wider requirements of the legislation.

We will continue to monitor and review the quality of customer service we provide to you. We provide a report to the Utilities Commission, the Chief Health Officer and to you, each year, on our performance against this Customer Contract.

We welcome your feedback so we can work to improve our services to you. Send any comments or suggestions to our Customer Service Officers at customerservice@powerwater.com.au or call 1800 245 092.