When the Utilities Commission cannot help

The Commission often receives complaints that are outside its role. The Commission is unlikely to be able to help where:

  • the issue is more effectively dealt with by another agency, such as Ombudsman NT or NT Consumer Affairs
  • the matter is primarily a contractual or private dispute
  • the issue is about an individual billing, customer service, hardship or payment plan decision, unless it appears to involve a breach of a licence condition, code or other regulatory obligation.

Reticulated gas supply

The Commission does not regulate reticulated gas supply in the Territory.

For billing or service-related complaints, contact your gas supplier first and then consider NT Consumer Affairs if escalation is required.

For gas safety or gas‑fitting compliance concerns, the Commission recommends contacting NT WorkSafe.

Electricity in an embedded network or on-supply of electricity (for example, some apartment buildings)

If you live in an embedded network where your electricity is supplied and billed through the building, body corporate or third‑party metering or billing provider, the Commission generally cannot assist with individual billing and service disputes.

The Commission recommends you first complain to the embedded network operator, building manager, body corporate, or third-party metering or billing provider. If you are still dissatisfied, escalate your complaint to NT Consumer Affairs. The Commission may only be able to consider the matter if it appears to involve a licensed or regulated electricity entity, or a breach of a regulatory obligation.

Tip: check your lease or body corporate information, building noticeboard or your bill for the metering/billing provider’s contact details.

Electricity Pricing Order (prices)

Electricity retail prices are set through an Electricity Pricing Order by the Treasurer and enforced by the Utilities Commission. For more information, see Electricity retail pricing.

If your concern relates to the Electricity Pricing Order set by the Treasurer, the Commission recommends contacting the Department of Treasury and Finance, Economic Group.