Frequently Asked Questions
WHAT NUMBERS DO I CALL WHEN THERE IS A POWER OUTAGE OR ELECTRICAL FAULT?
We now have a National Call Centre and it operates from 6am to 12 midnight (18 hours).
Phone: 70908000, 76535261 or 76535272
For other PNG Power Centers around the country, visit the Contact Us page.
WHAT ARE ALL I NEED TO APPLY FOR A NEW CONNECTION?
You can download a New Connection Form and prepare all documents detailed on New Connections page.
WHY AM I GETTING A HIGH BILL FOR THIS MONTH?
Please fill in your query details on the Service Request Form and a Customer Service Representative will assist you.
WHAT IS PNG POWER’S BUSINESS CENTRE OPENING HOURS?
Cashier Hours: Mon-Fri (8:00am-4:30pm) and Saturday (8:00am-12:00pm)
WHAT IS PNG POWER’S OFFICE HOURS?
Our Office Hours: Mon-Fri (8:00am-4:30pm)
IF OVERHEAD POWER LINES ARE NOT INSULATED, WHY CAN BIRDS SIT ON THEM WITHOUT BEING HARMED?
The bird is not grounded. It has not created a path of lesser resistance for electricity to follow. If the bird simultaneously touched two wires, the difference in resistance between the two wires would create a path through the bird and it would be electrocuted.
I HAVE SEEN TREES THAT HAVE GROWN INTO POWER LINES BUT I DON’T GET SHOCKED WHEN I TOUCH THE TREE. WHY?
The "conductivity" of a tree depends primarily on the amount of moisture in the wood. A wet tree, during the time of year when there is a lot of sap in the tree, certain atmospheric conditions, or any number of other conditions can cause the tree to become a conductor. Don't assume that none of those conditions exist. Stay away from trees growing into power lines.
IF I’M IN A CAR THAT IS IN CONTACT WITH A POWER LINE, WHY DON’T I GET SHOCKED?
In this case you are just like the bird on the power line as long as you are in the car. Stay put and DO NOT try to get out. In the case of a fire or some other emergency that makes it unsafe to stay in the car, be careful to JUMP clear of the car, using both feet and hop away. Never be in contact with the car and the ground at the same time.
IF SOMEONE WAS BEING SHOCKED YOU COULD GET HIM OR HER FREE BY USING A STICK RIGHT?
No. The stick may be dirty or wet, or contain pitch, a resin from the sap of certain trees. This would make the stick a good conductor. The best idea is to stay away and keep others (including pets) out of the area. Call Customer Service immediately. Remember, electricity travels at the speed of light so it's impossible to be faster.
WHAT DO I DO IF MY POWER GOES OUT?
First, check to see if power is out throughout your home or business. If not, check your circuit breaker box to see if a switch has tripped or your fuse box to see if a fuse has blown. Then, look for lights on in your neighbors' homes.
To report the outage, please call Customer Service. We work hard to keep outage information current. You may call back to check on the progress if power hasn’t been restored to your home or neighborhood.
Keep your refrigerators and freezers closed to reduce food spoilage. If unopened and full, food can last for two days.
WHY DO I HAVE TO CALL TO REPORT MY OUTAGE?
The more calls we receive, the quicker we are able to diagnose the cause of an outage. Our outage management system helps us analyze the outage based on calls we receive in a given area and where the affected homes and businesses are on the electrical circuit. Our crews can respond more efficiently and quickly if they have this information.
WHY DOES MY NEIGHBOUR HAVE POWER BUT I DO NOT?
It depends on the cause of the outage. They may receive electricity from a different power line or be on a different circuit. Call Customer Service if you are not sure.
DON’T YOU KNOW MY POWER IS OUT?
Not necessarily. Sometimes your power outage may be isolated to your electrical equipment, such as your breaker, conductor, service attachment, mast or meter socket.
WHY DO YOU ASK SO MANY QUESTIONS WHEN I CALL TO REPORT AN OUTAGE?
The more information we have, the quicker we can track down the cause of the outage. We appreciate your patience while we ask those questions.
HOW DO YOU DECIDE WHOSE POWER TO RESTORE FIRST?
We work immediately to pinpoint the problem, clear downed power lines to help keep customers safe and restore power to critical services. Then we work to restore power to concentrated areas to get the greatest numbers of homes and businesses up and running as quickly as possible.
WILL I RECEIVE A REFUND FOR THE TIME I AM WITHOUT POWER?
Electricity is metered so you're never charged for power you don't use.