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 24-Hours, seven days a week.
Phone: 70908000 & 7500 8000
For other PNG Power Centers around the country, visit the Contact Us page.
WHAT ARE ALL I NEED TO APPLY FOR A NEW CONNECTION?
Visit your nearst PNG Power Ltd office.
WHY AM I GETTING A HIGH BILL FOR THIS MONTH?
Please visit any PNG Power Ltd office and our officers will help you.
WHAT IS PNG POWER’S BUSINESS CENTRE OPENING HOURS?
Cashier Hours: Mon-Fri (8:00am-4:30pm).
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 ELECTROCUTED 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.
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.
Last updated on 11-10-2017
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site or via our mobile (android) app, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you fill out a form, Open a Support Ticket or enter information on our website and mobile app.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website or mobile app, or use certain other site/app features in the following ways:
• To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
• To allow us to better service you in responding to your customer service requests.
• To administer a contest, promotion, survey or other site feature.
• To ask for ratings and reviews of services or products
• To follow up with them after correspondence (live chat, email or phone inquiries)
How do we protect your information?
Our mobile app and website are scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site/app as safe as possible.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.
Do we use 'cookies'?
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser's Help Menu to learn the correct way to modify your cookies.
If you turn cookies off, some of the features that make your site/app experience more efficient may not function properly that make your site experience more efficient and may not function properly.
We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information.
We do not include or offer third-party products or services on our mobile app and website.
Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en
We have not enabled Google AdSense on our site but we may do so in the future.
California Online Privacy Protection Act
According to CalOPPA, we agree to the following:
Users can visit our site and mobile app anonymously.
Can change your personal information:
• By emailing us
• By calling us
How does our site/app handle Do Not Track signals?
We honor Do Not Track signals and Do Not Track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third-party behavioural tracking?
It's also important to note that we do not allow third-party behavioural tracking
COPPA (Children Online Privacy Protection Act)
When it comes to the collection of personal information from children under the age of 13 years old, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, United States' consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under the age of 13 years old.
Do we let third-parties, including ad networks or plug-ins collect PII from children under 13?
Fair Information Practices
The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.
In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify you via email
• Within 7 business days
We also agree to the Individual Redress Principle which requires that individuals have the right to legally pursue enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only those individuals have enforceable rights against data users, but also that individuals have recourse to courts or government agencies to investigate and/or prosecute non-compliance by data processors.
CAN SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to:
• Send information, respond to inquiries, and/or other requests or questions
To be in accordance with CANSPAM, we agree to the following:
• Not use false or misleading subjects or email addresses.
• Identify the message as an advertisement in some reasonable way.
• Include the physical address of our business or site headquarters.
• Monitor third-party email marketing services for compliance, if one is used.
• Honor opt-out/unsubscribe requests quickly.
• Allow users to unsubscribe by using the link at the bottom of each email.
If at any time you would like to unsubscribe from receiving future emails, you can email us at
• Follow the instructions at the bottom of each email, and we will promptly remove you from ALL correspondence.
Personal Information, Date and Identity Protection
We will always keep all the personal information and data we receive via our mobile app secret and protect these information at all cost.
PO Box 1105, Boroko 111
Port Moresby, National Capital District 111
Papua New Guinea
+675 324 3505
Last updated on 2017-10-10