NTUA Responds to COVID-19
Updated June 15, 2023
We are Here to Help
The Coronavirus (COVID-19) global pandemic is an event that none of us have experienced. We remain under the threat of COVID-19, and our business operations must be prepared to respond to that threat. Since the onset, we have implemented measures to safeguard our employees and customers. We created and followed strict internal guidelines that are regularly updated as new recommendations had been issued from the Centers for Disease Control (CDC).
NTUA is considered an essential service company and must work to maintain and operate multi-utility services. District offices and Choice NTUA Wireless stores will be open from 7:30 am to 5:00 pm. The first two hours will be set aside for customers aged 60 and older, and for people with underlying health conditions.
We know that everyone has been greatly impacted by this unforeseen event. We want to assure you that we are committed to fulfilling our obligation to provide life-essential services to the Navajo Nation. We wish you well and encourage you to remain safe by washing hands frequently and practicing social distancing.
Encouraging On-line & Remote Payments; New Office Hours
In order to make our work environment safe for employees and customers - NTUA District Offices/Choice NTUA Wireless stores will reduce hours to the general public.
We strongly encourage customers to use on-line or remote payment options such as:
• Online Payments at www.ntua.com
• Call the Automated Phone: 1-866-903-4452
• Use the Drop Boxes located @ each NTUA District Office
• Mail payments to Box 170 Fort Defiance, Arizona 86504
• Call our customer service line: 1-800-528-5011
CURRENT OFFICE HOURS
7:30 AM - 6 PM
Monday through Friday
Pay Online
Customer Service Programs
Choice NTUA Wireless
Online Payment Option
Questions and Concerns
NTUA
Starts
Support
Projects
to help
Communities
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COVID-19
Navajo Tribal Utility Authority®
NTUA is an Essential Services Company
NTUA is an Essential Business
1. We must keep utilities operating and our crews do respond to water and electric outages, including natural gas service. Our District offices operate as a central business locations. While our crews repair utility services, we have internal staff members that are essential to utility operations, contact center (call center) representatives, customer service representatives, utility planners, accounting staff, human resources, and information technology support. One utility job requires the support of all these ancillary but essential employees. We operate like a jigsaw puzzle. Every department fits in place to complete the entire overall organizational puzzle.
2. NTUA operates 15 watering points throughout the Nation, four of which are located at NTUA District Offices. These water pointing require a card that can only be charged at the District Offices. We must stay open so that our people hauling water have access to the closest watering stations.
3. Customers are also requesting utility connection or reconnection, including new internet services for their children. These are children in K-12 and college who have to continue their education on-line.
4. We have to pay our bills and employees. We have to pay our electric and natural gas suppliers and vendors for materials we need to operate our utility systems. We also pay for water for the Shiprock region and Lechee, including the immediate surrounding area.
COVID-19 has severely crushed the national, regional and local economies. We will keep our utility business operating for the safety and health of our customers and to preserve 850 jobs.
NTUA COVID19 Policies and Procedures
We have implemented many policies and procedures to limit exposure to COVID-19
1. On March 16, 2020, we implemented a non-disconnect for utility customers that are affected by the
COVID-19. We also are not charging reconnect fees or late fees for those who have to reconnect utilities.
2. We have a strict cleaning/sanitizing schedule at district offices and NTUAW Stores. Employees wipe
down offices every two hours, and offices also are professionally cleaned.
3. Social Distancing: NTUA continually updates its written guidelines concerning social distancing
requirements as new developments emerge. NTUA began encouraging social distancing as early as March 11, 2020.
4. Remote payments: We have been encouraging our customers to use on-line and remote payment
options, such as paying on-line, calling toll-free automated phones, using drop-boxes or direct mail.
Paying your Utility Bill or If You need Assistance
It is important that residential customers try to keep current on their utility bills to prevent current and future financial hardship. In order to prevent the spread of the virus, please consider paying your utility bill through the following means
• Online: Pay online at www.ntua.com
• Phone: Pay through an automated phone number: 1-866-903-4452.
• Mail: Pay your bill through the mail.
• Drop Box: Drop your payments into the drop box located outside of each NTUA District Office.
NTUA offices will remain open and you can continue to pay your bill in person, but we strongly encourage you to pay your bill online, by phone, or through the mail so that we are all doing our part to stop the spread of COVID-19.
Need Assistance?
If you are unable to pay your residential bill because you are affected directly or indirectly by COVID-19, please contact NTUA by:
• Calling Customer Service at 1-800-528-5011
• Sending a message here.
• Sending a message through the NTUA Facebook page:
If you are a non-residential customer and you need assistance paying your utility bills because you are directly or indirectly affected by COVID-19), please contact Customer Service at 1-800-528-5011.
Unable to Pay Residential Bill? Apply for the Past Due Relief Program
Public Advisory
Please be advised Navajo Nation leaders approved funding to provide financial assistance for Navajo families struggling with past due utility bills. In partnership with the Navajo Housing Authority, NTUA customers who have a past due utility bills can apply for assistance. This is a one-time offer and requires that the customers must submit their own applications.
NTUA strongly encourages NTUA residential customers with past due bills to stop by a NTUA District Office. Click here for more information
Our Promise and the Future
NTUA honors a commitment to provide and maintain reliable multi-utility services to the Navajo Nation and surrounding areas. We are closely monitoring COVID-19 updates, Navajo Nation leadership updates, and the Centers for Disease Control and Prevention recommendations.
NTUA respects our role as a Navajo enterprise and we are honored to serve the Navajo people.
Navajo Tribal Utility Authority • P.O. Box 170, Fort Defiance, AZ 86504 • Phone: 1-800-528-5011 Copyright © 2025 NTUA - A proud Enterprise of the Navajo Nation