Your electricity supply
Access to information
You are able to access information about your electricity supply on our website or you can request it from us by calling our Customer Service Centre on 13 10 87. This information includes:
1. This Customer Charter (PDF 2.76mb - large file)
2. General information about your electricity installation
3. Electrical safety
- How to report an electrical hazard or emergency
- Electrical accidents
- Safety at home
- Safety switches
- Safety near powerlines
- Trees and powerlines
4. Our supply reliability targets
5. Our approved network charges
6. An explanation for any unplanned interruption to your power supply
7. Your historical consumption data (Also available from your electricity retailer)
8. Where to obtain copies of the various codes and regulations that govern the Western Australian electricity industry
9. How to make an enquiry or a complaint
More information on your electricity supply is available from:
The Economic Regulation Authority
(WA electricity market regulator)
GPO Box 8469
Perth Business Centre WA 6849
T: 08 9213 1900
(Technical and safety regulation of the electrical industry)
Department of Finance - Public Utilities Office
(Develops and implements Government energy policies)
Reliability of Supply
We are committed to providing a reliable supply of electricity to your premises. Information on reliability is available in the Electricity Industry (Network Quality and Reliability of Supply) Code 2005.
Unfortunately, there are many circumstances beyond our control that can interrupt your power supply without warning, such as storms, lightning strikes, wildlife coming into contact with powerlines, build up of pollution, and damage to our equipment caused by trees, vandalism or vehicle accidents. You can report electricity supply problems or life-threatening emergencies, such as wires down, by calling us on 13 13 51 (24 hours a day).
We will restore your power following an unplanned interruption as quickly as possible and will keep our Customer Service Centre staff and recorded voice announcements updated with the latest information.
If you experience a power interruption of 12 hours or more, you may be eligible for a payment under the Extended Outage Payment Scheme. For more information or an application form, please call us on 13 10 87 or refer to the 'Your power supply' section of our website.
Sometimes it may be necessary for us to interrupt your power supply so we can safely carry out maintenance work or improve the network.
Our guarantee: We will notify you of the interruption at least three business days in advance, either in person, by telephone or by placing a notification card in your letterbox. If you do not receive this, you may be eligible for a $50 payment as compensation. To apply, please call us on 13 10 87 or visit the 'Your power supply' section of our website. You will need to contact us within 60 days of the power interruption to register your claim.
Life support sensitive customers
If you rely on a continuous supply of electricity to run critical medical equipment such as a life support, dialysis or heart/lung machine, it is important that you register as a life support sensitive customer. You can do this through your doctor, with your electricity retailer, who will pass that information on to us.
Once your electricity retailer advises us that you have registered as a life support sensitive customer, we will:
- Do our best to provide you with a continuous supply of electricity. However, in an emergency situation, such as a major disaster or incident, we cannot guarantee that you won't experience long interruptions. We recommend that you discuss an action plan with your doctor or medical service provider to help you deal with an interruption to your power supply.
- Notify you in writing at least three business days in advance, when we plan to do work in your area that will require an interruption to your power supply.
It is important that you keep your electricity retailer informed of your current contact details and if circumstances change regarding life support equipment at your home.
Commercial or industrial sensitive customers
Commercial or industrial customers can apply to become a sensitive customer if there is a high risk that an extended power interruption will result in adverse economic, health, environmental or public safety consequences.
For more information or an application form, please refer to the "Your power supply' section of our website or call us on 13 10 87.
Quality of supply
It is important that your power supply is not only available, but also meets certain quality requirements. If it does not, your electrical equipment and appliances may not work reliably and could suffer damage.
Our guarantee: We will supply your electricity at the following voltage levels prescribed by the Electricity Industry (Network Quality and Reliability of Supply) Code 2005:
- 240V single phase with a range of plus or minus 6%, averaged over five minutes.
- 415V three phase with a range of plus or minus 6%, averaged over five minutes.
Sometimes faults, or others connected to the network can trigger a power surge (increased voltage) or brown out (decreased voltage). There are a number of things you can do to protect your appliances and equipment against damage from voltage variation:
- Use surge arrestors (often installed in a switchboard or plug-in adaptor).
- Backup data in your computer on a regular basis.
- Install an uninterruptible power supply (UPS).
- Unplug sensitive appliances during electrical storms (lightning strikes).
- Turn off equipment at the power point when it is not in use for a period of time.
- If you are expecting an interruption to your power supply, unplug all sensitive appliances and equipment beforehand and wait until several minutes after the power has been restored to plug them in again.
For more information about protecting your equipment please refer to the 'Your power supply' section of our website or call us on 13 10 87.
In most cases, voltage fluctuations are caused by factors beyond our control. However, if you believe we are responsible for damage to your appliances you can call us on 13 10 87 to request a Customer Damage Report. Alternately, you can download this form and relevant information about the claims process from our website in the claims section.
It is important to note that the use of large welders, motors or air-conditioning systems can cause interference on the network, which in turn, creates problems for other electricity users in your area. You can help us maintain the quality of supply in your area by telling us if you are planning a large change to the wiring or equipment at your premises.
Western Power shares the responsibility for streetlight maintenance with local governments and Main Roads. If you see a faulty streetlight (off during the night or on all day), you can report it to us by calling 1800 622 008 or completing the online form on the 'Report a problem' section of our website. If the streetlight is maintained by local government or Main Roads, we will pass your information on to them, so that they can arrange for it to be repaired.
Our guarantee: We will replace faulty lamps on streetlights that we maintain, within five business days of receiving the fault notice in metro and major regional centres (Albany, Bunbury, Geraldton, Kalgoorlie, Mandurah) and within nine business days outside of these areas.
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