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Engaging our customers

Western Power is a customer-focused organisation, providing an essential service to more than one million customers across our network area.

Our electricity infrastructure will continue to support the State’s economic development, while providing an essential service to our customers. Changing customer needs mean that building a flexible and dynamic network is now, more than ever, a focus for us.

An extensive Customer Engagement Program commenced in October 2015 with more than 3,500 customers from Geraldton to Albany sharing their insights about their electricity service. The following is a schedule of our engagement program and key milestones. 

Late 2015

Customer research


Research compilation and preparation of regulatory submission 

Mid 2017

Retailer, generator and customer town hall AA4 engagement

Late 2017

Western Power submits AA4 proposal

Mid 2018

ERA issues final decision

Mid 2018 (after ERA final decision)

AA4 arrangement and prices commence

The Customer Insights Report highlights some of the findings that will help guide our customer approach and priorities for funding, moving forward.

The Customer Insight Feedback Report summarises the customer feedback received during the Interpret and Plan phases of the Customer Engagement Program.

The Time of Use Tariffs report delved into our customer behaviours and their tariff preferences.

Have your say…
We welcome comments from our customers. If you would like to provide feedback to us, please contact us