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Life support equipment customers

If you or someone at your home use life support equipment, it's important that you let your electricity retailer know so that we can stay informed of your situation.

There are times when we may need to interrupt your power supply so crews can safely carry out essential upgrades or planned maintenance to the electricity network. We will notify you in writing a minimum of three business days before any planned outage, so you can plan around it.

However, unplanned outages can also occur because of unforeseen circumstances such as traffic accidents, extreme weather or bushfires. Whether a power outage is planned or unplanned, we recommend that you’re always ready with an action plan to ensure your life support equipment operates normally.

Here’s a list of some practical advice:

  • Always have an alternative power source nearby - such as a battery back-up system or a generator
  • Keep emergency phone numbers handy - for your doctor, fire department, police and ambulance services
  • Know the location of your nearest hospital. Always have a phone available that doesn’t rely on mains power
  • Have a battery-operated radio and torch on hand with fresh batteries
  • During a storm, listen to the radio to keep up with the latest weather conditions
  • Be fully prepared to leave your home if an extended outage occurs.

If your power goes out unexpectantly, you can get in touch with us by calling 13 13 51.

How to register as a life support equipment or sensitive customer?

  • Contact your electricity retailer

    Contact your electricity retailer or visit their website to complete a life support equipment registration form.

  • Complete the form

    Complete the registration form and return it to your retailer.

  • Retailer checks application

    Your retailer will check if your life support equipment meets the current guidelines and let you know the outcome of your application.

  • Retailer advises Western Power

    Once your application is approved, your retailer will give us your details which we will add to our register. This means that we will endeavour to meet your needs in the following ways:

    Scheduled maintenance and upgrades
    Sometimes the work we do requires us to turn off your power. If this is the case we will let you know in writing at least three business days before the work starts, so you can plan and make alternative arrangements to power your life support equipment while the power is off. 

    Emergency and fault outages
    In an emergency or fault situation, your power may be interrupted without notice. By being registered as a life support equipment customer we will prioritise your needs ahead of other households. However, we do recommend that you discuss an action plan with your doctor to help you deal with unexpected outages.