We will let you know if any of our planned outages affect your property as soon as possible by email or SMS. If we don’t have your email address or mobile phone number, a letter will be sent to your nominated postal address in the mail.
To update your notification preference, call us on 13 10 87.
Generally, we should start and finish our work during the times listed on your notification but sometimes it can take up to 2 hours to switch off the power safely, which means your power might go off later than the notified start time.
If we come across problems during the work, there could be a delay in switching your power back on. Also, work may be cancelled without notice for several reasons including safety, weather and faults. If this happens, we will endeavour to contact you.
You can stay up to date with outages affecting your area, including power restoration times, by visiting our power... Read more
Yes, your contact details are provided to us by your retailer, so it’s really important you keep them up to date with your email address, mobile number and postal address details. Your retailer is the company that sends your electricity bill.
Once your details are up to date, contact us on 13 10 87 to update your notification preference.
Generators may be provided to priority essential service customers (for example hospitals and aged care facilities) and those with life support equipment in their home.
If you have a temporary or ongoing medical dependency on electricity, we recommend that you discuss this with your doctor and your electricity retailer.
If you would like us to consider your situation, please contact us on 13 10 87 before the planned outage.
Compensation is not available if we have notified you of the planned outage. As we change to email and SMS notification, don’t forget to check your inbox.
If you believe you weren’t notified of the planned outage, you are entitled to make a claim.
It could be that our network information for your property isn’t accurate.
Please call us on 13 13 51 if this happens. We will check that your property is mapped correctly.
Also, work may be cancelled at short notice for several reasons including safety, weather and faults. If this happens, we will endeavour to contact you.
Information and tips for how to prepare:
If you have a monitored security alarm without a backup battery or other equipment such as a lift, you may like to consult with your service provider, or investigate the use of a generator
Cordless phones do not operate without mains power so we recommend having an alternative phone available
Power fluctuations may occur when power is restored, so it’s helpful to unplug sensitive appliances prior to and for the duration of the outage, for example computers and TVs to reduce the risk of damage
Unplug electric heaters or air conditioners so they are off when... Read more
If you have partial power or are without power after the planned outage, then check your meter box to make sure safety switches including RCDs (residual current devices) have not operated.
Make sure your RCDs in your meter box are at the 'on' position.
In certain circumstances equipment (such as air conditioners) may also need to be reset in accordance to the operating instructions. Should the instructions not assist you to reset the device, you would need to seek assistance from the manufacturer or installer for assistance.
Our SMS and email notifications will come to you directly from a Western Power mobile phone or email account.
The SMS will include a link to your notification letter, which provides information on the time and date of your planned outage. The link will start with the domain outage.westernpower.com.au.
The email has your notification letter attached as a PDF document.
View sample email notification
View sample SMS notification
Remember, you can choose whether you receive your planned outage notifications via email, SMS or mail. The default method is email, followed by SMS and finally mail. Call us... Read more
If you live in a bushfire risk area and experience a power outage, particularly during summer, we ask for your patience.
When the network is damaged and our crews arrive at the scene, our first action is to make the site safe - for them to work and for the community - and to then to assess the damage.
While we are prepared to respond to power outages, customers who have a critical reliance on electricity should also be prepared. For example, customers who live in high risk fire areas, who care for the sick or elderly or rely on electrical water pumps might consider having access to a generator.... Read more