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Important works during COVID-19

Our COVID-19 Management Plan is in place to ensure staffing levels across the business continue to support critical activities during any period of prolonged disruption.

Our focus is the safety of our employees and the community we service. We’re also doing our part to help prevent the spread of the COVID-19 virus.

We are an essential service provider that powers the lives of more than two million western Australians and is critical to the functioning of the WA economy and this is why we’re continuing our planned work program across the network.

The work we are doing now is an even more important part of our strategy to maintain supply because of the increasing number of people working from home in response to the COVID-19 crisis.

Our work practices mean that not all of our planned work require an outage to complete.
Around half of all planned work is completed without disrupting power to homes and businesses.

It’s only where work isn’t safe to complete while the network is energised, like some pole and cross-arm replacements or where there is no opportunity to back-feed, that we require a planned outage to keep our crews safe.

With the uncertainty surrounding how long the WA way of life will be disrupted by the COVID-19 pandemic we don’t think it is wise to cancel our maintenance and upgrade program in the hope that it will be business as usual in a week or so.

We’re aware that there’s never a good time to be without power, especially with many customers doing their part in the COVID fight by isolating themselves or working from home, however this work is important because it protects the future of the network and WA.

Seeing our crew vehicles or meter readers on your street or in your area isn’t cause for alarm – we’re simply conducting work which is part of our teams’ normal workload, to make sure you have a safe and reliable power supply.

Under ordinary circumstances, planned outages cause minimal impact to the day-to-day lives of homes and businesses, and our customers are advised in advance of when and where an outage may affect them.

We’re also looking at how we can work differently with our planned outages to further reduce the number of customers affected during this crisis.

Any decisions on business continuity impacting planned work that we’ve made or will make in the coming weeks and months will continue to be made in consultation with key external partners including expert advice from health departments.

However, at this point our COVID-19 response, anyone who is notified of a planned outage should expect that outage to go ahead – and, if a cancellation does occur for whatever reason, we will be notifying customers of the change.

Some of the work we do has a commercial focus and during this COVID-19 crisis it is important that businesses are given a level of certainty of connection and supply to allow them to continue to employ staff and operate.

If you have concerns about food storage, we encourage you to check your seals on your fridge and freezer are in good condition and reduce the number of times you open them. If you have an esky available, it is a good idea to place highly perishable foods in them and pack it with ice.

More information on steps you can take to maintain refrigeration of your food during a power outage can be found on the Department of Health’s HealthyWA website.

We remain in daily contact with the WA Government and vital industry partners and are following health advice from both the WA Department of Health and the Australian Government Department of Health.

We’re doing everything we can, as part of the WA community, to make sure that the safe and reliable delivery of power to our customers is not unnecessarily impacted during this time.

View our planned power outage FAQs for more information about how our scheduled maintenance may impact your power supply. Visit our power outages map for today’s list of planned outages.

Planned outage FAQs

  • How will I know when you are working in my area?
  • How do I prepare for a power outage?
  • What to do after the power comes back on?
  • Will the work start and finish at the times I have been notified?
  • Can I change my contact details?
  • Can you provide me with a generator during a planned outage?
  • Will Western Power compensate me for turning off my power?
  • What happens if I wasn’t notified of the planned outage?
  • Why didn’t my power go off?
  • What do I do if my power is being turned off?
  • What do the SMS and email notifications look like?

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.

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...

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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. 

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 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...
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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.

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....

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