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Claims FAQs

We try to identify the cause of any power outage that may have occurred around the time of your loss or damage. We aim to advise you in writing of our assessment of your claim within 10 working days of receiving your claim. Complex claims will likely take longer to assess.

We will let you know in writing if documentation is required, after we assess your claim. If so, you will need to provide photocopies of unmodified receipts or repair reports. We reserve the right to view original documents.

Items damaged as a result of the incident should not be disposed of until the claim has been resolved (excluding food).

We help customers meet the fair and reasonable cost of repairs or damage under certain circumstances:

  • incorrect action by us
  • failure or inappropriate operation of Western Power equipment.

Where appropriate, we meet the replacement cost of "like with like", rather than "new for old".

We do not reimburse GST when compensating business customers who lodge GST input tax credits, and claim from the Australian Tax Office.

We are unable to compensate customers for loss or damage that occurs as a result of events or circumstances outside our control including:

  • trees or overgrown vegetation clashing with powerlines
  • contact by birds or animals
  • motor vehicles colliding with power poles
  • bushfires
  • vandalism
  • lightning, storms, wind-borne debris
  • events caused by pollution
  • third party interference to the electricity system

If we decline your claim, then you may wish to pursue compensation through your insurance company. Your insurer may require a copy of our assessment letter advising the cause of the power outage.


Need to speak to someone?

We're here to help.
Call us on 13 10 87 (7am-5pm Monday to Friday) or
email your enquiry to