Skip to content

Support

Planned power outages FAQs

With more than 800,000 poles and towers across the electricity network, we regularly carry out maintenance and upgrade the network, to provide our customers with a safe and reliable electricity supply.

Sometimes the work we need to do requires your power to be turned off, to ensure the safety of our crews and the community.

When a power outage is planned, we will give you as much notice as possible to prepare. From February, we're changing the way we notify you about planned outages that affect your property. We'll be notifying you by email or SMS instead. Watch this short video for further details including what to do if you'd prefer to stick with a letter.

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.

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. Call us on 13 10 87 to change your preference.

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 outages map

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 power is restored
  • Adjust your fridge and freezer to the coldest setting
  • If you have solar panels, you may wish to check that your system is back on after the outage.  Not all solar inverters will switch back on automatically after a power outage
  • If you have automatic garage doors or security gates, know how to operate them manually or leave your car parked outside
  • Lifts and escalators may not operate during the power outage
  • Leave a light on inside your house, so you know when power is restored

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. 

phone.svg

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 enquiry@westernpower.com.au