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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 let you know at least 72 hours ahead of the outage and invite you to contact our customer service team to discuss the potential impact.

You can stay up to date with planned outages affecting your area, including power restoration times, by downloading our free smartphone app.

 

When possible, we will let you know at least 72 hours ahead of a planned outage. In fault or emergency situations, it is likely we won’t have time to notify you.

Generally, we should start and finish our work during the notified times but sometimes it can take several 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 while we are working, 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.

You can stay up to date with outages affecting your area, including power restoration times, by downloading our free smartphone app. 

Yes, contact your electricity retailer to update your address details. Your retailer is the company that sends your electricity bill.

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.

If you believe you weren’t notified of the planned outage, you are entitled to make a claim for a Service Standard Payment of $50 and you may be eligible to claim for loss or damage.

 

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.

Work may be cancelled without notice for several reasons including safety, weather and faults.

Tips for when your power is off:

  • If you have solar panels, your electricity inverter will automatically switch off when power is lost and switch on when power is restored
  • If you have a monitored security alarm without a backup battery, advise your security company of the planned outage
  • Cordless telephones do not operate without mains power so we recommend you have an alternative phone available
  • Unplug sensitive appliances, for example computers and TVs, to reduce the risk of damage from power surges that can occur when power is restored
  • Unplug electric heaters so they are off, when power is restored
  • Adjust your fridge and freezer to the coldest setting. Freezers in good condition and operating at minus 15 degrees or below can keep foods frozen for up to two and a half days
  • Know how to manually operate automatic garage doors
  • Investigate the use of a generator
  • Place a bowl of ice in your fridge to keep it cool
  • For your safety, adhere to warning signs, barriers and safety messages near our work sites.

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.

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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