FAQs and further information
Why has the power gone out?
Power can be interrupted for a variety of reasons. During storms, branches and other debris can be blown into powerlines and power poles; bush fires or car accidents, where vehicles collide with a power pole are also common causes of power interruptions. For all major incidents we make regular reports to the media so they can pass on the news to the community. These media releases can be found here.
Customers should not rely on mains power during high fire conditions. It is recommended that households in high fire risk areas have their own petrol or diesel generators available in order to use pumps for fire fighting purposes. More information is available on the FESA website.
In an emergency, do Western Power crews work after hours to restore power?
Yes, during an emergency or crisis, and in the aftermath, Western Power crews work 16 hour shifts on rotation to ensure restoration work continues 24 hours a day.
How does Western Power prioritise power restoration work?
When power goes out, we use clear guidelines to determine the order of repairs. First the site of each fault must be made safe – for our crews and for the public. The priority list is as follows:
- hazardous situations (for example, fallen powerlines or damaged electrical infrastructure) and essential services such as hospitals
- any high voltage bulk transmission lines that supply power to thousands of customers
- localised faults that affect clusters of homes and businesses
- individual homes and businesses
Why are some faults repaired and power restored in minutes while others take hours?
The actual duration of any power interruption is affected by a number of factors including:
- the number of high priority incidents being managed, including new reports which may continue to flow in, for example, during a storm
- the location of the fault and how close your property is to it
- the ability to use back-up supplies while we repair the fault
- the nature of the fault and how easy it is to repair
- the time required to get extra resources to a site when needed
Why does Western Power only provide an estimated restoration time?
The estimated restoration times relating to postcodes are only ever an estimate as the network in a ‘postcode area’ has numerous powerlines and these lines are not necessarily all interconnected. Restoring power to a line will return power to some customers, in one street, but will not necessarily restore power to the neighbouring street.
Why is my restoration time stated as “unknown”?
We recognise it is frustrating to read the message “Restoration time: unknown”. An unknown restoration time message is often a result of extensive damage to the network when crews are attending to many faults caused by major incidents such as a storm or fire. In such cases, Western Power crews must first make each site safe before work can commence on a priority rating system (see above). When there are many faults in a suburb, repair work on one fault will bring back some properties but not all and therefore it is not possible to give an estimated restoration time for a suburb that is relevant for all affected properties. In regional areas, the length of each long line often needs to be patrolled from the ground or the air to ensure no hazards are touching the line before it can be safely re-energised
Why is it taking so long to restore my power?
When the network is damaged, Western Power crews must first assess the damage and make each area safe before restoration can commence. Electricity can be deadly and making each site safe is always the priority. Once the site has been made safe crews prioritise work focusing first on rebuilding the major lines that connect the most customers to the network. A major line can have as many as 2,000 customers connected to it so Western Power crews work to rebuild them first. Once the major lines (the backbone of the network) have been repaired, crews then work on the smaller lines and then on individual customer lines.
In country areas, lines can be 40 kilometres or more long and have as few as 10 customers connected to them. Major storms or lightning strikes often damage several sets of power lines over a widespread area. Helicopter and ground patrols are usually required to visually inspect lines before power is restored to ensure there are no safety issues. In times of strong winds aerial restrictions sometimes apply that limit our use of helicopter patrols. As a result of all these factors, restoring power to regional areas can often take longer than more densely populated areas.