Sensitive power needs

Residential customers using medical equipment such as life support machines can register as a sensitive customer. 

Similarly, commercial and industrial companies that have particularly "sensitive" loads can also register as a sensitive customer so that their needs can be considered when determining the order of power restoration.

Residential Life Support Sensitive Customers (LS)

If you rely on a continuous supply of electricity to run critical medical equipment such as a life support, dialysis or heart/lung machine, it is important that you register, through your doctor, with your electricity retailer who will pass that information on to us.

Once your electricity retailer advises us that you have registered as a Life Support sensitive customer, we will:

• Do our best to provide you with a continuous supply of electricity. However, in an emergency situation, such as a major disaster or incident, we cannot guarantee that you won't experience long interruptions. We recommend that you discuss an action plan with your doctor or medical service provider to help you deal with a long power interruption.
• Notify you in writing at least three business days in advance, when we plan to do work in your area that will require an interruption to your power supply.

Options you should consider in advance of an extended power interruption include:

1. Identify a location with emergency power capabilities and make plans to go there.
2. Identify relatives or friends with whom you could stay.
3. Consider purchasing a portable generator to provide back-up power. It is important to consult a licensed electrician to determine if a portable generator is the best option for you and if so, that it is installed and operated correctly.

It is important that you keep your retailer informed of your current contact details, or if circumstances change regarding life support equipment at your home.

Commercial or industrial sensitive customers 

Commercial or industrial customers can also apply to become a "Sensitive Customer" where there is a high risk that an extended power interruption will result in adverse economic, health, environmental or public safety consequences.

Western Power evaluates sensitive customers using a fair and equitable approach, based on the Risk Management Australian Standard AS4360.

Applicants are required to complete a risk matrix as part of their application.

How to register:

To register complete the Commercial/industrial sensitive customer application form (PDF 218kb) - including the risk matrix.