Customer complaints

Western Power welcomes feedback about our performance and service. If you wish to provide us with feedback or make a complaint, please fill out an online form, telephone 13 10 87 or write to:

• Western Power Customer Service
  Locked Bag 2504
  Perth WA 6001

Our complaints and dispute resolution process is designed in line with the Code of Conduct for the Supply of Electricity to Small Use Customers.

• We aim to acknowledge to all general enquiries and written complaints within 10 working days and to address the complaints within 20 working days.
• We will use information you provide, together with customer records, to help resolve your complaint 
• We will provide a detailed explanation of the reasons behind our decision, in relation to your complaint 
• You may ask to have your complaint reviewed by a senior employee if you are not satisfied with a decision we have made

You may be eligible to receive a $50 payment if you have written to us and not received an acknowledgment either in writing or by telephone within 10 business days of us receiving your letter or if we do not respond to your written complaint within 20 working days and a Customer Service Officer has not contacted you to discuss extending the timeframe.

Each application is individually reviewed and you will be advised of the outcome within 30 days of the date you requested payment. Claims must be received within three months and can be made by contacting Western Power on 13 10 87 during business hours or by completing the Service Standard Payments form (PDF 170kb).

If you remain dissatisfied you may email the Energy Ombudsman or call 08 9220 7588 or 1800 754 004 (free for callers outside the metropolitan area).

Accessibility 

Western Power can accept your complaint in a variety of formats. For more information, please contact:

Disability Access and Inclusion Plan Coordinator

• Western Power, GPO Box L921, Perth 6842
• Telephone: 13 10 87
• TTY: 9326 6175
• Email: daip@westernpower.com.au
• TIS: 13 14 50