All Outages FAQs
Planned power outages
We will let you know if any of our planned outages affect your property as soon as possible by email or SMS or a letter to your home or business. A planned outage may not impact every street in a suburb or even every house. So we only notify those who will be affected. To update your notification preference, please call us on 13 10 87.
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 page.
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.
If you have a temporary or ongoing medical dependency on electricity, we recommend that you discuss this with your doctor and your electricity retailer.
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 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 in advance. Don’t forget to check your email inbox if that is your preferred method of notification.
If for some reason 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
- Visit the HealthyWA website for tips on reducing the risk of food-related illness during power outages.
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.
Our SMS and email notifications will come to you directly from a Western Power mobile phone or email account.
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.
If you’re a life support equipment customer
- We will contact you by phone to confirm you have received a notification about the planned power outage. If you don’t want to receive a follow up phone call, please let us know by our contact form or call us on 13 10 87 to opt out of this service.
- If you require your life support equipment during the outage, please make sure you have enough back up supply or are able to make alternate arrangements. If you have any concerns or require assistance, please call us on 13 10 87.
Handy tips for how to prepare for a power outage
- Cordless phones, including NBN phones won’t 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 such as 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, check 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, make sure you know how to operate them manually, or leave your car parked outside.
- Leave a light on inside your house, so you know when power is restored.
- Alarm systems, lifts and escalators may not operate during the power outage or may need to be reprogrammed once power is restored.
- If you don't have a backup battery, you may like to consult with your service provider or investigate the use of a generator.
- You may need to reset reticulation timers after the outage.
If you're a business customer
- You may want to align your maintenance schedule with this planned outage.
- Consider investing in a backup power system if round-the-clock electricity is essential
- Consider any sensitive and electronic appliances that may need to be switched off prior to the outage.
- Test your backup battery systems, emergency lighting, phone, security and fire protection systems.
- It’s a good idea to back up your computer systems and data.
- If you require further help planning for the outage, please contact us on 13 10 87 and quote the eNAR reference number on planned outage notification.
Everyone. It doesn’t matter if you have underground power, overhead lines or live in a metro or regional area, everyone gets planned outages as a part of our scheduled maintenance program.
Yes. Think of it like servicing a car - regular maintenance improves performance and safety. Planned outages could be to upgrade streetlights, connect a new hospital or business or even to connect electric vehicles charging stations or introducing new grid technologies.
Restoring power
The duration of a power outage is affected by various factors including:
- the nature of the fault, for example, it takes significantly longer to replace a pole than does to replace a fuse.
- the number of other jobs being attended to, for example, during a storm.
- the location of the fault and how close it is to your property. We may be able to isolate the fault and supply you with power from somewhere else.
- high priority incidents, for example, hazards will always be given a high priority.
- the ability to use backup power while we repair the fault.the time required to get extra resources to a site when needed.
- the weather, sometimes we need to stop work due to extreme environmental and weather conditions.
Estimated restoration times relating to postcodes are only ever estimates.
This is because in a ‘postcode area’ there are numerous powerlines that are not necessarily interconnected, which means that restoring power to a line may return power to some customers in one street, but not others.
Additionally, conditions on the ground can change which may impact how safely and quickly our crews can repair the network and restore power.
We recognise it is frustrating to read the message “Restoration time: unknown”. An unknown restoration time message can arise when there is extensive damage to the network, generally caused by a major incident such as a storm, and our crews are attending to many faults.
In such cases, our crews must firstly make each site safe before work can commence.
When there are many faults in a suburb, repair work on one fault may return power to some customers, but not others. Therefore it is not possible to give an estimated restoration time for a suburb that is meaningful for all affected customers within that suburb.
Ground and/or helicopter patrols are required to visually inspect lines before power is restored, to ensure it is safe to do so. In times of strong winds, aerial restrictions sometimes apply limiting our use of helicopter patrols.
When the network is damaged, our first action is to make the site safe for our crews and for the community and then to assess the damage.
Our crews prioritise work focusing first on rebuilding the major lines that connect the most customers to the network.
After the major lines that form the backbone of the network have been repaired, crews work on the smaller lines and then on individual customer lines.
Major storms or lightning strikes often damage several sets of powerlines over a widespread area.
Ground and/or helicopter patrols must visually inspect lines before power is restored, to ensure it is safe to do so. In times of strong winds, aerial restrictions sometimes apply limiting our use of helicopter patrols.
As a result of these factors, restoring power to some regional areas can take longer.
Our role is to provide safe and reliable electricity to our customers. During the bushfire season, we make changes to the way we operate in high and extreme fire risk areas.
Our systems that remotely and automatically restore power are altered during the hotter months to reduce the chance of a spark causing a fire. Occasionally, the process of automatically restoring power can add to the risks of fire. In high and extreme fire areas it is safer to physically check lines before power is restored after an interruption to make sure there are no branches or foreign objects touching the powerlines.
Ground and/or helicopter patrols must visually inspect lines before power is restored, to ensure it is safe to do so. Aerial restrictions sometimes apply limiting our use of helicopter patrols.
Alternatively, we may remotely restore the power when the risk of fire is lower, for example during the night.
As a result of these factors, there may be a delay in restoring power.
If you happen to experience a power interruption in the hotter months, we ask for your patience.
To help us maintain safe and reliable power, we encourage you to report any fault to 13 13 51.
If you’re a life support equipment customer
- We will contact you by phone to confirm you have received a notification about the planned power outage. If you don’t want to receive a follow up phone call, please let us know by our contact form or call us on 13 10 87 to opt out of this service.
- If you require your life support equipment during the outage, please make sure you have enough back up supply or are able to make alternate arrangements. If you have any concerns or require assistance, please call us on 13 10 87.
Handy tips for how to prepare for a power outage
- Cordless phones, including NBN phones won’t 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 such as 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, check 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, make sure you know how to operate them manually, or leave your car parked outside.
- Leave a light on inside your house, so you know when power is restored.
- Alarm systems, lifts and escalators may not operate during the power outage or may need to be reprogrammed once power is restored.
- If you don't have a backup battery, you may like to consult with your service provider or investigate the use of a generator.
- You may need to reset reticulation timers after the outage.
If you're a business customer
- You may want to align your maintenance schedule with your outage.
- Consider investing in a backup power system if round-the-clock electricity is essential
- Consider any sensitive and electronic appliances that may need to be switched off prior to the outage.
- Test your backup battery systems, emergency lighting, phone, security and fire protection systems.
- It’s a good idea to back up your computer systems and data.
- If you require further help planning for the outage, please contact us on 13 10 87 and quote the eNAR reference number on planned outage notification.
Western Power installs and maintains streetlights on behalf of most local governments. Local government is responsible for the location, brightness and the number of streetlights in their area.
Main Roads WA installs and maintains freeway and main arterial road lighting. Main Roads WA can be contacted at www.mainroads.wa.gov.au or on 13 81 38.
Seen a faulty streetlight? Report it through our interactive reporting tool.
If your electricity supply is interrupted, we work as safely and quickly as possible to restore power. Our emergency response teams work 24 hours a day seven days a week to fix faults on the network.
When restoring power, our guidelines determine the order of repairs so the greatest number of customer connections can be repaired as soon as possible.
When the network is damaged, our first action is to make the site safe for our crews and for the community, and then to assess the damage. Once we complete the repairs, we restore power using the following priority list:
- Essential services - essential services such as hospitals and other emergency services
- High voltage lines - high voltage bulk transmission lines that supply power to thousands of customers
- Localised faults - localised faults that affect clusters of homes and businesses
- Individual entities - individual homes and businesses
If you see damaged powerlines or hazards on the electricity network, stay clear and make the safe call to our 24/7 emergency line on 13 13 51.
Causes
We work hard to keep the lights on however for a number of reasons your power supply may be interrupted, resulting in a power outage.
Often outages are caused by events outside our control. For example, during storms, branches and debris can be blown into powerlines, while during bushfires power poles can be burnt and powerlines affected by the heat.
We also carry out maintenance on the electricity network that may result in an outage.
Common causes of power outages include:
- vehicle or machinery accidents
- high winds, lightning strikes and storms
- debris or vegetation hitting powerlines
- animal life, such as birds or possums coming into contact with network equipment
- vandalism
- bushfires
- equipment failure
- wiring or appliance faults on your property.
If your electricity supply is interrupted, then we work as safely and quickly as possible to restore power. Our emergency response teams work 24 hours a day seven days a week to fix faults that may occur.
While we are prepared to respond to power outages when they occur, we ask that you are also prepared. For example, we recommend that people who live in high fire risk areas have access to a generator.
If you see fallen powerlines or hazards on the electricity network, stay clear and make the safe call to our 24/7 emergency line on 13 13 51.
Pole top fires can happen when there is a run of very hot, dry and windy days followed by a sudden misty, cold front.
Humidity and light rain can combine with dust built up on insulators, resulting in tracks of dirt that can allow electricity to spark, in some cases eventually resulting in metal fixtures heating to a point that causes a fire.
We have preventative pole top fire mitigation programs like washing and siliconing insulators to remove built up dust and insulator replacement. Washing and Siliconing insulators prevents the dust and pollution building up, and we give priority to high bushfire risk areas.
With our network spanning a vast distance and incorporating hundreds of thousands of poles, we prioritise mitigation treatments based on risk.
Pole top fires are not unique to WA and due to environmental conditions can cause issues for electricity networks.
We are often asked why we don’t underground more powerlines to prevent these occurrences. We work with the State Government, local councils and land developers to convert overhead power to underground where it makes economic sense to, as undergrounding power can be much more expensive than building and maintaining overhead infrastructure.
Prepare for an extended power outage
We work hard to ensure you have power for your home or business when you need it.
Sometimes we need to turn off your power to conduct important scheduled maintenance and upgrades to the electricity network in your local area.
This can result in extended, planned outages while we get the job done.
In rare occasions, you may get a notification or warning before a fault or emergency situation will result in you losing power for an extended time.
If you find yourself in this situation, here’s some simple advice to minimise the impact of the extended outage on your property:
- Have a mobile phone fully charged on hand. Remember that cordless phones do not operate without mains power.
- Consider purchasing and charging a portable charger for your mobile phone.
- Get a fridge thermometer so you know if food is still safe to consume after a power outage.
- Consult with your service provider if you have a monitored security alarm without a backup battery. You could also investigate the use of a generator.
- Know how to manually operate automatic garage doors, or leave your car parked outside.
- Be aware that lifts and escalators may not operate during a power outage.
- Leave a light on inside your house so you know when power is restored.
- If you require consistent power for water supplies or medical reasons, consider having access to a generator.
- Ensure you have sufficient water supplies available, including for pets and livestock.
See our How to prepare for an extended power outage guide for more information.
Visit the HealthyWA website for more tips on reducing the risk of food-related illness during power outages.
If you experience an unplanned power outage and there is the potential for it to extend for a long period of time – usually during emergency situations or if network assets have been damaged by things like falling trees – here’s some tips on how to manage the extended outage:
- Have an emergency kit ready containing a waterproof torch, first-aid kit, non-perishable food, water, required medication and a radio (battery-powered) with spare batteries.
- Unplug electrical appliances, especially those that have heating elements (e.g. kettle, oven).
- Switch off air conditioners so they are off when power is restored.
- Minimise opening and closing your fridge or freezer.
- Keep useful phone numbers on hand, such as the SES and your electricity provider.
- Unplug ‘surge-sensitive’ equipment such as computers and TVs to avoid potential damage.
- Keep across the news and emergency updates (on your mobile phone or radio).
See our How to prepare for an extended power outage guide for more information.
Visit the HealthyWA website for more tips on reducing the risk of food-related illness during power outages.
If you’ve experienced an extended power outage and your power has been restored, you may wish to do the following:
- If you have solar panels, check that your system is back on after the outage.
- Check on your neighbours or anyone else you know who might need help.
See our How to prepare for an extended power outage guide for more information.
Reduce your use
In certain emergency circumstances your actions could help avoid outages. We'll let you know via SMS when action can be taken to help reduce network demand. You can help by:
- Using your high energy appliances outside of the peak hours between 5pm and 9pm
- Setting your air conditioner to 24 degrees in hot weather and 20 degrees in cooler weather
- Running your dishwasher and washing machine in the morning avoiding use between the hours of 5-9pm
- Using your pool pump in the middle of the day
- Turning off appliances at the wall as they still use power on standby
- If you have solar power, setting your timer to run appliances in the middle of the day to get the most from the sun
Cyclone Seroja
In support of Western Australians affected by the recent Cyclone Seroja, Western Power is waiving fees related to network connections and reconnections for residents whose properties were impacted.
For residents whose property has been destroyed by the cyclone, we’ll be waiving the cost of establishing a temporary builder supply (if required), which can be up to $555. Where property or network connections have been damaged but not destroyed, reconnecting existing customers’ points and replacing meters will be free of charge as per our normal practice.
Even once our infrastructure is replaced, your power may not be back on.
If your home has been damaged, we recommend that you get a licensed electrical contractor to check the integrity of the electrical installation in your property.
For your safety when network power is restored, the WA Electrical Inspectors advise that you conduct a visual safety check on all external electrical equipment (including bore pumps, power points, external ground lighting) within your property prior to turning it on. If you find any damaged electrical equipment you must contact an electrical contractor to have the problem fixed.
Power fluctuations may occur when power is restored, so it’s helpful to unplug sensitive appliances before reconnecting. When reconnected, turn on appliances one at a time, starting with lights and small appliances. If you experience any shocks, zaps or tingles report them immediately on 13 13 51.
Kalbarri residents
The WA Electrical Inspectors have mobilised additional resources to assist with inspections.
Even once our infrastructure is replaced, your power may not be back on. There are additional steps that some residents and homeowners may need to take.
If your home has sustained damage, please look for a tag or notification on the status of your electricity supply. This will be placed in the meter box, or at the front door if there isn’t enough space in the meter box for the disconnection tag.
There are many variables that come into play when deciding what type of electricity network to build or replace in each area. Like all our decisions, we are constantly weighing up the community’s desires against our need to invest wisely when it comes to deciding on overhead and underground power.
When overhead powerlines reach the end of their lifespan and need to be upgraded, the area is assessed individually and the safest, most reliable and cost-effective solution will be determined – whether that be underground or overhead.
In areas with an existing overhead network, it is not cost-effective to replace the network ahead of its normal lifespan – when it’s in, it’s better to maintain than completely replace.
We’ve assessed using concrete poles in the past, and there are a number of reasons they’re not suitable.
- WA has highly resistant soils (in terms of electricity passing through the earth’s surface – or returning to “earth”). Concrete and steel poles require more complicated and more expensive earthing protection systems as a result, because of their own individual conductivity properties (they are better conductors). Wood is the most efficient option for WA conditions.
- A wood pole is relatively inexpensive (about 10% of the cost of replacing a pole and conductor and insulators etc), and adds little to the work that would be required by a crew after a severe weather event.
Repair and restoration will take a significant rebuild over a number of weeks in some areas, depending on whether parts or whole feeder lines have been damaged.
While you may be able to return to your property, it may take time for normal electricity supply to return.
Keep an eye on our regular Cyclone Seroja updates for regularly updated information related to your specific location.
All of Western Power’s existing emergency response generators (ERG) have been deployed, some of which were already in the region.
One ERG has been supplying power to Mullewa, since the cyclone hit.
The ERG provided to Kalbarri, is in place, however due to the significant damage to the distribution network it is unable to be connected at present. We’re working on smaller power configurations to directly generate parts of Kalbarri and Northampton.
We’re currently assessing generators that have been supplying locations in the Geraldton town site for potential redeployment to the area north of Geraldton.
We understand that some people may wish to connect generators to their homes. You should only do this if it’s safe for you, the community and our crews.
The network has sustained significant damage as a result of Cyclone Seroja, and in some areas it may take weeks to restore power. We understand that some customers may wish to connect generators to their homes in the interim.
If your property has not been damaged, generators can be used as long as:
- they’re being used according to manufacturers’ guidelines
- the cord and generator are within specifications
- they’re connected legally (changeover switch installed)
- used in accordance to Department of Fire and Emergency Services (DFES) directions.
Before you connect a generator, contact your local electrical contractor or visit the Department of Building and Energy’s website for more information.
We understand it’s an important time for your business and we assure you we’re doing everything we can to minimise the impact on your seeding schedule.
There is a significant amount of work that needs to be done to repair the transmission network from Three Springs to Mumbida, Three Springs to Mungarra, Mungarra to Geraldton and the distribution lines from Geraldton to Northampton and surrounds.
If we require access to your property, the following guidance is provided:
- If a pole / line is intact and remain standing (just bent / tilted): we’ll require sufficient space on either side of the line to drive a truck / elevated work platform. We may require space for a turning circle around the impacted pole/line.
- If a pole or line is fallen: we’ll require room around the affected asset for trucks / elevated work platforms to navigate around safely, space for crews to setup for repair work and adequate turning circle for the trucks / elevated work platforms.
- Crews will be pleased to talk to land owners as they meet them, but under fault conditions, notice to access properties is not provided. We will ensure gates remain as they are found and undertake risk assessments on the land to minimise impacts.
If you see a downed powerline or damaged electrical asset on your property, stay at least 8 metres clear and call us on 13 13 51 to report the hazard.
Western Power provides an extended outage payment to acknowledge community inconvenience during periods without power.
The extended outage payment is usually $80 but has been increased to $160 for customers impacted by this weather event, either directly or indirectly. It is a courtesy payment and is separate from the disaster relief payments offered by the Federal Government.
You can apply, once power is reconnected. To find out more and lodge a claim, visit our extended outage page
You will need your meter number and bank details to do this. We can help you fill out the form over the phone – please call 13 10 87 for assistance.
Despite our rapid response, around 280 residents and small businesses in the Mid-West and Wheatbelt have waited six weeks or longer to reconnect to the network, with many purchasing their own generator fuel over this time and others travelling long distances for hot showers. These costs have not been covered by insurers or disaster relief funds.
To help with these costs the State Government has announced $1,000 payments to eligible customers who were awaiting network repairs as at 24 May 2021.
Western Power will administer these payments on behalf of State Government, with payments made from July 2021. This does not represent an ongoing commitment by Western Power.
This payment is in addition to our extended outage payment.
If you believe you are eligible for this payment you can apply online for a Cyclone Seroja recovery payments. You will need your meter number and bank details to do apply. We can help you fill out the form over the phone – please call 13 10 87 for assistance.
Food
Logistical support and planning plays a large part in a repair and recovery effort as massive as this. We have around 200 employees on the ground in the Mid West and how we accommodate, feed, transport and keep them safe is always a priority.
As with all large events like this, we review, adapt and change as we move from response phase to repair and recovery. Reviewing our catering provisions at this stage of the recovery is part of our process to ensure its effective and works for our employees. While we support local businesses where we can, it’s the reason we don’t have any formal contracts with local residents or businesses regarding catering.
With many crews now on the ground and more set to be deployed in the coming weeks, providing a meal allowance is logistically more effective, provides greater choice for employees and is normal business process. The allowance is detailed in our enterprise agreement and the rate is set by the Australian Tax Office (ATO).
Accommodation
We’re committed to repairing and restoring power to all communities affected by TC Seroja as safely and quickly as possible. More than 200 employees are on the ground in Kalbarri, Northampton, Horrocks, and Port Gregory and this resourcing will continue until our recovery effort is complete.
We’re supporting local businesses by sourcing accommodation in the impacted regions - and this will continue. Even though there are accommodation constraints, we’re able to accommodate all our employees, and no work is being delayed due to this.
We understand that some farmers and agribusinesses are frustrated that damaged electrical equipment remains on their properties.
The scale of the damage has resulted in unprecedented logistical challenges and we’re working as fast as we can to address the hazards.
Never assume a fallen power line is de-energised. Electricity is extremely dangerous.
Each hazard that’s reported is assessed within the entire scope of network repairs, including the number of customers affected, poles damaged and the scale of work that needs to be completed to restore power.
We completed repairs on the Mungarra to Geraldton transmission line on 1 May 2021 as planned.
We’re now working on the Moora to Three Springs transmission line and aim to have it energised by 7 May. From there the focus will be the Three Springs to Mungarra line, and we expect to be in that area until around 28 May.
In the meantime, we’re working with farmers and agribusinesses to see if we can adapt our schedule to meet any urgent customer needs.
We offer the following guidance to farmers to allow seeding to continue:
- If you have damaged electrical equipment on your property, if possible please keep a path clear for vehicles to access, as per the normal route that Western Power vehicles access your property. Our largest vehicles are 2.5m x 12m. Do not attempt to move the equipment yourself.
- If a pole / line is intact and remain standing (just bent / leaning): we’ll require sufficient space on either side of the line to drive a truck / elevated work platform. We may require space for a turning circle around the impacted pole/line.
- If a pole or line is fallen: we’ll require room around the affected asset for trucks / elevated work platforms to navigate around safely, space for crews to setup for repair work and adequate turning circle for the trucks / elevated work platforms.
From a safety perspective, we’re reiterating to all customers: please stay 8 metres away from any downed poles or wires on your property. If you haven’t already reported any electrical hazards on your property to us, please call 13 13 51 (24/7).