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New customer connections

New customer connections

Please call our faults line on 13 13 51 (24/7) and we’ll send our crew over to resolve the issue.

We’ll work with you to ensure you have a reliable, quality power supply regardless of how you’re connected to the grid. We’re responsible for determining how customers receive their electricity supply – be it via traditional poles and wires, SPS or other technology.

Before your SPS is installed, we’ll check to ensure the size matches your energy needs. If you want to increase your capacity (how much energy you can draw) in the future, you can request this at your own cost by submitting an application.

You can upgrade to three phase when you transition to SPS, or request it at a later date through our website at your own cost.

We have an obligation to manage the safety and reliability of SPS to the same level as the traditional distribution network. We have carried out rigorous safety testing and the SPS units have been built in accordance with relevant Australian Standards and Western Power’s technical specifications.

The regulation states that customers retain the right to a connection quote, for 10 years after the poles and wires have been removed, if the new connection point is within 100 metres of where the Western Power infrastructure was.

The regulation states that customers retain the right to a connection quote, for 10 years after the poles and wires have been removed, if the new connection point is within 100 metres of where the Western Power infrastructure was.

Yes, you can install your own solar panels, however there may be limitations on how you can integrate your panels with SPS.

Please call our customer experience team on 13 10 87 or contact us to discuss your options.

One of the benefits of SPS is we don’t need to access your property as often as with traditional infrastructure. We do need to access your property for SPS installation, maintenance and in the case of a hazard or SPS fault.

Where possible, our teams or our SPS contractors, will try to contact you prior to entering your property. If we can’t get in touch, we’ll still need to access the property. As the energy operator, we’re permitted to enter properties for these purposes. For more information, please visit Land Access Legislation.

We’ll contact you about the changes involved in changing over to SPS. We’ll also honour the network connection cost for new connection applications for two years, if the network connection is lower than the cost of a SPS. The two-year period commences on the date the property owner is contacted by us, and is tied to the land, not the property owner. If the property is sold during this two year period, the new property owner can apply for a new connection at the lower connection cost. 

To be eligible to receive a new connection at the ‘lowest cost’ during the two-year period, you’ll need to... Read more

A single SPS can supply a maximum of five customers but this may vary depending on the capacity needs of each connection.

The SPS are fitted with 24-hour remote monitoring dashboards which provide real time visibility of the SPS performance so Western Power, and the contractor, can see if there is an issue with the SPS or if the diesel tank is running low before the scheduled service date. The generator is expected to operate for a minimum duration every 1 to 2 weeks (depending on manufacturer’s requirements) for its maintenance cycle to minimise generator deterioration. This will only occur if the generator has not been required to operate due to load conditions within the maintenance cycle period.We monitorIf there is an emergency or SPS customers experience a fault or outage they will still need to call the Western Power faults and emergency line on 13 13 51 (24 hours).... Read more

We understand issues with SPS may arise and we encourage your feedback. Please call our Customer Experience Centre on 13 10 87 between 8:30am and 5pm, Monday to Friday (except public holidays) and our customer experience team will be happy to assist. Alternatively, you can submit your feedback online or write to us at:

Complaints Team,
Locked Bag 2530,
Perth, WA 6001

For more information visit the Western Power complaints handling process.

No, you’ll continue to receive a bill from Synergy for the electricity you use. The cost per unit of electricity is the same as network-connected customers, so if your electricity usage stays the same, so will your bill.

Want to lower your power bill? Find easy and energy efficient changes you can make at

Stand-alone power systems (SPS) are an exciting new way we’re improving power reliability for regional customers. SPS works independently of the main electricity grid to store and deliver power to households and small businesses. It uses renewable energy such as solar photovoltaic (PV) panels, battery storage, inverter(s) and a backup diesel generator. We look after the installation of all SPS and all ongoing maintenance.