Cyclone Seroja update
Our COVID-19 Management Plan is in place to ensure staffing levels across the business continue to support critical activities during any period of prolonged disruption.
Our focus is the safety of our employees and the community we service. We’re also doing our part to help prevent the spread of COVID-19.
Our work practices mean that not all our planned work requires an outage to complete. Around half of all planned work is completed without disrupting power to homes and businesses.
Information for the week 31 January 2021 – 5 February 2021
As an essential service provider that powers the lives of more than two million Western Australians, we’re critical to the functioning of the WA economy.
This is why we’re continuing most of our planned work program across the network.
In areas not affected by the lockdown – the Midwest-Wheatbelt, Goldfields and Great Southern, all work is continuing as usual.
In the Perth, Peel and South West areas:
It’s a rapidly evolving situation and any decisions on business continuity impacting planned work that we’ve made, or will make, in the coming weeks and months will continue to be made in consultation with key external partners including expert advice from the health departments.
We remain in daily contact with the WA Government and vital industry partners and are following health advice from both the WA Department of Health and the Australian Government Department of Health.
Please be aware that you may see our crew, vehicles or meter readers on your street or in your area– we’re simply conducting work that is part of our teams’ normal workload, to make sure you have a safe and reliable power supply.
Planned outages cause minimal impact to the day-to-day lives of homes and businesses, and we advise our customers in advance of when and where an outage may affect them.
If you’ve been notified of a planned outage you should expect that outage to go ahead – and, if a cancellation does occur for whatever reason, we will be notifying customers of the change.
Some of the work we do has a commercial focus and during COVID-19, it is important that businesses are given a level of certainty of connection and supply to allow them to continue to employ staff and operate.
If you have concerns about food storage, we encourage you to check your seals on your fridge and freezer are in good condition and reduce the number of times you open them. If you have an esky available, it is a good idea to place highly perishable foods in them and pack it with ice.
More information on steps you can take to maintain refrigeration of your food during a power outage can be found on the Department of Health’s HealthyWA website.
We’re doing everything we can, as part of the WA community, to make sure that the safe and reliable delivery of power to our customers is not unnecessarily impacted during this time.
Visit WA.gov.au for up to date information about COVID-19.
We will let you know if any of our planned outages affect your property as soon as possible by email or SMS. If we don’t have your email address or mobile phone number, a letter will be sent to your nominated postal address in the mail.
To update your notification preference, call us on 13 10 87.
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... Read more
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.
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... Read more
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. As we change to email and SMS notification, don’t forget to check your inbox.
If you believe 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... Read more
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.