Make a claim
Claim for compensation if power failure has caused loss or damage.
If you believe that we've failed to meet our service standards or caused loss or damage to your property, you can make a claim here.
Western Power collects personal information through its issues & enquiries page (including fault reports, hazards, safety issues and network-related incidents) to respond to reports and ensure the safe and reliable operation of the electricity network.
What we collect
We may collect:
- Your name and contact details (such as email address and telephone number)
- Location details relevant to the issue (such as address, site or nearby landmarks.
- Information about the reported fault, hazard or incident
- Photographs, videos or other supporting information you provide
- Details of the impact or risk associated with the issue
- Records of your report and subsequent communications with us
- Any additional information you choose to provide
Western Power collects this information directly from you when you report an issue, hazard or fault through this page.
Why we collect your information
We collect, use and handle your personal information to:
- Assess, respond to and manage faults, hazards and incidents affecting the network
- Protect the safety of individuals, communities and our workforce
- Arrange inspections, investigations and maintenance activities
- Communicate with you, including requesting further information and providing updates where appropriate
- Maintain records of reported issues and actions taken
- Improve network performance, safety practices and service delivery
- Meet our legal, regulatory and governance obligations
Your information helps us prioritise and respond to safety risks as quickly and effectively as possible.
How we may use and share your information
Western Power may use and disclose your personal information:
- Internally, to relevant business areas responsible for network operations, safety and maintenance
- To contractors, field crews and service providers involved in inspecting, repairing or managing reported issues
- To emergency services or other authorities where necessary to respond to a safety risk
- To government agencies, regulators or other parties where required or authorised by law
We only share personal information where it is necessary for these purposes and in accordance with applicable laws.
Providing information
Providing your personal information is generally optional, however if sufficient information is not provided, we may be limited in our ability to investigate or respond to the reported issue.
How we protect your information
We take reasonable steps to protect your personal information from misuse, interference and loss, as well as unauthorised access, modification or disclosure.
Consent – Sensitive Personal Information
If you choose to provide sensitive personal information as part of your report (for example, information relating to an incident or personal circumstances), you consent to its collection, use and disclosure in accordance with this notice and Western Power’s Privacy Policy.
Automated decision-making
Western Power may use automated tools and processes as part of the initial assessment and triage of claims, reports and enquiries. These tools help us categorise information, identify potential issues, assess urgency, and support the efficient handling of matters submitted to us.
Any automated assessment is based on the information provided and is used to assist decision-making processes. Where applicable, you may seek a review of decisions or outcomes through the relevant claims or review process. Human review is available in accordance with the requirements and procedures applicable to the specific claim or matter being considered.
Further information
For more information about how Western Power manages personal information, including how to access or correct your information or make a privacy complaint, please refer to our Privacy Policy.