Skip to content

Customer damage

Here are some answers to help you understand how claims for compensation are assessed.

The time to assess your claim is dependent on the complexity of the investigation required and the number of claims currently requiring investigation.

While claims are generally investigated and finalised within a few weeks, currently some claims are taking up to 16 weeks to complete.

We will confirm we have received your claim and if you have any queries you can contact us, via our customer service centre on 13 10 87.

You must provide all supporting documents, including any receipts, repair reports and photographs of any damaged items.

Without supporting documentation, Western Power will be unable to process your claim.

Where appropriate, we will meet the replacement cost for replacing "like with like", not necessarily "new for old".
We will help customers meet the fair and reasonable cost of repairs to damaged equipment under the following circumstances:

  • incorrect action by us, or
  • inappropriate operation of our equipment

We do not reimburse GST when compensating business customers who are able to lodge GST input tax credits, since this is claimed from the Australian Tax Office.

We are unable to compensate customers for any loss or damage that occurs as a result of events or circumstances outside our control including, but not limited to:

  • Trees or overgrown vegetation clashing with powerlines
  • Interference by wildlife (e.g. birds, animals, termites)
  • Motor vehicles colliding with power poles
  • Bushfires
  • Vandalism
  • Lightning, storms, wind-borne debris
  • Events caused by pollution
  • Any third party interference to the electricity system

If we decline your claim, we will provide you with a  copy of our assessment letter advising of the cause for the power outage, which will assist you should you then pursue compensation through your insurance company.

Loss/damage claim form

Meter details

Details about your account you are claiming for

Address of affected property

Contact details

Postal address

If different from property address

Business details

For business claims only



Customer damage report

Damaged property

Other damage/loss




Claim payment



Supporting documentation

You must provide all supporting documentation including any receipts, repair reports and/or photographs of any damaged items. If you wish to attach documentation over the 4MB limit, please email claims.management@westernpower.com.au.

Applicant declaration