Complaints
A complaint is when you tell us you’re unhappy with our products, services, staff, or how we’ve handled a previous complaint, and you’d like a response or resolution.
An enquiry is simply a request for information. For example, asking why something was done or requesting additional details does not indicate a complaint.
To report a fault or incident affecting the network or your power supply. For hazards or emergencies please call 131351 for immediate 24/7 assistance.
If you haven’t expressed dissatisfaction or asked for a resolution, we don’t consider the matter a complaint.
We follow the Australian Standard ISO 10002:2022 and the Customer Complaints Guidelines published by the Economic Regulation Authority. These standards help us distinguish between queries and complaints. A complaint is defined as:
“An expression of dissatisfaction made to or about a person, related to their products, services, staff or the handling of a complaint, for which a response or resolution is explicitly or implicitly expected or legally required."
Anyone can make a complaint, and it’s easy to do. You can:
- Complete an online complaints form
- Write to us at: Complaints Team, Locked Bag 2520, Perth WA 6001
- Call us on 13 10 87 between 8.30am and 5pm, Monday to Friday (except public holidays)
Need assistance?
If you have hearing or speech difficulties call the National Relay Service on 1800 13 13 51.
If you require language assistance, call the telephone interpreter service (TIS National) on 13 14 50.
- If you call us, we will log your complaint for it to be resolved through the complaints process.
- If you contact us online or in writing, we’ll acknowledge your complaint within three working days of receipt, wherever possible.
- We will contact you by phone or in writing if we need you to supply more information.
- We work hard to resolve complaints within 20 business days. Once your complaint is resolved, we’ll send you a written response by mail or email, explaining the outcome and the reasons behind our decision.
- All customer feedback received by the complaints team is recorded in our system, and we generate reports to review and analyse complaints.
- If we’ve already provided all the relevant information and there’s nothing new to add, we may inform you that we won’t be continuing further correspondence on the matter.
- We ask that our team members are treated with the same respect and courtesy we show our customers. Any Complaints or correspondence containing threats of violence or harm, personal abuse, inflammatory statements or material intended to intimidate will not be addressed.
If believe you haven’t received a response to your complaint within 20 business days, you may be eligible for a $50 payment.
If this happens, you can submit a Service Standard Payment claim.
You’ll need to apply within three months of when you should have received our response.
- Please contact us on the number provided in your response.
- Request that your complaint be reviewed by another senior employee. To do this please call us on the telephone number provided in our response.
- If you still feel that your complaint has not been resolved to your satisfaction, you may wish to contact the Energy and Water Ombudsman, which is a free and independent service.
- The Ombudsman’s office can be contacted on 08 9220 7588 or freecall 1800 754 004* and is located on the 2nd floor, Albert Facey House, 469 Wellington Street, Perth. For more information, visit energyandwater.ombudsman.wa.gov.au
Before contacting the Energy and Water Ombudsman, please reach out to Western Power first. This gives us the chance to resolve your complaint quickly and directly.
*Local call charges apply from a landline phone. Mobile phones may incur a higher charge.
In some cases you may have a complaint that relates to another organisation, such as a retailer. When we receive a complaint that does not relate to our products or services, we will advise you who to contact (if known).
All customer feedback provided to our complaints team is maintained and recorded in our customer information system. Your privacy is protected in accordance with our privacy policy.
| Please note: This line is not able to address general customer complaints or queries. | 1300 304 550 |