Existing SPS customers
Please call our faults line on 13 13 51, 24/7 and our crew will be dispatched to fix the fault.
To modify your connection (increase your maximum load/ capacity), you can request this at your own cost by submitting an application.
Absolutely, it is possible to upgrade SPS units to three-phase power, similar to a grid connected property, this will require a capital contribution. For pricing information, please contact the customer experience centre on 13 10 87.
You’ll need to and pay the full cost of a SPS.
We’ll honour the network connection cost for new connection applications for two years from the date the line was transitioned to SPS, if the network connection is lower than the cost of a SPS, and you are within 100 metres of where the poles are wires were. 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 provide all relevant documentation and planning information including, but not limited to:
- development plans
- third party approvals
- certified electrical loads
No, you’re not required to maintain or refuel the SPS generator.
We’re responsible for all SPS maintenance, including refuelling the generator and vegetation maintenance. We service the generator as required, depending on the size of the SPS. The diesel tank may need to be refuelled more frequently depending on weather and usage.
Where possible, we 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.
You will continue to receive a bill from Synergy for the electricity you use. The cost per unit of electricity will not change and is the same as network-connected customers. 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 energy.gov.au.
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 service 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.