Had an issue with Western Power? Get a real response.
How to submit a complaint with Western Power
Western Power handles complaints about the electricity network in Western Australia — including power outages, connections, poles, wires, meters, and streetlights. If your complaint is about your electricity bill, contact your retailer (e.g., Synergy) instead.
Phone
- Call 13 10 87 for general enquiries and complaints, available 8:30am–5:00pm, Monday to Friday.
- For emergencies and power outages, call 13 13 51 (24 hours, 7 days).
Online
- Submit a complaint through the online enquiry form.
- Report a non-urgent issue such as a damaged pole, faulty streetlight, or vegetation near powerlines.
In Writing
- Lodge a written complaint via Western Power's online contact form — this is the primary channel for formal written submissions.
Accessibility Support
- National Relay Service (hearing or speech difficulties): 1800 13 13 51
- Translating and Interpreting Service (TIS National): 13 14 50
Western Power follows the Code of Conduct for the Supply of Electricity to Small Use Customers. Here is the Western Power complaint process from lodgement to resolution:
- Acknowledgement: All written complaints are acknowledged within 3 business days.
- Investigation: Western Power reviews your complaint using the information you provide, along with customer records and account details.
- Resolution target: Western Power aims to resolve complaints within 20 business days.
- Written outcome: You receive a written response by mail or email explaining the decision and the reasoning behind it.
Western Power Service Standard Payments
If Western Power fails to meet certain obligations, small-use customers (50 MWh or less annually) may be entitled to automatic Western Power compensation claim payments:
- $28 — failure to respond to a written complaint within 20 business days
- $20 — planned interruption without 72 hours' notice
- $120 — Western Power power outage complaint where the interruption exceeds 12 hours
- $84/day (max $420) — failure to reconnect within required timeframes
- $140/day (uncapped) — wrongful disconnection
To claim a Western Power service standard payment, you need your meter or account details, complaint reference number, the contact method used, the date you submitted the complaint, and your preferred payment method. Submit claims through Western Power's complaint acknowledgement and response claims page.
Common complaints against Western Power
Western Power holds a 1.6 out of 5 stars rating on ProductReview.com.au, with 88% of reviews negative. These are the recurring issues customers raise.
Frequent and Prolonged Power Outages
- The most common Western Power complaint. Customers report multiple outages per week in some areas, with individual outages lasting 10+ hours.
- Rural and suburban customers are disproportionately affected, with some reporting six outages in a single 24-hour period after routine maintenance.
- Many customers have purchased generators to cope with unreliable supply.
Slow New Connection Timelines
- Customers building new homes report waits of 12 to 16 months for a Western Power new connection delay, even where existing infrastructure is nearby.
- Communication during the connection process is frequently described as poor, with no clear timelines provided.
Inadequate Compensation for Outages
- The $120 payment for outages exceeding 12 hours is widely considered insufficient to cover spoiled food, lost productivity, and damaged appliances.
- Customers feel the service standard payment structure does not reflect the real cost of prolonged supply interruptions.
Poor Communication and Transparency
- Customers report difficulty getting clear answers about resolution timelines, particularly for new connections and planned maintenance.
- ProductReview transparency rating sits at just 1.7 out of 5.
Infrastructure and Voltage Issues
- Some customers receive power above the standard 230V range, causing appliance damage.
- Ageing infrastructure is cited as the root cause of reliability problems, even during mild weather conditions.
Solar and Battery System Restrictions
- Customers with solar battery systems report Western Power imposing limited discharge windows and reduced feed-in tariffs for battery-connected systems, undermining the financial viability of their investment.
Western Power complaints submitted through Ajust
How other consumers Western Power complaints got resolved
New Build Connection Delayed for Months
A customer settled on land in October 2023 and arranged temporary power. Western Power failed to energise the main supply, blaming the developer — a claim later found to be incorrect. The customer was forced to run a generator for months with no clear connection date.
Tip: Document all communications and request a complaint reference number; if Western Power directs you to a third party, ask for written confirmation of responsibility.
Solar Battery Restrictions Cut Investment Value
A customer purchased a $13,000 Tesla battery system for solar integration. After a two-month approval wait, Western Power imposed discharge limits (10am–3pm only, 3 kWh cap) and reduced the feed-in tariff from 7 cents to 3 cents per kWh, significantly reducing the system's return.
Tip: Before purchasing solar battery systems, contact Western Power to confirm discharge limitations and feed-in tariff impacts, and get any commitments in writing.
Major Regional Outage Affecting 25,000+ Customers
A significant outage in the Great Southern region left over 25,000 customers without power. Western Power deployed restoration crews and communicated via SMS updates. During a separate tornado event in Bunbury, customers praised the regular SMS notifications with restoration timelines.
Tip: Sign up for Western Power's outage notifications and check the outage map for real-time updates during widespread events.
If you need to know how to complain about Western Power more effectively when the standard process has not delivered a result, follow these Western Power escalation ombudsman pathways.
Step 1: Request a Senior Review
- Call 13 10 87 and reference your complaint number to request review by a senior employee.
- Western Power's resolution letter includes the direct phone number of the team that handled your case — use it.
Step 2: Request Written Reasons
- If you disagree with the outcome, ask for a detailed written explanation of the decision.
- This documentation strengthens any further escalation to external bodies.
Step 3: Claim Service Standard Payments
- If Western Power has not responded within 20 business days, submit a claim for the $28 service standard payment via the claims page.
- You can also claim for other breaches, including planned outages without proper notice and extended interruptions.
Step 4: Escalate to the Ombudsman
- If internal escalation does not resolve your issue, contact the Energy and Water Ombudsman Western Australia (details below).
- You can also contact Western Power's customer service team to try alternative channels before escalating externally.
Energy and Water Ombudsman Western Australia (EWOWA)
The Energy and Water Ombudsman Western Australia is a free, independent service that investigates complaints about electricity, gas, and water providers in WA. Contact the Ombudsman after you have attempted to resolve the issue directly with Western Power.
- Freecall: 1800 754 004
- Direct: 08 9220 7588
- Email: energyandwater@ombudsman.wa.gov.au
- Online complaint form: energyandwater.ombudsman.wa.gov.au/make-your-complaint
- Address: Level 2, Albert Facey House, 469 Wellington Street, Perth WA 6000
- Hours: 8:30am–4:30pm, Monday to Friday (excluding WA public holidays)
- National Relay Service: 08 9220 7555
- Interpreting Service (TIS): 131 450
- Binding decisions: Up to $20,000 (or up to $50,000 with the provider's agreement)
Economic Regulation Authority (ERA)
- The ERA oversees electricity licensing and service standards in Western Australia.
- If you believe Western Power has systematically breached its licence conditions, the ERA can investigate. See their complaints and service standards guide.
Other Regulatory Bodies
- WA Department of Mines, Industry Regulation and Safety (Energy Safety): For electrical safety concerns involving Western Power infrastructure.
- WA Government Consumer Protection: General consumer complaint lodgement guidance via wa.gov.au.
- Western Power Contact Us — Main contact page with phone, online, and accessibility options.
- Complaints FAQ — Answers to common questions about the Western Power customer service contact process.
- Make a Compensation Claim — Central hub for all claim types including service standard payments.
- Customer Damage Claims — Lodge a claim for appliance or property damage caused by network issues.
- Complaints Handling Process (PDF) — Western Power's documented complaints procedure.
- Energy and Water Ombudsman WA — Independent dispute resolution for unresolved Western Power complaints.
Western Power Complaints FAQs
Where should a formal complaint to Western Power go first?
Start with the official contact form, the complaints policy, and the hardship support page and label it as a complaint straight away. That makes it easier to move into the right internal process.
What should I expect once Western Power has my complaint?
You should usually get an acknowledgement first, then a review of the facts, then a written response. If the reply misses the issue, answer on the same thread.
What do people usually complain about with Western Power?
The common pressure points are claim delays, claim disputes, and poor communication. A complaint that is specific about the theme tends to be easier to escalate.
Is there an ombudsman or regulator for complaints about Western Power?
If the internal process is exhausted or stalled, the next practical step is usually your state Energy & Water Ombudsman or the equivalent local energy complaints body.
You’ve done your part, now it’s time to hold Western Power accountable.
Take the final step and submit a complaint that gets seen and responded to.