Experiencing

Synergy

outages? You’re not alone.

Checking your area's Synergy outage status is quick and simple:

Step-by-Step Guide:

1. Visit Western Power’s Outage Page: Access the Western Power Outage Map.
   
   
2. Search Your Area: Enter your postcode or suburb to see current outages, affected areas, and estimated restoration times.
   
   
3. Sign up for SMS Notifications: Subscribe to Western Power’s free SMS Outage Alerts for instant updates during outages.
   
   

Pro Tip: Have your NMI (National Metering Identifier) or address handy to quickly confirm if your area is affected.

If your power goes out unexpectedly, follow these clear steps to report it to Synergy:

Reporting an Outage:

1. Check Your Circuit Breakers:
   Verify if the issue is isolated to your home first.
   
   
2. Call Western Power’s Faults Line (24/7):
   Dial 13 13 51 to report the outage directly to Western Power, who manage the electricity network.
   
   
3. Provide Essential Details:
   
   
   • Your address
     
     
   • Time the outage began
     
     
   • Any observed hazards (fallen lines, sparks)
     
     

Gas Outages or Emergencies:

• Contact ATCO Gas immediately on 13 13 52.
  
  

Important: Call 000 (Triple Zero) only for immediate safety hazards (e.g., fallen power lines or electrical fires).

Over the past year, Synergy customers have experienced several notable outages primarily due to extreme weather:

• January 2024 Regional WA Outage:
  
  
  • Caused by bushfires and extreme heat
    
    
  • Affected 31,500 customers in the Goldfields and Perth Hills
    
    
  • Restoration took up to 72 hours in severely impacted areas.
    
    
• Pole-top Fires, January 2025 (Perth & Midwest):
  
  
  • Triggered by light rain after prolonged dryness, causing fires atop dusty poles
    
    
  • Approximately 38,000 homes impacted
    
    
  • Power restored within 1–2 days.
    
    
• Perth Storm, February 2024:
  
  
  • High winds toppled power lines and trees
    
    
  • Over 500,000 customer interruptions
    
    
  • Most restored within 24–48 hours, though some waited several days.
    
    

Common Causes of Outages: Severe storms, lightning, heatwaves, bushfires, equipment faults, and planned maintenance.

Restoration times vary significantly based on the scale and cause of the outage:

• Minor Outages:
  Typically resolved within 1–4 hours.
  
  
• Moderate Outages:
  Usually restored within 8–12 hours.
  
  
• Major Outages (Storms, Fires):
  Restoration often takes 24–72 hours or longer for extensive damage.
  Western Power regularly provides Estimated Restoration Times (ERT) online, though these may change as crews assess damage.
  
  

Compensation for Extended Outages: For outages lasting over 12 continuous hours, customers may be eligible for an Extended Outage Payment (around $120) from Western Power.

• Western Power Outage Map & Live Updates – Real-time outage status and restoration updates.
  
  
• Western Power Faults & Emergencies Line – Report outages or emergencies directly (13 13 51).
  
  
• Synergy Faults & Emergencies Information – Guidance from Synergy on outage reporting and contacts.
  
  
• SMS Outage Notifications (Western Power) – Sign up for automatic outage updates via SMS.
  
  
• Extended Outage Payment (Western Power) – Information about eligibility for outage compensation.
  
  
• Australian Consumer Protection (Energy) – Know your rights regarding extended outages.