Faults and emergencies

If your power outage is causing an emergency, call 13 13 51 right away. It's best to use a landline phone if you’re calling about power problems, because they don’t need power to operate. We can also recognise your location and pass on the right information to you.

For gas emergency or supply faults, if you can smell gas, or if your gas supply has been interrupted, call 13 13 52.

Just like any technology, every now and again your power supply could stop working unexpectedly. A power outage could happen for any number of reasons – including extreme weather, faulty equipment or a road accident.

Of course your service provider, Western Power, will do everything it can to try and find the cause, and fix the outage as soon as possible. Still, it’s good to know what you can do in different home and business situations.

If you live in the south west of WA (check this map to see if you are) and you’re having power supply or street lighting problems, contact your power network provider, Western Power.

These links to the Western Power website have more information:

• Your power supply 
• Report a power problem 
• Power interruptions and safety 
• Report a faulty streetlight 
• Claiming for an extended power outage.

Why does Synergy not attend to power problems?

Your power supply network is owned by Western Power, so it’s their responsibility to maintain the power supply to your home or business. They’re also experts in this area, so you’ll be in good hands.

Western Power owns and operates the power poles and wires in south west WA, and deal with any power supply interruptions or repairs. If you’re in a remote area of WA, you may be serviced by Horizon Power.

Synergy is your energy retailer. We buy power from generators and arrange for Western Power to supply it to your home. We look after:

• Arranging connections and disconnections 
• Advice on how to be more energy efficient 
• Providing environmentally friendly energy options 
• Advice on the best energy products when building a new home 
• Billing inquiries 
• Payment options

Synergy assesses customers' claims for loss of power due to retailer/human errors, such as disconnections due to non-applications. Please download our Customer Damage Claim form to apply for re-imbursement for such claims.