Electricity is an essential service for all homes. Access to electricity that is affordable, reliable and flexible is vital to our quality of life, affecting our health and livelihood.
In Western Australia, electricity is provided through Synergy in the metropolitan area and South West Interconnected System or Horizon Power in regional areas. These retailers are guided by a Customer Charter, which sets out the rights and obligations of consumers and their electricity provider.
All electricity consumers are protected by legislation that ensures their rights and obligations are met. For small consumers like households, those rights and obligations are governed by the Code of Conduct for the Supply of Electricity to Small Use Customers. The Office of Energy has created a Guide to Understanding the Code, to make it easier to read and interpret
Help is available to people having difficulty with Synergy or Horizon Power, whether it concerns paying a bill, negotiating a repayment plan, connecting to supply or facing possible disconnection. You can get information by calling the Utilities Hotline, which may help you to deal with your electricity provider yourself or seek support from a representative.
The Utilities Hotline is available from Tuesday to Thursday between 1pm and 5pm on
08 9420 7217. You may also like to look at the information sheets provided on the Advice page of the CUP website.
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