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Contacts and more information

Customer enquiry Who to contact
Connections of energy Your retailer
Interruptions in the supply of energy Your distributor
Connecting new properties Your retailer
Complaints about licensed retailers or distributors Your retailer or distributor in the first instance
Unresolved complaints about licensed retailers or distributors Energy and Water Ombudsman  1800 754 004
www.ombudsman.wa.gov.au/energyandwater
Exempt retailers or distributors & concessions and rebates Public Utilities Office - 08 6551 1000
www.finance.wa.gov.au
General consumer protection Department of Commerce (Consumer Protection)
Advice Line 1300 304 054
www.commerce.wa.gov.au/consumerprotection
consumer@commerce.wa.gov.au
Safety Issues EnergySafety (a division of the Department of Commerce)
08 6251 1900
www.commerce.wa.gov.au/EnergySafety
To locate your nearest financial counsellor Financial Counselling Helpline  1800 007 007
www.financialcounsellors.org
Location of pipes and cables before doing site works Dial before you dig 1100
www.1100.com.au

Retailers

Retailer Gas Electricity Contact Details
Rottnest Island Authority   9432 9300
Horizon Power   Residential  1800 267 926 / Business  1800 737 036
www.horizonpower.com.au
Synergy

Residential  13 13 53 / Business  13 13 54
www.synergy.net.au
Perth Energy

9420 0300
www.perthenergy.com.au

Alinta Energy 13 13 58
www.alintaenergy.com.au
Kleenheat 
13 21 80
www.kleenheat.com.au
Esperance Gas Distribution Company
9072 1422
www.esperance-energy.com.au
 AER Retail
    (08) 9364 0400
www.advancedenergy.net.au
 Amanda Energy
    (08) 9430 7048
www.amandaenergy.com.au
 Change Energy
    1300 924 140 sales@changeenergy.com.au
www.changeenergy.com.au

Distributors 

Retailer Gas Electricity Contact Details
Western Power  

General enquiries  13 10 87
Faults and hazards  13 13 51
Twitter: @westernpowerwa
Facebook: westernpowerwa
www.westernpower.com.au

Horizon Power   Residential  1800 267 926
Business  1800 737 036
Emergency or supply interruptions  13 23 51
www.horizonpower.com.au
Esperance Power Station  

(08) 9072 1422
Leaks, Faults and Emergencies 1800 010 272
www.esperance-energy.com

ATCO Gas Australia Pty Ltd   General enquiries  08 6163 5000
Leaks, Faults and Emergencies  13 13 52
Scheduling  13 13 56
www.atcogas.com.au
Kleenheat    13 21 80
www.kleenheat.com.au

Relevant laws and regulations

The Economic Regulation Authority (ERA) is responsible for monitoring compliance with the law and for issuing penalties where appropriate.

The Electricity Industry Act 2004 provides the general law for electricity and the Energy Coordination Act 1994 provides the general law for gas.

The following regulations and codes are established under the Electricity Industry Act 2004.

Electricity Industry Act 2004
Electricity Industry (Customer Contracts) Regulations 2005 Sets out the minimum requirements for standard form contracts and non-standard contracts.
Electricity Industry (Obligation to Connect) Regulations 2005  Sets out the circumstances under which a distributor must connect a customer’s property to the distribution network.
Electricity Industry Exemption Order 2005 Specifies which retailers and distributors are not required to hold a licence.
Code of Conduct for the Supply of Electricity to Small Use Customers Controls the conduct of retailers, distributors and marketing agents in relation to the supply and marketing of electricity to small use customers.
Electricity Industry Customer Transfer Code 2004 Covers the responsibilities of retailers and distributors involved in the transfer of customers between retailers.
Electricity Industry (Network Reliability and Quality of Supply) Code 2005 Covers the standards of quality and reliability of supply that must be met by electricity distributors.
Electricity Industry Metering Code 2012 Provides the responsibilities and relationships between distributors, retailers and generators with regard to metering.

For gas customers, most of the conditions covered by the codes listed above are enforced through licence conditions. The ERA has tried to make sure that gas customers receive similar protection to electricity customers. In particular, the Compendium of Gas Customer Licence Obligations (Compendium) largely mirrors the protection offered by the Code of Conduct for the Supply of Electricity to Small Use Customers (Code).

In addition to the Compendium, the following regulations and codes are established under the Energy Coordination Act 1994.

Energy Coordination Act 1994
Energy Coordination (Customer Contracts) Regulations 2004 Sets out the minimum requirements for standard form contracts and non-standard contracts.
Energy Coordination (Gas Tariffs) Regulations 2000 Sets out the maximum tariffs most gas retailers may charge their customers.
Gas Marketing Code of Conduct Controls the conduct of retailers and marketing agents in relation to the marketing of gas.
Energy Coordination Exemption Order 2009 Specifies which retailers and distributors are not required to hold a licence

Finding Acts and regulations

Copies of the Acts and regulations listed in this section can be found at the State Law Publisher's website: www.slp.wa.gov.au.

Copies of the Compendium and Code of Conduct can be found at the ERA's website.

TIP!
This information applies to small use customers. You are a small use customer if you use less than 160MWh (about $56,000) of electricity per year or up to 1TJ of gas per year (between $28,500 and $43,000, depending on where you live).
The Basics - Switched on: a guide for electricity and gas customers
Can I choose my retailer?
Contracts
Moving in or out
Meters
Bills
Concessions and assistance
Disconnections
Interruptions and entry to your property
Exempt retailers and distributors
Complaints and service standards
Contacts and more information
Switched on - Download Print chapters