Planned outage procedure tightened for life support customers
Release Date: 20 February 2012
Western Power has further tightened its planned outage procedures for its life support customers after reporting a potential Type 1 Breach to the Economic Regulation Authority which outlined the unacceptable circumstance of a customer with special needs for power being disconnected.
The ERA has consequently confirmed the incident constitutes a Type 1 breach of the Code of Conduct for the Supply of Electricity to Small Use Customers by Western Power.
Western Power Acting CEO, Paul Italiano, said that following recommendations made by the Energy Minister Peter Collier in November 2011, the organisation was continuing a process of strengthening the guidelines applicable to undertaking planned outages in areas where customers registered on the Life Support Register reside.
"It is absolutely unacceptable that a customer that is listed on the Life Support Register is disconnected without notification and the opportunity for them to access Western Power emergency generators in advance of the maintenance period," Mr Italiano said.
"In this case, Western Power and its customer has been let down significantly by a sub contractor who didn’t follow the procedures we implemented last year.
"This has, however, also highlighted that our systems are not fool-proof and we will continue to strengthen our procedures relating to planned outages effective immediately."
Strengthening the process
Mr Italiano said Western Power will implement with immediate effect a number of new initiatives that will complement the changes made in November 2011 to ensure a similar incident is avoided in the future.
With immediate effect, Western Power has:
- assumed responsibility for directly notifying Life Support Register customers regarding planned outages
- assumed responsibility for receiving acknowledgment from Life Support Register customers in relation to a planned outage that will impact their supply
With immediate effect, Western Power will:
- distribute a fact sheet to all Life Support Register customers advising them of arrangements for planned outages
- encourage Life Support Register customers to enter into two-way communications in order for details to be more accurately maintained
Western Power is required to provide at least three days written notice to customers of a planned power interruption. In addition it also contacts householders listed as needing life support equipment and offers the use of a portable generator.
Contact us
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