| 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.energyandwater.ombudsman.wa.gov.au |
| Exempt retailers or distributors & concessions and rebates |
Energy Policy WA: 08 6551 4600
www.wa.gov.au/organisation/energy-policy-wa |
| General consumer protection |
Department of Mines, Industry Regulation and Safety (Consumer Protection)
Advice Line: 1300 304 054
www.commerce.wa.gov.au/consumerprotection
consumer@dmirs.wa.gov.au
|
| To locate your nearest financial counsellor |
Financial Counselling Helpline: 1800 007 007
fcawa.org |
| Location of pipes and cables before doing site works |
Before you dig: 1100
www.byda.com.au
|
Licensed Retailers
Licensed Distributors
| Distributor |
Gas |
Electricity |
Contact Details |
| ATCO Gas Australia Pty Ltd |
• |
|
General enquiries: 08 6163 5000
Leaks, Faults and Emergencies: 13 13 52
Scheduling: 13 13 56
www.atcogas.com |
| Horizon Power |
|
• |
Residential: 1800 267 926
Business: 1800 737 036
Emergency or supply interruptions: 13 23 51
www.horizonpower.com.au |
| Kleenheat |
• |
|
13 21 80
www.kleenheat.com.au |
| Western Power |
|
• |
General enquiries: 13 10 87
Faults and hazards: 13 13 51
Facebook: westernpowerwa
www.westernpower.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 2016
|
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 2022 |
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.legislation.wa.gov.au.
Copies of the Compendium and Code of Conduct can be found at the ERA's website.
