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About us

Customer Charter

Our Electricity Customer Charter applies to small-use customers who use less than 160MWh (160Mwh equates to an annual bill of around $30,000) of electricity per year. The charter outlines the roles and responsibilities for you, our customer, and us, your retailer. You can download a copy of the charter below.

For more information on your rights and responsibilities you can refer to The Code of Conduct (for the Supply of Electricity to Small Use Customers), sourced from the Economic Regulation Authority website.

We understand that when times get tough, it can sometimes be difficult to pay your bills on time. Our Keeping Connected Program is all about ways we can help you manage your power bills, avoid going into debt, and keep your power connected.

If you find yourself in this situation, please contact us as early as possible so we can work out a solution together. You can be sure we’ll treat you with fairness, dignity and compassion.

You can download a copy of the Keeping Connected brochure below, or call 13 13 53 to request a printed copy to be posted to you*

*Please note the Keeping Connected brochure is currently being updated. Over the counter service is no longer available, if you have any questions or need assistance please call us on 13 13 53.

We’re working hard to make sure our products and services are available to all Western Australians within the SWIS. As part of this commitment, we’ve developed a Disability Access and Inclusion Plan to meet the needs of people with disabilities, and their carers.

The plan is based on 6 principles we believe in, and work by. They are, that people with a disability:

  • have the same opportunities as other people to access the services of, and any events organised by, a public authority,
  • have the same opportunities as other people to access the buildings and facilities of a public authority,
  • receive information from a public authority in a format that will enable them to access the information as readily as other people are able to access it,
  • receive the same quality and level of service from the staff of a public authority as other people receive from the staff of that public authority,
  • have the same opportunities as other people to make complaints to a public authority,
  • have the same opportunities as other people to participate in any public consultation by a public authority.

You can receive a copy of the plan in several ways, including:

  • standard size or large print 
  • by email 
  • by post 
  • audio format as a cassette or CD

If you’d like a copy of the plan in a format not listed above, please call us and we’ll try and assist. Or if the Disability Access and Inclusion Plan affects you, and you have any comments or suggestions, we’d like to hear about them. You can call us on (08) 6212 1484 during office hours.

If you’re a small-use business, consuming between 180GJ and 1TJ (or between approximately $4,000 and $22,000 worth) of gas per year, then our Gas Customer Charter applies to you. It describes how we operate, our policies and our obligations, as well as including your rights and responsibilities as a customer.

You can download a copy of the charter below, or call 13 13 54 if you would like a printed copy posted to you.

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