Everyone wants electricity available at the flick of a switch and that’s what we try to give you. Unfortunately, for various reasons, there are times when we can’t supply electricity to your home or business.
The Customer Promise is part of our commitment to improved performance. It demonstrates our commitment to provide you with a reliable power supply and that on the rare occasion when the supply is interrupted, we'll restore it as soon as possible.
We’ll provide you with electricity 24 hours a day, seven days a week. If we can’t, and we don’t restore your power within the guidelines, we’ll pay on our promise.
If you think you are entitled to a Customer Promise payment after an electricity outage please contact us.
The Small Print
WEL Promise doesn’t apply to faults beyond our control such as storms, lightning, vehicle accidents, third party damage, or other events outside our control; faults in your electrical wiring; the lines and electrical equipment on your property that connect to the WEL network.
Remember safety is always our highest priority so we don't do any work that could harm our staff, or communities.