Make a claim
If your power supply is interrupted and the interruption is caused by us - you could be eligible to make a claim for compensation. Learn more about the eligibility criteria, our claims process and how to apply.
There are 3 different claim types
Extended outage
If your household has a power outage for 12 hours or more, you could be eligible to receive a $120 payment from us in recognition of the inconvenience caused.
Non-notification of planned outage
Sometimes we need to plan power outages so we can upgrade the network, perform planned maintenance or respond to an emergency. If for any reason we fail to provide you with three days notice of a planned outage, you could be eligible to claim a $20 payment.
For loss or damage
If you experience loss or damage to your property, belongings or crops because of an outage or fault in your electricity supply caused by us. You'll need to provide receipts, repair reports and/or photographs of any damage.
How to claim
It generally takes between 5 and 10 minutes to submit a claim.
Once we receive your claim, we’ll confirm that we have received it and let you know if we need further information.
Frequently asked questions
When we have received your completed form, we will complete assessment of your claim, verifying the information you provide with our records.
We might ask you for extra information or evidence from you to help in our assessment. We will advise the outcome of your claim within 30 to 45 days, depending on the type of claim you submitted.
We may also authorise and cover costs to repair damage to property and belongings and/or may provide financial compensation for this. This depends on an individual assessment of each claim.
This depends on the complexity of your claim and the number of claims we’re currently processing.
Some claims can be investigated and finalised within a few weeks, while other claims may take longer. We will confirm we have received your claim and if you have any queries you can contact us between 8am and 5pm weekdays.
Generally, it takes around 30 to 45 days for us to process your claim and let you know the outcome.
If you have any questions about the progress of your claim, please call us on 1800 267 926 or email customer.care@horizonpower.com.au. You might also like to read our Horizon Power Customer Charter which outlines your rights, obligations and expectations as a valued Horizon Power customer.
If your claim is successful and the conditions of settlement are met, in most cases we’ll pay your claim by Electronic Funds Transfer (EFT) within 30 to 45 days of receiving your claim.
We’ll always let you know the outcome of your claim, even if it isn’t successful.
We will let you know the reason, such as the cause for the power outage. This could help you if you decide to pursue compensation through your insurance company.
If you’re not satisfied with our response, you can request a secondary review by contacting your local office and quoting your claim reference number. You should also provide any extra information you may have to support your review request.
Incorrect disconnection or delayed reconnection
If we disconnect your electricity supply incorrectly, we’ll organise a priority re-connection and you could be eligible for a payment of $100 for each day you are disconnected.
Once you meet the requirements to be reconnected, we need to reconnect your electricity supply within the time-frames specified in our Customer Charter.
If we do not meet these requirements, you could receive a payment of $60 for each day your re-connection is late, up to a maximum of $300.
Contact you local Horizon Power office to discuss your claim.
Keep up-to-date with details of planned power outages, faults and electricity supply interruptions when they occur.
Follow our simple tips to keep you, and those around you, safe arround electral incidents or outages.
Horizon Power acknowledges the Traditional Custodians throughout Western Australia and their continuing connection to the land, waters and community. We pay our respects to all members of the Aboriginal communities and their cultures; and to Elders past, present and emerging.
Aboriginal and Torres Strait Islander people are advised that this website may contain images, names or voices of deceased people.