Complaints
Our Customer Service Representatives are available to help you with any general questions or concerns that you may have. They can be contacted on 1800 267 926 (or 1800 737 036 for business customers).
At times, however, you may feel we haven't met the service standards outlined in our Customer Charter and would like to lodge a formal complaint. To ensure your query is handled as effectively and efficiently as possible please refer to the following guidelines.
Power Supply Issues
If your complaint is about any aspect of the Network - i.e. power interruptions, poles, wires, transformers, domes/pillars, streetlights, underground power, substations, tree pruning, supply upgrades or the performance of our crews and contractors, please download and complete the Customer Complaint Form.
Billing And Account Enquiries
Please write to us outlining your concerns at the following address:
Mail
Horizon Power
PO Box 1066
BENTLEY DC WA 6983
- Customer Complaints Form
File Size: 80kb
Email: service@horizonpower.com.au
Our complaints and dispute resolution procedures are designed to ensure we handle your concerns in a courteous and efficient manner:
- All formal complaints are acknowledged and responded to within regulated timelines;
- We will utilise any information you may provide, together with our customer records, to assist in resolving your complaint;
- We will provide you with a detailed explanation of the reasons behind any decision we have made in relation to your complaint; and
- If you feel it is necessary, you may have your complaint reviewed by a senior employee.
Ombudsman
If you feel we have been unable to resolve your complaint satisfactorily, you may wish to contact the Energy Ombudsman on:
Phone (08) 9220 7588 Freecall 1800 754 004 (for callers outside of the metropolitan area) Email energy@ombudsman.wa.gov.au
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