Horizon Power is committed to providing a safe and reliable power supply to all our customers.
If for any reason your power supply is interrupted, and the interruption is caused by Horizon Power, you may be able to make a claim for compensation.
Horizon Power offers the following compensation schemes:
If you experience loss or damage resulting from an outage or fault in your electricity supply caused by Horizon Power's negligence, you can submit a claim to us for assessment. Horizon Power is unable to compensate for any damage if the power interruption was attributed to events beyond our control, such as adverse weather conditions, vandalism, motor vehicle collisions with power poles and other such events.
Please provide as much supporting information as possible when completing the form to assist us with your claim.
Under the Extended Outage Payment Scheme, you may qualify to receive compensation of $80 if your power supply is interrupted continuously for more than 12 hours from the time it is reported to Horizon Power. You may be eligible for this payment if:
Horizon Power will provide customers with a minimum of three days notification prior to interrupting power supplies in order to carry out essential maintenance work at power stations and on the distribution network.
You may be eligible to receive compensation of $20 if:
If Horizon Power disconnects your electricity supply incorrectly, we will organise a priority reconnection and will also pay you $100 for each day you are disconnected. This will be credited to your Horizon Power account.
If you have been disconnected by Horizon Power, once you meet the requirements to be reconnected, Horizon Power must reconnect your electricity supply within the timeframes specified in our Customer Charter. If we do not meet these requirements, we will pay you $60 for each day the reconnection is late up to a maximum of $300. This will be credited to your Horizon Power account.
Claim forms are available here or by telephoning us on 1800 267 926.
Claim forms for the Extended Outage Payment Scheme and Planned Power Interruption payment must be submitted to Horizon Power within two months of the power interruption.
Please provide as much supporting information as possible to assist us with any claim.
When we have received your completed form, we will complete assessment of your claim within 30 days, verifying the information you provide with our records.
During this time, we may request additional information or evidence from you to assist in our assessment.
If your claim for an Extended Outage Payment Scheme or Planned Power Interruption payment is successful, we will apply the payment as a credit to your account.
Horizon Power may authorise and cover costs to repair damage to property and belongings and/or may provide financial compensation for this, dependent on an individual assessment of each claim.
Remember, it is important to report all power interruptions to Horizon Power on 13 23 51. Not only will this ensure your power is restored as quickly as possible, it will give us a record of the duration and areas affected by any power outage and could save you unnecessary costs associated with private contractors.