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What to do in an outage

We do everything possible to keep the power on but sometimes power outages happen. Find out what to expect during an outage and ways to keep yourself, your family or colleagues safe.

Planned outages are needed so we can upgrade the network or perform planned maintenance

Unless it’s an emergency, we'll let you know at least three days before a planned power interruption.

We’ll be in touch through advertising, individual notices, phone, text, email, SMS or letter with the dates and times which might impact you.

Unexpected or unplanned outages can occur for several reasons including:
  • Cyclone or storm season
  • Severe weather, high winds and lightning strikes
  • Animals, such as birds, impacting power lines
  • Vegetation or debris impacting power lines
  • Damage to electrical infrastructure from vehicle or machinery accidents
  • Vandalism
  • Pole top fires Bushfires

How to report an emergency

In a life threatening emergency please call emergency services first on 000. Then call our 24/7 hotline to report a fault or outage.

 

1. Check everyone is out of harms way

Call us immediately on 13 23 51 for any of the following

2. Before you report an outage

3. If everyone is safe

Here's what to do next

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    What happens to my solar system during an outage?

    During an outage - a solar system connected to the network is programmed to switch-off to prevent the extra energy being exported to the grid.

    This safety measure is to protect both the power lines that can be damaged and workers fixing the lines.

    If your system is set up to be off-grid - then you're completely independent from the network and won’t be affected by any power outages.

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    What if I'm running a generator?

    It's important to:

    • Follow the manufacturer’s recommendations for running and earthing your generator
    • Always run portable generators outside
    • Never use generators inside or in the garage as petrol and diesel-powered generators produce fatal carbon monoxide fumes
    • Keep your generator away from open windows to keep dangerous fumes away from your indoor areas
    • Plug appliances directly into your generator’s outlet using a Residual Current Device (RCD) and a heavy-duty extension cord rated for outdoor use.
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    Will my phone, internet or wifi work without power?
    • Your electronic equipment will need its own separate battery back-up to work. In case of a power outage, It’s a good idea to keep your mobile phone and portable mobile phone charger back up battery fully charged.
    • Your modem won’t work without power but you can still access the internet, school or work files via data connection on your mobile phone. Check with your mobile provider about data allowances available.
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    What happens to my personal medical alarms in an outage?

    Personal medical alarms are connected to the National Broadband Network (NBN) through a phone landline - so these alarms will not work. If you or anyone in your family has a medical alarm, contact the NBN to check if the alarm is registered and ask about a battery backup.

What to do after a power outage

What to do after a power outage

When your power returns after an outage you may need to:

  • Reset some equipment and appliances, such as air conditioners or reticulation timers by following your operating instructions.
  • Check your solar system is back on if you have solar panels. Not all solar inverters will switch back on automatically after a power outage.

If your outage was planned, and you find that you have partial or no power after the planned times, check your fuse box to make sure safety switches including RCDs (residual current devices) are all in the 'on' position.

You may be eligible for compensation

If your power supply is interrupted and the interruption is caused by us - you could be eligible to make a claim for compensation.

Make a claim

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.