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energy for life

Make a claim

We are 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 us, you may be able to make a claim for compensation.

Claim for loss or damage to property and belongings

Apply now by downloading the Customer Damage Report Form.

If you experience loss or damage resulting from an outage or fault in your electricity supply caused by our negligence, you can submit a claim to us for assessment. We are 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.

Extended Outage Payment Scheme

Apply online or download the Extended Outage Payment Scheme Claim Form. Claims must be submitted within 60 days of the power interruption.

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 us. You may be eligible for this payment if:

  • the power interruption was not caused by or attributable to you or equipment under your control;
  • you consume less than 50 megawatt hours of electricity a year (this threshold includes the majority of residential customers and small to medium use businesses);
  • the power interruption is not a result of an emergency action taken by an authority such as the police or fire services;
  • you did not request the power interruption to occur; and
  • you have not previously been paid for the same interruption at the same address.

Notification of planned power interruptions

Apply now by downloading the Notification of Planned Power Interruption Claim FormClaims must be submitted within 60 days of the power interruption.

We 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:

  • we failed to provide you with at least three days' notice of when planned work was due to be carried out (this notice may be a letter, notification card in your letterbox, telephone call, SMS, email or newspaper/radio advertising);
  • the power interruption was not caused by or attributable to you or equipment under your control;
  • you consume less than 50 megawatt hours of electricity a year (this threshold includes the majority of residential customers and small to medium use businesses);
  • the power interruption was not as a result of an emergency action taken by an authority such as the police or fire services;
  • you did not request the power interruption; and
  • you have not previously been paid for the same outage at the same address.

Incorrect disconnection or re-connection outside of time-frame

If we disconnect your electricity supply incorrectly, we will organise a priority re-connection and will also pay you $100 for each day you are disconnected. 

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 time-frames specified in our Customer Charter. If we do not meet these requirements, we will pay you $60 for each day the re-connection is late up to a maximum of $300. 

You can email us at enquiries@horizonpower-reply.com.au or contact your local office to discuss your claim.

How we will assess your 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. We will advise you within 30 days the outcome of your claim

We may also 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 us 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.

Who should I contact for an update on my claim?

If you have any questions about the progress of your claim, please call us on 1800 267 926.