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Keeping you connected so our regions thrive

We are committed to supporting our customers across regional Western Australia 

While everyone across Australia continues to navigate these times of uncertainty during COVID-19, Horizon Power is committed to supporting our customers and to ensure continuity of service at all times. The health and wellbeing of our customers, our colleagues and the regional communities we serve remains our top priority through managing the impacts of the Coronavirus. 

We're here to support you

  • We don’t foresee any interruptions to power supply and as always, our crews remain on standby ready to respond to any power issues if they arise.
  • The State Government announced there would be no new energy tariff price increases or new charges to at least 1 July 2021 – and that includes residential and small business Horizon Power customers.
  • The State Government announced effective 1 May 2020, there will be an additional one-off boost payment of $305.25 for Horizon Power customers eligible for the Energy Assistance Program, which increases this to a total $610 per year EAP amount. For more information, check out our frequently asked questions below, or you can find more details on the Government’s Economic Relief packages.
  • You can stay in control of your energy usage from anywhere with the Horizon Power app, or by logging on to My Account. You can access the app using your My Account log in details.
  • Keep your contact details up to date through My Account or our app so we can contact you if we need to.

Contact us

Our contact centre is still here 8am-5pm
weekdays to answer your enquiries.


Residential customers
1800 267 926


Business customers
1800 737 036


For Faults & Emergencies,
call our 24-hour fault line on 13 23 51

 

Financial hardship

We understand that COVID-19 may result in some of our customers finding it harder to pay their Horizon Power bill. If you are experiencing unanticipated financial impacts of COVID-19 and they are compromising your ability to pay your energy bills, the first thing you should do is let us know. The earlier we can help take the pressure off you, the better you can manage your finances through this uncertain time.

We are here to help you with a range of energy assistance options that may support you through these challenging times, including payment extensions and payment plans

Get in contact with us weekdays from 8am-5pm on 1800 267 926.

Concessions and rebates

  • For home
  • For business

Horizon Power welcomes the announcement by the State Government that there will be an additional one-off boost payment of $305.25 for Horizon Power customers eligible for the Energy Assistance Program, which increases this to a total $610 per year EAP amount to reduce the economic impacts of COVID-19 for our customers experiencing financial hardship.

Horizon Power will apply the new EAP boost payment from 1 May 2020, effectively providing relief sooner to WA households. The EAP boost will assist eligible customers who are concession card holders and is extended to further include new eligible applicants until 30 September 2020.

For more information, check out our frequently asked questions below or learn about the Government’s Economic Relief packages.

You may also be eligible for concessions and rebates, including a payment under the Hardship Utilities Grant Scheme. To ensure we are keeping you connected, please let us know as early as possible if you expect any payment challenges.

You can update your concessions and rebates through My Account, the Horizon Power app, or by calling 1800 267 926.

The EAP boost payment

The WA Government Energy Assistance Payment (WAEAP) provides an annual payment to assist customers with electricity costs. A person who holds an appropriate concession card may be eligible for the payment.

The WAEAP is normally passed on to customers as equal deductions split across customer bills for the year. For the ‘normal’ or ‘base’ WAEAP, this will continue. (This is currently set at $305.25 per annum)

The WA State Government is making an additional one-off WAEAP boost payment of $305.25 that will be applied as a lump sum to customers’ first bimonthly bills commencing 1 May 2020.

To be eligible for this one-off EAP boost payment of $305.25, customers will simply need to be an eligible concession card holder. The EAP boost will assist eligible customers who are concession card holders and is extended to further include new eligible applicants until 30 September 2020.

You'll need one of the following cards to qualify:

  • Centrelink Health Care Card
  • Centrelink Pensioner Concessions Card
  • Veteran Affairs Gold Card
  • Centrelink Commonwealth Seniors card
  • Veteran Affairs Commonwealth Seniors Card
  • Veteran Affairs Pensioner Concession Card

The easiest way is to see if you received a payment on your most recent bill. This will show up as a single credit line with the details of WAEAP. You can also view previous bills via the free Horizon Power app and My Account.

The EAP boost payment may leave some customers in surplus, in which case that surplus amount will be carried forward to their future bills. Customers will not be able to seek a “refund” of this surplus amount.

Pre-payment meter changes

Yes, from 8 May 2020 you’ll need to purchase credit to keep your electricity turned on. If you run out of credit, your electricity will turn off.

You’ll be able to access your emergency credit still. This is being increased to $100 through the coronavirus crisis to help you keep your power turned on.

If you have any credit in your account, then you’ll keep this credit. If you owed any money, then this will be reset to zero so won’t have any debt against your account.

As long as you have a valid concession card registered with Horizon Power then we will automatically apply the ‘boost’ payment. This will be applied on 8 May 2020.

Valid concession cards are:

  • Centrelink Health Care Card
  • Centrelink Pensioner Concessions Card
  • Veteran Affairs Gold Card
  • Centrelink Commonwealth Seniors card
  • Veteran Affairs Commonwealth Seniors Card
  • Veteran Affairs Pensioner Concession Card

If you register a valid concession card with us by 30 September 2020 then you’ll receive the EAP ‘boost’ payment. This will take up to one week to appear on your account.

Valid concession cards are:

  • Centrelink Health Care Card
  • Centrelink Pensioner Concessions Card
  • Veteran Affairs Gold Card
  • Centrelink Commonwealth Seniors card
  • Veteran Affairs Commonwealth Seniors Card
  • Veteran Affairs Pensioner Concession Card

11:00 am through the coronavirus crisis. This means if you apply for emergency credit at 9:00 am your power will be back on by 11:00 am.

You can buy more credit using the Horizon Power app, or from your local store.

If you have any questions or need more support through the coronavirus crisis call the pre-paid meter hotline on 1800 447 707.

Horizon Power welcomes the announcement by the State Government that there will be a one-off account payment of $2,500 towards electricity costs, for eligible small business and charity groups, to help mitigate the economic distress that may be caused by COVID-19.

The payment will assist Western Australian small businesses and charities who are on an eligible tariff with Horizon Power as at 31st March 2020.

For more information, check out our frequently asked questions below or learn about the Government’s Economic Relief packages.

The WA Government has announced that they will provide electricity tariff assistance to eligible small business and charity groups on the C2, D2, K2, L2, L4 and all MyPower Business tariffs, to assist them in mitigating the economic impacts of COVID-19. Eligible customers will receive a one-off payment of $2,500 applied to their account from 1 May 2020.

The tariff offset payment will appear on your bill as the “WA Small Business & Charity Electricity Tariff Offset”.

To be eligible for this tariff offset payment of $2,500, customers will need to be current business customers on an eligible tariff (either C2, D2, K2, L2, L4 or MyPower Business tariffs,) as at 31 March 2020. Any customers that apply to open a new account or transfer to be on an eligible tariff after 31 March 2020, will not be eligible for the one-off payment.

Customers will need to be on one of the following tariffs as at 31 March 2020 to be eligible for the WA Small Business and Charity Electricity Tariff Offset:

  • C2
  • D2
  • K2
  • L2
  • L4
  • All MyPower Business tariffs 

The electricity tariff offset payment may leave some eligible customers' accounts in surplus. If this occurs, that surplus will be carried forward and applied to future bills. Customers will not be able to seek a “refund” of this surplus amount related to the WA Small Business and Charity Electricity Tariff Offset if their account is in surplus.

The electricity tariff offset payment of $2,500 will be automatically applied to eligible Horizon Power accounts from 1 May 2020. You will not need to complete any forms to apply.

Customers on a sub-meter will NOT be eligible for the payment. 

It is noted that some small businesses (e.g. shopping centre tenants) may not benefit from this measure as they do not have a direct billing relationship with Horizon Power.

These businesses are within embedded networks, where the property owner contracts with an electricity supplier and then allocates electricity costs to the tenants based on their tenancy agreements.

 

Let us know if you need further assistance

We know that everyone’s situation is different, but it's important we look out for one another– and Horizon Power has your back. Every decision we make has our communities and our people, who live and work in the communities we service, at the centre. And we’re thinking of you through this uncertain time.

If you require assistance with your Horizon Power account, complete the online form, browse our FAQs below or view our contact details to get in touch. You can stay up to date with the latest Coronavirus COVID-19 information at the Department of Health information page

Your personal details will be used in accordance with Horizon Power's Privacy Policy.

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