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What to expect when you make a claim

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. Please read the information below to find out more about the claims process, what to expect and how to apply. 

1

When to submit a claim

Before you apply, please find out if your circumstances qualify, the information you need to provide and the required time frame to submit your claim. 

Please note, we are unable to compensate for employee wages and lost income. We are also 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.

2

How to submit a claim

You can submit your claim online or download a PDF form. 

If you are claiming for damaged property, crops or repairs, you must provide all supporting documentation including any receipts, repair reports and/or photographs of any damage, or your claim will not be considered. 
If you receive your bill from strata management or other shared group, please attach a copy of your account with your application as proof of occupancy. 

3

How we will assess your claim

When we have received your completed form, we will complete assessment of your claim, 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 the outcome of your claim within 30 to 45 days, depending on the type of claim you submitted.

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.

4

Payment of your claim

Generally, all successful payments will be posted within 30 to 45 days of receipt of the claim (depending on the type of claim) and only after the conditions of settlement are met. Payments will be made in the name of the electricity account holder, to the contact address on the claim form.

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Questions about your claim

If you have any questions about the progress of your claim, please call us on (08) 6310 1000 or email customer.care@horizonpower.com.au.

The Horizon Power Customer Charter outlines your rights, obligations and expectations as a valued Horizon Power customer.