We strive to provide the best possible customer service at all times. If you feel we have not managed your concerns adequately or met the service standards outlined in our Customer Charter, you may lodge a formal complaint here.
FAQs
A complaint is an expression of dissatisfaction in relation to our products, services (e.g. use of Centrepay), practices, staff, or the handling of a previous complaint, where a response or resolution is sought. A query, is a request for information or clarification about our products, services, or practices that does not convey dissatisfaction, for example, seeking an explanation of a decision or further detail about a process. Where no dissatisfaction is expressed, and no resolution is sought, the matter will not be classified as a complaint.
We will ensure that our customer complaints policy complies with the Code of Conduct and the Australian Standard on Complaints Handling [AS/NZS 10002:2022] as amended and in force from time to time.
Anyone who uses our products or services is welcome to make a complaint. If you would like someone to lodge a complaint on your behalf, we’ll need your written or verbal consent to exchange information with them that relates to you and your complaint. This ensures that your privacy is protected.
We offer a number of options for you to lodge a complaint:
- Call us on 1800 267 926 (residential) 1800 737 036 (business) between 8am and 4pm, Monday to Friday (except public holidays)
TTY: 133 677
if you have hearing or speech difficulties.
TIS: 131 450
for telephone interpretation services.
- Write to us at PO Box 1066, BENTLEY DC WA, 6983.
- Lodge your feedback or complaint online here.
Horizon Power is committed to providing information in accessible, alternative formats to ensure people with disabilities have equal access to information. You can contact us to request a document in an alternative format, such as for our Disability Access and Inclusion Plan 2025 - 2030.
If we receive a written complaint from you, we will respond to your complaint within 20 business days.
If we fail to respond and address a written complaint within 20 business days, you can apply for a $28 service standard payment, within three months of the written complaint being made.
If you contact us to raise a complaint, we will record the details and, where required, undertake further investigation before providing a resolution. Where your complaint is submitted in writing, we will acknowledge receipt and confirm that the matter is being reviewed, and we will provide a response within 20 business days. We may contact you by phone or in writing if additional information is required to progress your complaint.
If your complaint relates to a bill and may impact your ability to pay by the due date, we will extend the payment timeframe while the matter is under investigation. We will not disconnect your electricity supply for non-payment where your complaint is directly related to the reason for the proposed disconnection and remains unresolved. If you are not satisfied with how your complaint is being managed you may have the complaint considered by a senior member of staff.
Where a complaint involves concerns about the handling of your personal information or a potential privacy breach, the matter may be escalated to our Privacy Officer.
In resolving your complaint, we will inform you of the outcome and provide reasons for our decision. We are committed to ensuring all customers are treated respectfully, fairly, and that concerns are addressed in a timely manner. We also expect our people to be treated with the same level of respect. Similarly, complaints or correspondence containing threats of violence or harm, personal abuse, inflammatory language, or material intended to intimidate will not be addressed.
All details about your complaint will be kept confidential and your privacy respected at all times. We keep all records of customer complaints for 7 years from the complaint resolution date.
If you make a complaint and you are not satisfied with our response or the way your complaint was handled, please call us on 1800 267 926 (residential) 1800 737 036 (business). If you still feel that your complaint has not been resolved to your satisfaction, you may wish to contact the Energy and Water Ombudsman.
The Ombudsman’s office can be contacted on 08 9220 7588 or freecall 1800 754 004* and is located on the 2nd floor, Albert Facey House, 469 Wellington Street, Perth. For more information, visit energyandwater.ombudsman.wa.gov.au. Please note that you must contact Horizon Power before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint first.
*STD/pay phone and mobiles charged at applicable rates.
Relevant information regarding the supply of electricity to your property is contained in The Code of Conduct for the Supply of Electricity to Small Use Customers. This is available on the Economic Regulation Authority website (see page 34). The Code regulates the conduct of people who market, sell or transport electricity. It specifies what is acceptable behaviour when dealing with customers.