Horizon Power

Since 2016, Peak 24/7 have provided a comprehensive support service on behalf of Horizon Power, Western Australia’s regional electricity supplier. Peak handles up to 5,000 utility calls each year on behalf of Horizon Power, most of which are received over Summer.  For example, Peak handled 884 calls in December 2019 and only 181 calls in September 2019. Peak is equipped to easily support the peaks and troughs in calls, with robust shift rostering and pre-planning arrangements ensuring our responsiveness does not dip over the period.  

Peak handle two direct lines on behalf of Horizon Power, one for Faults & Streets and the other for Life Threatening Emergencies. Example call types include, but are not limited to: 

• Administration and Billing (transfer of electricity account address, billing/account enquiries and payments, referrals to private electrician) 
• Emergencies (electric shock, exposed wires, police officer call regarding arcing wire, electric pole hit and damaged, fallen power line, dialysis customer without power, damaged underground and green domes, damaged top transformer)  
• Power Outage (non-application based outage, power fault, power outage determined customer appliance issue, power re-connection request, partial power outage) 
• Infrastructure (beeping noise at home power supply, wire service issue,  LPN not recognised)