Horizon Power brings its contact centre home to regional WA

August 05 2021

In a strong show of support for regional economic development, Western Australian energy provider Horizon Power today showcased its first regional customer experience centre in Broome.

Located in the Broome town centre, the new facility will also operate as a contact centre for customers in Horizon Power’s servicing area, covering 2.3 million square kilometres from Kununurra in the north to Esperance in the south.

It is one of the first projects to be completed as a part of Horizon Power’s $75 million Renew the Regions program, aimed at improving access to services and creating jobs across regional Western Australia.

The centre was officially opened by Minister for Energy, the Hon Bill Johnston, at an event attended by Broome business and community leaders, as well as local contractors and suppliers involved in its development.

It has been named Nila Janyba, which means ‘knowledge sharing’ in the local Yawuru language. Horizon Power chose the name in consultation with the Nyamba Buru Yawuru organisation to reflect the utility’s focus on partnering with regional and remote communities to deliver innovative customer solutions.

Horizon Power has worked with its contact centre partner, Computershare, to move 10 full-time-equivalent contact centre jobs from Melbourne to the centre in Broome, including two newly created Aboriginal and Torres Strait Islander traineeship positions.

Horizon Power CEO, Stephanie Unwin, said the decision to move the contact centre from Melbourne to Broome reflected Horizon Power’s commitment to investing in the regions.

“This new facility provides our customers with an opportunity to walk through the door and have a meaningful, face-to-face conversation with staff who live in their community,” said Ms Unwin.

“This decision also ensures our customers from across the regions receive support from local professionals who understand the challenges of living in regional and remote Western Australia.

“Nila Janyba is a first for Horizon Power, and we are proud to deliver this innovative customer solution with the support of Broome’s traditional owners and its vibrant business community.”

The design and fit-out of Nila Janyba were delivered by local architects, builders and tradespeople, creating work opportunities and economic benefits for the community.

Nila Janyba provides customers with a physical place to pay bills, use self-service kiosks to manage their electricity accounts and seek advice on energy‑related matters, including how to reduce their electricity bills.

The centre also houses an interactive knowledge-sharing zone where customers can gain a better understanding of electricity in a fun and engaging way, including a touchscreen map to explore Horizon Power’s major projects and a model microgrid demonstrating the themes of connection and community.

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