Our performance
Horizon Power connects over 48,000 households and businesses to 38 different networks across the largest (and most amazing) area of any Australian energy provider. We're exploring new and innovative ways to transform the energy sector today - to support future-ready, greener communities tomorrow.
2022/23 results
Horizon Power’s strategic purpose is to ‘deliver clean energy solutions for regional growth and vibrant communities’.We work and live in the regions and communities we serve – and we work hard to make sure our customers receive safe and reliable power at the lowest possible cost.
Our industry continues to change at unprecedented speed, and the past 12 months reaffirmed the need to be flexible as we develop plans to lead the way in decarbonising WA’s energy landscape.
We delivered a record $122 million investment program this year, upgrading existing assets to enable us to continue to provide safe and reliable power, along with major investments in critical infrastructure for solar and battery storage solutions, standalone power systems and the WA EV Network. These investments will be critical enablers as we work to decarbonise our State.
We are passionate about energy equity at Horizon Power and believe strongly that transitioning to renewable energy sources should be accessible to all our customers, regardless of circumstances.
Whether it is our smallest remote communities in the Kimberley or our biggest industry partners in the Pilbara, our goal is to enable all our customers to participate in the new energy landscape and reap the positive environmental and economic benefits that come with it.
To read more about our progress in the most recent financial year, please see our 2022/23 Annual Report
Key highlights
Our customers
We are committed to bringing all of our customers along on the energy transition journey, and we offer a range of programs and services for those needing extra support and assistance with bill payment and knowledge around energy consumption.
Our Customer Service on the Move program delivers face-to-face customer engagement in regional communities, providing assistance with billing enquiries, concessions, rebate eligibility and application, payment challenges and hardship assistance requests.
Our community
Listening, creating and delivering together is at the heart of our community involvement guiding principle. We have a long and proud history of helping to improve local communities across regional and remote WA. Over the past year, our Community Partnership Program provided $1.1 million in funding to 119 organisations, 16% of which were Aboriginal registered organisations and many of them first-time program participants.
Our inaugural partnership with the Leonora Drug Action Group enabled the purchase of new basketball sporting equipment to support the Mulya Tjitji (Good Kids) Program, resulting in an increase in participation among the group’s predominantly at-risk-youth
Our people
We refined our Safety, Health and Wellbeing (SH&W) Strategy this year, building on our strong safety culture and incorporating a new focus on wellbeing.
Despite an increase in capital expenditure and the challenges of delivering projects in remote geographical areas during a pandemic, our team achieved a stellar safety performance - notching up a 3rd consecutive year of no lost time injuries or illnesses.
We are very proud of this safety performance and remain vigilant and committed to the highest standards and processes to ensure the wellbeing of all our people and our customers.
Our environment
Successfully delivering on our decarbonisation goal requires us to develop state-of-the-art solutions that enable us to provide increasing levels of renewables while preserving our State’s unique ecosystems.
Increasing access to renewables across WA means we can bring positive change to the environment. This year, 17.1% of our delivered energy was supplied by renewable energy sources.
As we continue on our decarbonisation journey, we are committed to engaging and collaborating with our communities to deliver sustainable outcomes for regional and remote WA. A strong sustainability focus improves the quality of life in our communities and preserves natural resources for future generations.
2022/23 results
Being an Energy Charter signatory underpins our commitment to place the customer at the centre of all that we do and to progress the culture and solutions required to deliver a more affordable, reliable and sustainable energy system to promote a thriving regional WA. Our role as an Energy Charter signatory aligns with our guiding principles of Community Involvement; Aboriginal and Torres Strait Islander Commitment; Cleaner, Greener; and Regions First.
We understand our residential customers living in regional WA face unique challenges and cost of living pressures. We proactively engage and listen to our customers – continually evolving our products and services to reflect their feedback and insights whenever possible.We also recognise that our small to medium sized commercial customers are facing significant pressures and we will continue to seek ways to provide practical support for this segment of our business. We will prioritise the development of decarbonisation solutions to meet the continually evolving needs of our large enterprise customers.
Horizon Power is committed to do what is in our power to ensure our customers’ energy transition towards a decarbonised future is as stable, least cost and as fair as possible. Our future ambitions and commitments for our customers are shared in our Energy Charter Disclosure Report.
Key highlights
Principle 1
We will put customer at the centre of our business and the energy system.
This year, we established a Customer Council to gather feedback from customers and stakeholders, guiding our decisions to better support customer needs.We expanded our face-to-face Customer Service on the Move program to assist remote communities without local offices.
We also integrated human-centered design training and initiated an Executive mentorship program to gain a deeper understandng of customer and community needs at a local level.
Principle 2
We will improve energy affordability for all customers
Projects like Smart Connect Solar and Sunshine Saver aim to remove barriers to renewable energy adoption, while efforts like the Esperance Energy Transition Plan transition customers to alternative sources, reducing energy costs and environmental impact.Installing battery storage systems enhances reliability and scalability of renewable energy solutions, marking progress towards a sustainable future.
Principle 3
Provide energy safely, sustainably and reliably
Our response during the once-in-a-lifetime Kimberley floods ensured continued power supply through innovative measures despite logistical challenges.We delivered the first 50 State-funded SPS began earlier this year in the Esperance region, bringing our total to 68 SPS providing continuous, off-grid, reliable power solutions to our customers.
The Denham Hydrogen Demonstration Plant, Australia's first remote renewable hydrogen microgrid, is set to power around 100 homes and businesses.
Principle 4
Improve the customer experience
We're building a new MyAccount, offering an improved digital self service experience. MyAccount will help customers better understand their energy usage and easily manage their energy account online through a secure online platform.The Life Support and Outage Management project prioritises swift responses and accurate notifications, particularly for vulnerable customers.
Principle 5
Support customers facing vulnerable circumstances
We developed an emerging hardship algorithm to proactively assist customers facing financial difficulties, prioritising personalized support and reducing payment challenges.The Household Energy Efficiency Scheme (HEES) aims to help vulnerable customers by providing tailored coaching to manage energy usage and reduce household energy debt.
Amendments to the Code of Conduct for Supply of Electricity aid in identifying and supporting customers affected by family violence, offering comprehensive support, payment assistance, and even debt waivers.
2022/23 results
Measuring our social impact ensures that we hold ourselves accountable to our communities:
- measuring the delivery of our ambition; and
- continually improving how we operate to create sustainable outcomes.
In 2022/23 we delivered...
- Since FY20 Horizon Power has created 26 roles in regional WA. Including eleven employees who identify as Aboriginal and Torres Strait Islander.
- Total Greenhouse Gas (GHG) Intensity decreased 9.3%.
- Purchased 23.02 GWh of renewable energy from our customers. An increase of 18%
- The % contracts >$50k awarded to Aboriginal and Torres Strait Islander businesses increased by 5.3%.
This year we're focusing on...
- Increasing uptake of rooftop solar enabled by energy storage in regional towns
- Reducing carbon emissions through the installation of centralised renewables
- Increasing procurement from local, regional suppliers
What we're working towards
Our 2022-2025 Corporate Strategy provides a roadmap to guide our commitment to support the communities in which we live and work, to grow and thrive in a transformational time for the energy sector.
Reducing customer energy bills
Solar Schools project
Zero refusals connecting rooftop solar by 2025
Energy storage in regional towns
80% reduction in carbon emissions by 2030
Denham hydrogen plant
Native title and heritage compliance
Service Area Heritage (SAH) agreements
100% of systems with grid-based renewables by 2030
Shark Lakes renewable energy projectAnnual corporate performance results
View our current and historical business, regulatory and social impact results.
Horizon Power acknowledges the Traditional Custodians throughout Western Australia and their continuing connection to the land, waters and community. We pay our respects to all members of the Aboriginal communities and their cultures; and to Elders past, present and emerging.
Aboriginal and Torres Strait Islander people are advised that this website may contain images, names or voices of deceased people.