The WA market in numbers
| Measure (WA electricity unless stated) | Figure | Period |
|---|---|---|
| Small-use electricity accounts | 1,225,518 (1,119,027 residential) | 30 June 2025 |
| Synergy electricity accounts | 1,174,079 | 30 June 2025 |
| Horizon Power electricity accounts | 48,492 | 30 June 2025 |
| Residential disconnections for non-payment (excluding prepayment) | 12,744 (1.2% of residential customers, up 7.7%) | 2023/24 |
| Disconnection rate by retailer | Horizon Power 8%, Synergy 1% | 2023/24 |
| Customers in retailer hardship programs | 3.2% of electricity customers (38,694 electricity and gas combined) | 30 June 2024 |
| Average hardship bill debt | $1,400 (Synergy $1,389, Horizon Power $1,786) | 30 June 2024 |
| Residential customers on payment plans | 62,426 (electricity and gas) | 2023/24 |
| Residential electricity customers identified as affected by family violence | 3,229 | 2023/24 |
| Small-use gas retail market share | Alinta 53%, Kleenheat 28%, AGL 14%, Origin 3% | 2024/25 |
Takeaway
Horizon Power's disconnection rate (8%) was eight times Synergy's (1%) in 2023/24. Its regional and prepayment customers are a group where early warning could matter most.
Related research
WA research by WACOSS and the Bankwest Curtin Economics Centre (Understanding Utility Hardship, December 2022) surveyed 470 Water Corporation customers about coping with utility bills.
A project developed through GreenTech Hub's GreenSpark innovation program, Perth, 15 to 30 October 2026.
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Last updated: 17 October 2026