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Customer Charter

Synergy is committed to providing you with courteous, professional and prompt service. We take this promise to you seriously enough to put it in writing.

Electricity Customer Charter

Our Electricity Customer Charter outlines your rights, obligations and expectations as a valued Synergy electricity customer.

Further details on your rights and responsibilities are outlined in The Code of Conduct (for the Supply of Electricity to Small Use Customers). All electricity retailers in Western Australia must comply with The Code when conducting business with customers who consume less than 160MWh per year. The can be viewed on the Economic Regulation Authority website. 

• Download the Code of Conduct [PDF ~580kb]
• Download the Guide to Understanding the Code of Conduct [PDF ~660kb]

Gas Customer Charter

Our Gas Customer Charter outlines the rights, obligations and expectations of Synergy small use business customers who consume 180GJ (which equates to approximately A$4,000) of gas per annum but less than 1TJ (which equates to approximately A$22,000) per annum.

• Download Gas Customer Charter [PDF ~864kb]

Financial Hardship Policy

Synergy has established minimum standards for dealing with residential customers who do not have the capacity to pay a bill due to financial hardship. 

• View Synergy's Hardship Policy [PDF ~190kb]

Disability Access and Inclusion Plan 2007-2011

Synergy is committed to delivering services to people with disabilities. To ensure there is equal access to all services, a Disability Access and Inclusion Plan has been developed.

The Disability Access and Inclusion Plan focuses on achieving six key outcomes for people with disabilities and their carers. People with disabilities have:

• The same opportunities as other people to access the services of, and any events organised by, a public authority.
• The same opportunities as other people to access the buildings and facilities of a public authority.
• Receive information from a public authority in a format that will enable them to access the information as readily as other people are able to access it.
• Receive the same quality and level of service from the staff of a public authority as other people receive from the staff of that public authority.
• The same opportunities as other people to make complaints to a public authority.
• The same opportunities as other people to participate in any public consultation by a public authority.

The plan is available in various formats, including:

• Standard or large print.
• Email.
• By post.
• Audio format of cassette or compact disc.

If you require this plan in a format other than what is attached, or if you have any comments on access to services at Synergy, please contact HR Operations on (08) 6212 1484 or email HR Operations.