Late payments & assistance

We understand there may be times when you miss your bill payment due date. It could be because it has slipped your mind, you’re away on holiday, or you’re experiencing financial problems.

We’ve introduced a number of ways to help you pay your bills on time, and avoid any late charges. And if you’re late in paying your bill, we can help by making alternative payment arrangements with you.

• What is a late payment? 
• What happens if my payment is late? 
• How can Synergy help me to pay on time? 
• What if I am having financial problems? 
• Can I pay by instalments? 
• What if I am away on holidays?

What is a late payment?

A payment is considered as late if we don’t receive the full amount due, by the due date shown on your bill.

What happens if my payment is late?

Late payments can result in additional fees being included on your next bill. An overdue notice fee may be charged for each reminder. If your energy account continues to remain unpaid, a disconnection notice could be sent to you.

How can Synergy help me to pay on time?

My Account is our online account area that makes it simple and convenient to pay your bill on time, every time.

There are several payment options that let you set-and-forget all your energy bill payments such as EvenPay and direct debit.

You can sign up for My Account right now, or read more about this free service, here.

What if I am having financial problems?

When times get tough, we understand it can be difficult to pay your bills on time. So we’ve introduced ways to help you manage your power bills, avoid going into debt, and keep your power connected.

If you find yourself in this situation, please contact us as soon as possible on 13 13 53, so we can work out a solution together. There are a number of ways we might be able to help you settle your bill, including:

• Arranging payment by regular instalments 
• Delaying the payment date for some or all of the amount due 
• Referring you to a registered community organisation for help 
• Giving you information about free, independent financial counselling from a financial counsellor.

You can find further information in our Financial hardship policy [PDF 180kb].

Can I pay by instalments?

If you’re having difficulty paying your power bill, you can contact us about paying your account in instalments.

What if I am away on holidays?

If you’re going to be away on holidays for an extended period of time, you can avoid late payment and overdue fees by:

• Contacting us to have your bills forwarded to another address, for an agreed length of time, or
• Set up direct debit.