Billing policies

Billing frequency

We issue bills to most customers every second month.

Liability for charges

We set up all energy accounts in the name of the person accepting responsibility for all payments. We may record your spouse or co-tenant details for reference, but if you’re the individual establishing the account, then you’re entirely responsible for making sure the account is paid.

Responsibilities of owners and tenants

In situations where power is being used at a property without a current account holder, the law views the property as ‘owner occupied’. We’re obliged to bill the property owner for any power consumed.

We’ll attempt to back-bill the tenant, if the owner or agent can confirm the tenant's identity, and the dates of occupation with documentation such as a stamped lease agreement or a bond lodgement form.

To prevent this situation, we suggest that landlords contact us immediately after a tenant has vacated, to make sure the account has been finalised. If you’re a landlord and you want power to stay connected for security or reticulation reasons, and the tenant has finalised their account, you’ll be responsible for any power usage until another tenant application is received.

Billing address

All energy bills are sent to the account holder, posted to their nominated address. If a postal address hasn’t been given to us, the bill is sent to the address that the power is supplied to.

When payment is due

Your Synergy bill will display a due date for payment. Full payment needs to be received by us, on or before this due date. If you’re having difficulties paying for any reason, please contact us on 13 13 53 so we can work out an alternative arrangement with you.

Additional fees may be charged if your bill isn’t fully paid by the due date. An overdue notice fee of $4.40 (GST is not applicable) may be charged for each reminder or disconnection notice sent for an overdue account.

Finalising your account

It’s the responsibility of the account holder to notify us a minimum of five working days prior to vacating a property, to request their account be finalised. The account holder is responsible for all power consumption recorded up until the account is finalised.

If the final account for a property remains unpaid, Synergy may:

• Commence further recovery action including listing with Baycorp Advantage (Credit Reference Association of Australia); or 
• Refer the account to an outside debt collection agency; or 
• Commence legal proceedings.