Q: What ways can I pay?It is up to you - there is a range of secure payment options available in My Account, including payment by Visa, MasterCard and American Express, or Direct Debit from your bank account. Also, you may be able to pay by electronic transfer or BPAY directly through your own internet banking website.
The Direct Debit option lets you set-and-forget your bills, by automatically deducting the payment from your bank account or credit card on the due date.
All these online payment methods are optional, so even if you are registered for My Account you can still pay in person at any Australia Post office, or by mailing us a cheque or money order.
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Q: How often can I make payments?- You can pay through My Account by credit card any time you like, by using the 'pay now' option. You can choose to make full or part-payments before the due date. My Account does not change the frequency of your billing, or the payment due date.
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Q: Do I still receive a paper bill?You have an environmentally friendly option in My Account to select paperless billing. If you choose this option, we send you an email notification with a direct link every time a new bill is issued. Your online bill can also be downloaded to your computer as a printable PDF document.
If you prefer, we can keep sending you printed copies of your energy bills, even if you are using My Account to view your bills online. We reduce our carbon footprint by printing your bill statements on recycled paper.
My Account allows you to switch between paper and paperless billing at any time.
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Q: When do I receive email notification?- If you choose paperless billing, we let you know as soon as your energy bill is ready to view. For every bill, you receive one email notification with a direct link to view your bill online. You can keep track of your payment due date in My Account, but you will not receive any email reminder when your bill is due, or becomes overdue. The timing of your billing cycle doesn't change when you sign-up to My Account.
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Q: Can I be notified at more than one email address?No, to avoid confusion or double-payment, My Account bill notification is delivered to one email address only. By default, this is the email address you nominate when you first register for My Account.
You can change your email address used for paperless billing, in the 'Manage my account' area of My Account.
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Q: How do I see my bill online?- It is easy to view your bills through My Account any time you like. Simply log-in to My Account using your access details, and select 'view' alongside the bill you wish to see. You will need Adobe Acrobat Reader software on your computer or mobile phone. If you do not have this software installed, please read these instructions.
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Q: Does Synergy remind me if my bill is overdue?- If your account falls overdue, we issue you a friendly reminder notice in the post only - not by email. Try to avoid this happening, as Synergy reminder notices could attract an overdue notice fee. If you are having difficulty paying on time due to personal finances, please call us, we are here to help.
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Q: Am I notified of successful transactions?No, so if you are unsure if your payment has been successful, look for the payment record to appear under 'My bills' in My Account. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. The transaction can also be cross-checked with your bank account statements.
If your bank rejects a Direct Debit payment made through My Account, you will receive a notice in the mail and details of any dishonour charges we receive from your bank. Dishonour charges will be passed on to you with your next energy bill.
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Q: What should I do if my payment is not successful?- If your payment does not go through, you can try again using the same My Account payment method - or use another Synergy payment option. If there is no payment recorded by the due date, Synergy's standard overdue payment process will apply.
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Q: What happens if my bank account has insufficient funds?If you try to make a payment without enough money in your bank or credit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill.
You can re-submit the payment once you have sufficient funds in your bank account. Or you might decide to use one of Synergy's other payment options instead.
Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000.
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Q: Are there any payment amount limits?- There are no minimum or maximum dollar limits you can pay through My Account. The only restrictions could be your credit card limit or daily maximum transfer limit imposed by your bank.
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Q: Are instalment payments recorded in My Account?- Yes, any part-payments you make are deducted from your account balance and displayed in My Account.
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