Frequently asked questions

FAQ
View all FAQs

FAQ search results

  • Q: What is My Account?

  • My Account is a secure, mobile optimised tool which allows you to access your businesses electricity account online. With My Account you can:

    • View, download and print your Synergy bills
    • Pay your bill online when it suits you - 24 hours a day, any day of the week, using a secure, quick and simple payment process
    • Store a credit/debit card for easy repeat bill payments
    • View your payment history and power consumption history
    • Set up paperless billing
    • Set up Direct Debit payments from your bank account or credit/debit card
    • View and download your interval data
    • Historical data, showing ‘this time last year’ consumption levels
    • Export and email your consumption graphs
    • Submit your Renewable Energy Buy Back Scheme application.
  • Q: What are the features of My Account?

  • My Account streamlines your energy account management to save time and money, with simple tools to help you:

    • View, download and print your Synergy bills
    • Pay your bill online when it suits you - 24 hours a day, any day of the week, using a secure, quick and simple payment process
    • Store a credit/debit card for easy repeat bill payments
    • View your payment history and power consumption history
    • Set up paperless billing
    • Set up Direct Debit payments from your bank account or credit/debit card
    • View and download your interval data
    • Historical data, showing ‘this time last year’ consumption levels
    • Export and email your consumption graphs
    • Submit your Renewable Energy Buy Back Scheme application
  • Q: How do I register for My Account?

  • My Account registration is quick and simple and will only take a few minutes. To register, we will need a few details from you. It would help the registration process if you have a copy of your Synergy energy bill to hand as you will need your Synergy account number, business name and business address along with some other details.

    Residential and small business customers can complete the online registration right now and start using My Account features and payment options.

    You can complete the online registration here. If you are a large business receiving a collective invoice, you can start the registration online, and a Synergy Account Management team member will contact you to complete the process.

    To register, go to the My Account registration page.

  • Q: Is there any additional cost?

  • No, My Account is a free service to all our customers. Your bank may charge standard transaction fees on electronic payments you make.
  • Q: Why should I use My Account?

  • My Account is mobile optimised and makes your life easier when it comes to managing your business Synergy account wherever and whenever you want. Using My Account can simplify your bill payment process for your business.

    My Account keeps a secure, private record of your recent Synergy account history all in one place, accessible online any time. Secure credit card payments can be made at any time, or you can choose to pay by Direct Debit from your credit card or bank account.

    My Account also charts your energy usage as far back as 2009, a useful feature for monitoring your energy use, and you can view how much you spent last year.

  • Q: Who can register for My Account?

  • All Synergy customers can register for My Account.

  • Q: Are there any special conditions?

  • Yes, as part of the My Account registration, there are some standard terms and conditions for you to read online and accept.

  • Q: How do I start using My Account, once I have registered?

  • If you have registered and you are ready to use My Account for the first time, you will need:

    • your bank account or credit card details - if opting for Direct Debit payments
    • your email address - if choosing paperless billing

    Go online www.synergy.net.au and log in to My Account by entering your username and password.

    My Account gives you the option of paperless billing. If you choose this option, we will send you an email notification every time a bill is issued. This will go to the email address you entered when you first registered for My Account. Or, you can choose a different email address for your bill notification. You can change your email address within My Account.

    To pay your bills using Direct Debit, you will be asked to enter the following information:

    • your bank account BSB number
    • your bank account number
    • your bank account name

    If you are having problems linking your energy account to My Account, or selecting any of the options, please contact us for assistance.

  • Q: What if I change my address?

  • If you change your address, please contact us so we can update our details.

  • Q: Can I cancel My Account registration?

  • Yes, simply contact us with your cancellation request.

    If you are moving home and plan to keep using My Account at your new address, you do not have to cancel your My Account registration. To continue using My Account to view and pay future bills, you will need to link your new energy account number to My Account. Sometimes your energy account number will be re-used for your new address and therefore you will not be required to ‘Add account’.

    To delete a specific linked energy account via My Account, log in to My Account and click on 'Accounts'. Then select ‘Remove Account’ and follow the prompts.

  • Q: My business receives a Collective invoice - can I still register?

  • Yes, the Parent account and your individual Child accounts can all be paid and managed through My Account. Only the Parent account details can be used to register for My Account and make online payments.