Q: What is Direct Debit- Direct Debit is just one of the ways to pay your energy bill through My Account. Choosing Direct Debit means your energy bill is always paid on time without you having to remember dates, or even lift a finger. It is a set-and-forget payment arrangement authorised by you, allowing Synergy to debit the charges on your bill automatically from your bank account on the due date.
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Q: How do I sign up for Direct Debit?- Once you have registered for My Account, you can sign-up for Direct Debit on-line. If you don’t have a My Account log-in but would like to pay by Direct Debit, please contact us for assistance.
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Q: Why should I sign up for Direct Debit?- Choosing the Direct Debit payment option means your bills are paid on time, every time. You won't need to visit the post office, write a cheque, or even pick up the phone - your bills are paid automatically, so you don't even have to remember a due date. If you don't choose to use Direct Debit, you can still pay your bill using other methods, such as credit card or BPAY.
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Q: What information do I need to sign up for Direct Debit?- You need your Synergy account number, which you can find on the first page of your bill. Also, have your bank account details in front of you, including the name of your bank or financial institution, the BSB number, and your account number. If you prefer to pay using credit card, we need to know the name of the cardholder, the card number and expiry date.
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Q: Can Direct Debit payments be paid from any bank account?- Direct Debit works with most types of Australian bank accounts. If you're not sure about your account, please speak to your bank.
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Q: What types of credit cards can I use for Direct Debit?- You can use Visa, MasterCard or American Express.
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Q: Can the Direct Debit bank account be in a different name than my Synergy account?If the you are making the Direct Debit arrangement and are named in the account as an authorised contact (ie not the accountholder), then you must provide consent to Synergy to establish the Direct Debit in their name, on behalf of the account holder.
You will also need to ensure the nominated bank account holder knows they will need to have enough funds in the account to cover the payments. They (the nominated account holder) will also need to read the terms and conditions, which you can show them during the application process.
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Q: If I choose Direct Debit, will I still receive a Synergy bill?- We will still send you your bill, so that you can keep track of your energy use and the amount you will be paying. Instead of showing a due date, though, your bill will show the date the Direct Debit will happen.
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Q: What is a BSB number and where do I find it?- Your BSB number is a 6-digit code that identifies your bank, and the branch where your account is held. If you are unsure of your BSB number, your bank or financial institution can help you. It is important to enter the correct BSB when you register for My Account.
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Q: If paying by Direct Debit, what happens if I do not have enough funds in my nominated account?- If you do not have enough funds on the day the Direct Debit is scheduled for, fees may be charged by your bank or our bank. You will be responsible for these fees, also also for any fees charged by Synergy.
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Q: How do I change my Direct Debit account details?- You can change your Direct Debit details online, using My Account, or, if you haven't registered for My Account, you can contact us. For example, you can update your bank account information, or switch to a different bank account. Just make sure you do so at least five business days before your next Direct Debit payment date, so your details are updated in time.
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Q: How do I cancel Direct Debit on my Synergy bill?- You can cancel your Direct Debit online, using My Account, or, if you have not registered for My Account, you can contact us. Just make sure you do so at least five business days before your next Direct Debit payment date, or that bill will still be paid by Direct Debit.
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Q: Do I receive a receipt confirmation number for Direct Debit?- Because Direct Debit is a regular deduction, we do not provide receipt numbers for these payments. You can confirm that they payment went ahead by checking the account statements provided by your bank, or your My Account transaction list.
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Q: How secure are my Direct Debit details?- All the information you provide us with to use Direct Debit, is private and confidential. We will only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to.
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Q: What happens to my Direct Debit with Synergy when I move house?- Your Direct Debit payments will continue while you move house. If you want to update your Direct Debit details, you will need to wait until we send you notification you that your account has been updated with the details of your new home.
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Q: What happens when my credit card expires or when I receive a new credit card?We keep track of your card's expiry date, to help make sure your Direct Debit won't be disrupted. We will write to you in advance and ask you to provide your new credit card details. Or, if you have a new credit card you would like to use, you can update your Direct Debit details online, using My Account, or, if you have not registered for My Account, you can contact us.
Just make sure we receive the new credit card details at least five business days before your next Direct Debit payment date, so your details are updated in time.
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Q: When is the money withdrawn from my bank account, if paying by Direct Debit?- The money will transfer out of your bank account on or shortly after the due date shown on your bill.
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