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Synergy's response to COVID-19

What we do

During these challenging times, Synergy is implementing a range of actions to respond to the Coronavirus (COVID-19) crisis.

We are working with the State Government to support customers, safeguard the reliable supply of critical electricity services and maintain our commitment to the health and wellbeing of all our employees.   

The Western Australian community is our number one priority. Synergy will continue to support every customer and their individual circumstances as the state responds to the COVID-19 pandemic. 

We are here to support you

To provide support to our customers during this time of uncertainty, the State Government has announced a series of support measures which include:

For residential customers

  • Zero increase to the cost of electricity tariffs for all residential customers in the 2020/21 financial year.
  • No WA households experiencing financial hardship as a result of COVID-19 will have their power disconnected until 30 September 2020. In addition, no interest will be charged on deferred bill payments for those experiencing financial hardship as a result of COVID-19 until further notice. 
  • Eligibility for the Energy Assistance Payment boost payment has been expanded to include new eligible applicants until 30 September 2020. Eligible customers will receive a boost payment of $305.25 and a $50 credit on each bi-monthly bill while still eligible. This doubles the amount of the EAP per year to $610.

For more information please read our Covid-19 residential FAQs

For businesses and charities

  • A one-off $2,500 credit available for around 95,000 small business customers on certain tariffs that consume less than 50MWh per annum.
  • Small businesses will face no power disconnections due to late payments from COVID-19 hardship until at least 30 September. In addition, no interest will be charged on deferred bill payments until further notice. For electricity, small businesses are referred as businesses who consume 50MWh or less..
  • Electricity bills for around 2,800 eligible charities will be reduced, with a one-off $2,500 credit provided for eligible groups on community service and charitable accommodation electricity plans.

For more information please read our Covid-19 business FAQs

Other assistance measures

Synergy has implemented a series of additional support measures for eligible customers including:

  • More time to pay, with additional access to one-off payment extensions of up to 100 days, accessed via the Synergy website.
  • Increased access to ongoing payment arrangements, accessed via the Synergy website.
  • Waiving fees and charged associated with the late payment of accounts, including the overdue notice fee ($5.30) and interest charges effective 1 April 2020 until further notice.

Synergy’s customers may also apply for existing payment support measures, including the option to request a payment extension or access an ongoing payment arrangement, tailored to suit their individual needs. 

Synergy understands that these are tough times for many Western Australians and urges customers to reach out via the Synergy website or call 13 13 53, should they have any concerns regarding their electricity needs. 

Minimising disruption to business

For business customers, we understand our service is critical and Synergy will continue to proactively respond to the many scenarios the spread of COVID-19 presents. 

We have been working with our teams to identify solutions to support the continued delivery of services for our customers. 

Synergy’s preventative measures are underpinned by our broader pandemic response plan which we are constantly reviewing to adapt to the fast-changing environment.

Synergy remains committed to supporting customers with advice on managing their energy use, cost and payments, ensuring all Western Australians have access to affordable energy. For tips and advice on how to manage your energy consumption, visit the help and advice section of our website. 

Supporting our people

Synergy has enacted a pandemic response which aligns to the recommendations provided by the State and Federal Governments, with our actions regularly updated to reflect any changes in the advice received.  

Synergy has a flexible workplace culture that allows for our people to work remotely if necessary, to balance their work with unplanned family or carer needs. 

Synergy has contingency plans in place to safeguard the delivery of critical services for our customers, in the event staffing levels are affected.