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Some of our customers have received a scam email featuring our branding. This email may appear to be from us, asking you to pay your bill by clicking a link in the email. The links in the email are fake and lead to a web page which looks similar to Synergy's website and may ask for you to put your credit card details in. 

This is known as a “phishing” email or scam. 

Don’t click any links, open attachments, provide any details or even reply to a phishing email.

Phishing is a term given to the way that cybercriminals can try to steal information. They can send fraudulent messages - including texts and emails - to try to learn your online account details, credit card details or passwords. If you provide your details, you could become the victim of a scam or cybercrime.

Tips to tell if you’ve received a fake 'Synergy' email

Here are some things to watch for to help you work out whether you have received a phishing email.

The type of email

  • We do use email to communicate with our customers - but there are some things we will never do. If an email asks you to click a link and enter your account details or credit card details, it’s not from us.
  • Even if you do need to make a bill payment, we’ll always ask you to pay using secure payment methods in MyAccount - not through a link on an email.

The email or web address

  • Hover over the link or the name of the sender and an address should appear. It may contain another server name, a series of numbers or a long address you don’t recognise. These are signs of a phishing email.
  • Our emails end in and our website addresses begin with ‘’ or ‘’ – if the email address ends differently or the website address doesn't begin exactly as set out above, the email is a phishing email. 

The details in the email 

  • Check whether your name and/or Synergy account number in the email match your actual account details.  A scammer may use a fake account number or leave out your name.
  • Some phishing emails may contain spelling and punctuation mistakes, formatting errors or wording which can seem threatening or pushy.

Security features

  • On any website which involves making a payment, look for the padlock icon in your web browser before you enter any details. This is a sign to show the connection and website is secure.
  • To make a Synergy payment online, either pay through your secure online banking application or log in to My Account to safely and securely view bills and pay your account. If you don’t have My Account, you can register your account by simply having a copy of your bill handy.

What to do if you have received a phishing email

It’s not nice to feel like you are being targeted - but phishing is generally not personal. The more emails that scammers can send out, the more details and information they can try to steal.

Remember, don’t click any links, open attachments, provide any details or even reply to a phishing email. 

The best thing to do is to delete it from your account - and you may be able to use your email settings to ‘block sender’.

If you think you’ve given any confidential details (such as your credit card or account numbers) to a phishing site, contact your bank or financial institution immediately to let them know. You can also visit the Australian Government’s Scamwatch report a scam page to report it.

If you are not sure about an email you have received which looks like it may be from Synergy, please call us on 13 13 53.