Most popular FAQ's
- Here's why your bill might have been estimated
There are a number of reasons your bill might be estimated. The common reasons which may be behind your bill estimation are:
- Issues with access to your meter,
- Meter affected by fault or damage,
- Issues with your self-read information,
- Partial interval meter data, or
- Other circumstances
- Where can I find a copy of my bill?
- How often will I get billed for gas?
We’ll send your gas bill to the billing address we have on file, or to your inbox if you’ve signed up for Paperless. You’ll generally get a bill every second month.
- Can Direct Debit payments be paid from any bank account?
Direct Debit works with most bank accounts within Australia only. Even better... we won't charge you any transaction fees if you nominate a bank account as your payment option (a small fee only applies to credit or debit card payments).
For any bank account queries, please contact your bank.
- Can I cancel Paperless at any time?
Yes. My Account makes it easy for you to switch between paper and paperless at any time.
Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better.
- Can I receive my bill notification via SMS?
Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees.
Another good reason to switch to Paperless.
- Can my bill be emailed to more than 1 email address?
No. To avoid confusion or double-payment, your bill notifications are delivered to one email address only. By default, this is the email address you nominated when switching to Paperless. You can change your email address at any time in the ‘My details’ section in My Account.
- Does Synergy remind me if my bill is overdue?
If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not.depending on if you’re registered for Paperless. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee.
If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 54 - we're here to help.
- How can I save money on my bill?
There are a number of challenges when it comes to saving money on your gas and residential bill thanks to the range of variables that affect energy consumption in the modern household.From your climate to the number of people living under one roof, it can be difficult to manage everything without help. Thankfully, Synergy provides tools its customers can use to find where they can save power and lower their bill.Read more
- How we calculate your bill
Western Power reads your meter at regular intervals and supplies us with the information to produce your bill.Read more
The information we receive from Western Power is called ‘meter data’ or ‘energy data’. This data is obtained from actual meter readings or estimated meter readings. Synergy is required to use the data when calculating your bill.
We calculate your bill by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’.
- Is my payment number the same as my account number?
No, your account number is unique to your account and is the 8-12 digit number located top right of your bill (on the front).
Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. You can use this payment number when conveniently paying your bill online using a credit or debit card
- Is paying online using my credit/debit card secure?
We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 256-bit SSL encryption. The security details can be verified by clicking on the padlock icon in the web browser.Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint).
- Need more time to pay your bill?
Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy.
- Struggling to pay your bill?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills.
- Understanding my business bill
The business bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation.Read more
- What browsers are recommended for My Account and the Synergy website?
To ensure the best browsing experience, we recommend you download the latest version of...Read more
- What formats can I download my bill
You can download your bill as a PDF and in XLSX, CSV and XML file formats if your product is compatible.
XLSX, CSV and XML are provided in addition to the PDF format to provide the ability to download billing data in an easy to use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to the user manual on which format is required for your system.
- What happens to my Direct Debit when I move premises?
Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.
When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property.
You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address.
- What is a network access charge?
The Economic Regulation Authority approved Western Power's fourth Access Arrangement (AA4). The Access Arrangement determines how much Synergy must pay to Western Power to transport electricity to its customers.Read more
- What is a payment extension?
A payment extension just gives you a little more time to pay your business bill before your next bill payment is due. All you need is a copy of your bill details handy to apply.Read more
- What makes up the cost of my business bill?
Ever wondered what makes up your electricity bill? Knowing what goes into your bill could help you understand how to better manage your energy use.
Your power bill is made up of a combination of cost factors, including:
- How much electricity your business uses
- When you use electricity
- Government energy policies in WA and nationally
- Market conditions
- What should I do if I can't afford to pay when my payment extension is due?
If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 54. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill).
- When do I receive my Paperless bill notification?
With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online.
You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless.
- When is the money debited from my account, if paying by Direct Debit?
The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.
- When will I receive my first bill?
In general, your meter is read once every 2 months. When you get your first bill after moving in depends on the Western Power scheduled meter reading date in your area.
- When you can't pay your bill
Everyone’s circumstances are different and may change. So if you’re having difficulties paying your bill on time, it’s better to let us know sooner rather than later. We have solutions to help make paying easier. If you leave it too late to contact us we may not be able to help.Read more
- Where can I find my account number?
It's the 8-12 digit number, located top right of your bill (on the front page).
- Why is my bill so high?
Does your business bill seem higher than normal? Electricity usage can be affected by a range of factors. Here are some things to keep in mind when reviewing power use in your company.Read more
- Will I still receive a bill if I switch to Paperless
Definitely. We'll just deliver your bill and any account notifications to your inbox instead. It's still the same bill - just with less trees involved and more convenient ways to open, print, file or share. If you need to switch back, you can!
- Will I still receive a Synergy bill if I sign up for BPAY View?
No, not directly to your inbox or mailbox. When you sign up for BPAY View you are agreeing for us to send your power bill to your online banking portal, which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy.
If you're signed up to BPAY View please be aware that you will not eligible for Paperless (including SMS). Should you want to opt in to Paperless, you'll need to contact your financial institution to cancel your BPAY View before we can opt you in.
- Will I still receive a Synergy bill if I sign up for Direct Debit?
Yes! You'll still receive a copy of your bill so you can keep track of your usage and check the amount that's due. We'll either send it by post or deliver it straight to your inbox, depending on your Paperless preferences.
We’ll still send your energy bill so you can keep track of your use and the amount that’s due. Instead of a due date, the date of the Direct debit will be shown.
Can’t find the answer above? Get in contact, we are happy to help
For business enquiries call 13 13 54
One of our friendly, team members will be happy to help you:
- 8am - 5pm, Monday to Friday (excluding public holidays)
- We may ask you a couple of questions about your business and energy usage - it helps to have a copy of your bill close by.
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