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Covid-19 business support

Most popular FAQ's

How is Synergy Helping its customers during the current COVID-19 crisis?

Synergy is launching a series of initiatives in support of the WA state government stimulus package to support all West Australians through the current COVID-19 crisis. 

As part of the initiatives, Synergy will be working with customers who are experiencing difficulty in paying their energy bills and assist them through these difficult times. 

Below are some of the initiatives that will be made available to customers until 31 July 2020. Synergy will continue to re-assess its position on these initiatives and extend the support as needed and assessed. 

  • Disconnections On-hold: Putting a temporary stop on disconnection activities from 23 March 2020 until 30 September 2020 for customers who consume less than 50MWh per annum.
  • Payment Extensions: Providing up to 100 days extension to eligible customers to pay their bill from the date of issue. 
  • Payment Arrangements Extensions:  Increasing access to Promise to Pay Arrangements.
  • Late Payment Charges Waiver: Removal of the overdue notice fee ($5.30) effective 23 March 2020.
  • Interest Charges Waiver: From 1 April 2020 Synergy will waive all late payment interest for customers who consume less than 50MWh per annum.
  • Dishonour Fee Waiver: Removal of cheque dishonour fee, direct debit dishonour fee and rejected payment/dishonour fee for failed direct debits and cheques, effective 03 April 2020.
 
Who is eligible for these Synergy initiatives?

All Residential Customers:

  • Will not be disconnected between 23 March 2020 and 30 September 2020.
  • Will have an option to apply for a payment extension of up to 100 days from the bill issue date.
  • Will have increased access to Promise to Pay Arrangements.
  • Will not have to pay any late payment fees or interest charges for overdue amounts from 1 April 2020.
  • Will not have to pay any dishonour fees for failed direct debits and cheques.

All Business Customers

  • Will not be disconnected between 23 March 2020 and 30 September 2020.
  • Will have an option to apply for a payment extension of up to 100 days from the bill issue date.
  • Will have increased access to Promise to Pay Arrangements. 

All Small to Medium Business (consuming less than 50MWh per annum)

  • In addition to the support measures mentioned under All Businesses
  • Will not have to pay any late payment fees or interest charges for overdue amounts from 1 April 2020.
  • Will not have to pay any dishonour fees for failed direct debits and cheques.

Customers that are finding it difficult to pay their electricity bills during the current COVID-19 crisis, can reach out to Synergy for assistance and access to these initiatives.

 

Other FAQ's

How long will these initiatives be in place for?
All the initiatives to support customers through COVID-19 crisis will be in place until at least 31 July 2020. Synergy will continue to re-assess the situation and will extend these initiatives and consider additional initiatives if required.
How can I access these initiatives?
Customers will be able to access all the initiatives through My Account or the Synergy website by self-serving or by calling 13 13 53 . Payment extension - the application form for a payment extension is available on the Synergy website. 

For all other initiatives, if you are facing difficulty please reach out to Synergy via our website or through phone at 13 13 53.
I’m not on an eligible (non-contestable) tariff, what assistance can I receive during this period?
Synergy understands this is a challenging time for all businesses and whilst you are not eligible for the WA Government’s Small Business and Charity Group Electricity Tariff offset, we encourage you to contact us so we can assess your circumstances to see what assistance we can provide. 
What is the WA Government Small Business and Charity Tariff Offset?

The WA Government has announced that they will provide electricity tariff assistance to eligible small business and charity groups on the C1, D1, K1, L1 and R1 tariffs to assist them in mitigating the economic impacts of COVID-19. Eligible customers will receive a one-off payment as an account offset of $2,500 on 1 May 2020.

The account offset will appear on your bill as the WA Small Business and Charity Tariff Offset.

Who is eligible for this account offset?
To be eligible for this account offset of $2,500, Small Business and Charity Group customers will need to be on an eligible tariff (either L1, R1, C1, D1 or K1) as of midnight 30 March 2020. Any customers that apply to be on an eligible tariff after midnight on 30 March 2020 will not be eligible for the one-off payment.
Can I get any offset in my account refunded to my bank account?

The account offset is expected to leave some eligible customers' accounts in credit. If this occurs, that credit will be carried forward and applied to future bills. Customers will not be able to seek a “refund” of this surplus amount related to the WA Government Small Business and Charity Group Electricity Tariff Offset if their account is in credit.

If the account holder closes their account and the Small Business and Charity Tariff Offset has not been fully applied to the account, any remaining balance will be returned to the WA Government and not refunded or cashed-out.

Do I need to do anything to apply for the offset?
The offset of $2,500 will be automatically added to eligible Synergy accounts on 1 May 2020. You will not need to complete any forms to apply.
I currently receive my energy bill directly from my landlord as I am on a sub-meter. Will I be eligible for the payment?

Customers on a sub-meter will NOT be eligible for the payment.

It is noted that some small businesses (e.g. shopping centre tenants) may not benefit from this measure as they do not have a direct billing relationship with Synergy. These businesses are within embedded networks, where the property owner contracts with an electricity supplier and then allocates electricity costs to the tenants based on their tenancy agreements. Tenants should get in touch with their landlords or strata manager to discuss their energy arrangements.

Additionally, the WA Government has a range of measures in place to support local businesses through the current crisis. Please search for COVID 19 coronavirus on WA.gov.au

Will I get the offset if I have closed my account?

The WA Small Business and Charity Tariff Offset is available only to non-contestable small business customers and charities with an active account with Synergy receiving supply under an eligible tariff (either the L1, R1, C1, D1 or K1 tariff) as of effective midnight 30 March 2020.

If you have already closed your account, and are looking to re-open it and are needing some support, we encourage you to contact us so we can assess your circumstances to see what assistance we can provide.

I have been running a small business from home but on A1 tariff; how can I claim the WA Small Business and Charity Offset?

The Small Business and Charity Tariff Offset is available only to non-contestable eligible small business customers and charities with an active account with Synergy receiving supply under an eligible tariff (either the L1, R1, C1, D1 or K1 tariff) as of effective midnight 30 March 2020.  

If you are on A1 tariff, which is a residential tariff, you unfortunately are ineligible for the Small Business and Charity Tariff Offset.

Will I get the offset if I have changed tariff in last few weeks and the new tariff I am on is not an eligible tariff?
Unfortunately you will not be eligible for the WA Small Business and Charity Tariff Offset as it is only available to non-contestable small business customers and charities with an active account with Synergy receiving supply under an eligible tariff (either the L1, R1, C1, D1 or K1 tariff) as of midnight 30 March 2020. Your eligibility will be assessed based on the tariff your business is supplied under as of midnight 30 March 2020.

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