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Why can’t I use my username and password to log in to My Account?
The security and privacy of our customers’ information is our highest priority and Synergy undertakes regular assessment and continuous improvement of our security measures, against best-practice industry standards. We have introduced SMS and email authentication to enhance customer security and this is now a mandatory step each time you log into My Account. You will no longer be able to log in with your username and password, instead you will need to provide your supply address (normally your home address) exactly as it appears on your Synergy bill and provide your phone number and/or email address to receive a one-time use code to log in to My Account. The security and privacy of our customers’ information is our highest priority and Synergy undertakes regular assessment and continuous improvement of our security measures, against best-practice industry standards. We have introduced SMS and email authentication to enhance customer security and this is now a mandatory step each time you log into My Account. You will no longer be able to log in with your username and password, instead you will need to provide your supply address (normally your home address) exactly as it appears on your Synergy bill and provide your phone number and/or email address to receive a one-time use code to log in to My Account.
How to finalise a deceased estate
Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm. Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps. Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account. You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address. If required we’ll contact you to finalise arrangements in respect of the account. Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days. Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm. Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps. Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account. You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address. If required we’ll contact you to finalise arrangements in respect of the account. Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days.
I’ve logged into My Account. Where do I find my bill?
Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format. Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format.
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 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). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 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).
How to set up a Synergy billing account
You will need a Synergy billing account for electricity at your new home. We’re here to help you get it set up. To get started, you’ll need to have these details ready: Your new home address Your contact details Your move-in date Your landlord’s contact details (if you’re renting) Your banking details or debit/credit card (if you want to set up direct debit)* * Synergy Direct Debit Agreement terms and conditions apply. You will need a Synergy billing account for electricity at your new home. We’re here to help you get it set up. To get started, you’ll need to have these details ready: Your new home address Your contact details Your move-in date Your landlord’s contact details (if you’re renting) Your banking details or debit/credit card (if you want to set up direct debit)* * Synergy Direct Debit Agreement terms and conditions apply.
If I have a battery, can I participate in DEBS?
Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more
Which payment options do not incur transaction fees or payment surcharges?
We offer the following payment options which do not occur transaction fees or a payment surcharge: Payment through My Account from your bank account Direct Debit* from your bank account Using BPAY View and paying directly from your bank account^ Online from your bank account using Synergy's 'Pay My Bill' form In person at Australia Post if you are an eligible concession card holder, a residential customer who is 65 years of age or older or you are currently considered by Synergy to be experiencing financial hardship * Direct Debit Service Agreement terms and conditions apply. ^ Your financial institution's BPAY View terms and conditions apply. Contact your financial institution for more information. We offer the following payment options which do not occur transaction fees or a payment surcharge: Payment through My Account from your bank account Direct Debit* from your bank account Using BPAY View and paying directly from your bank account^ Online from your bank account using Synergy's 'Pay My Bill' form In person at Australia Post if you are an eligible concession card holder, a residential customer who is 65 years of age or older or you are currently considered by Synergy to be experiencing financial hardship * Direct Debit Service Agreement terms and conditions apply. ^ Your financial institution's BPAY View terms and conditions apply. Contact your financial institution for more information.
Why is the scheme changing?
Rooftop solar systems, batteries, electric vehicles, microgrids and other technologies are transforming Western Australia’s electricity system. These small-scale devices, known as Distributed Energy Resources (or DER) present both challenges and opportunities for the way we produce, manage and consume electricity in our State. DEBS has been introduced to give customers the ability to harness value from the DER technology, such as batteries, and sell excess energy back to the grid. With the WA Government’s introduction of DEBS, the price paid for electricity exported by eligible customers will better represent the actual cost of electricity at different times of the day. The new pricing structure will encourage households to make more use of their solar in the middle of the day and encourage installation of west facing panels, producing solar power for longer in the day so households can make the most of the peak rate under the new scheme. Rooftop solar systems, batteries, electric vehicles, microgrids and other technologies are transforming Western Australia’s electricity system. These small-scale devices, known as Distributed Energy Resources (or DER) present both challenges and opportunities for the way we produce, manage and consume electricity in our State. DEBS has been introduced to give customers the ability to harness value from the DER technology, such as batteries, and sell excess energy back to the grid. With the WA Government’s introduction of DEBS, the price paid for electricity exported by eligible customers will better represent the actual cost of electricity at different times of the day. The new pricing structure will encourage households to make more use of their solar in the middle of the day and encourage installation of west facing panels, producing solar power for longer in the day so households can make the most of the peak rate under the new scheme.
My bill has gone up since the AMI Meter was installed
AMI Meters record consumption electronically. In some cases, this may be more accurate than previous electro-mechanical accumulation meters. This is because electronic meter technology is a significant advance over electro-mechanical meters. AMI Meters record consumption electronically. In some cases, this may be more accurate than previous electro-mechanical accumulation meters. This is because electronic meter technology is a significant advance over electro-mechanical meters.
Why is multi-factor authentication required?
Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA. Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.
What is Advanced Metering Infrastructure (AMI)
Advanced Metering Infrastructure brings together advanced meters (or AMI meters), radio frequency communications points and intelligent metering software systems to deliver the latest benefits in electricity metering technology. Your new AMI meter records electricity usage in 30-minute intervals and that data is available to you the following business day on My Account The introduction of AMI Meters is one of the biggest and most innovative changes to how energy is measured in WA. Advanced Metering Infrastructure brings together advanced meters (or AMI meters), radio frequency communications points and intelligent metering software systems to deliver the latest benefits in electricity metering technology. Your new AMI meter records electricity usage in 30-minute intervals and that data is available to you the following business day on My Account The introduction of AMI Meters is one of the biggest and most innovative changes to how energy is measured in WA.
How will I know my missing payments query has been resolved?
Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account. Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account.
Where can I find my payment number?
You'll find this at the bottom right of your bill (that's the 10 digit number on the first page just below the dotted line). You'll find this at the bottom right of your bill (that's the 10 digit number on the first page just below the dotted line).
How long does it take to connect a meter to our building site?
It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas. It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas.
How do I update my concessions?
The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account
How do I modify my Direct Debit by Instalment amount?
You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
How does Synergy’s multi-factor authentication for My Account work?
To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account. To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account.
What kind of information does Synergy collect about me?
The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you. The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you.
What happens if I increase my battery size?
If your upgraded battery system is installed, commissioned, and tested in line with Synergy’s latest communication software requirements your upgraded battery will be eligible to participate in Battery Rewards. If your upgraded battery system is installed, commissioned, and tested in line with Synergy’s latest communication software requirements your upgraded battery will be eligible to participate in Battery Rewards.
Do I need a new meter to install solar and how do I arrange this?
To install a solar power system you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid (thanks to your solar system). To install a solar power system you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid (thanks to your solar system).
Moving home?
We know you have a lot on when you're moving. That's why we've made it easy for you to manage your move online. Complete a moving home application We know you have a lot on when you're moving. That's why we've made it easy for you to manage your move online. Complete a moving home application
How much does it cost to submit a Freedom of Information request?
The rate of fees and charges are set under the FOI Act Regulations. Apart from the application fee for non-personal information, all charges are discretionary. The rate of fees and charges are set under the FOI Act Regulations. Apart from the application fee for non-personal information, all charges are discretionary.
What info will I need to sign up for Direct Debit?
Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit
Can I get any credit in my account refunded to my bank account?
No. If you’re transferring your customer account to a different address, then your credit may be carried forward and applied to future bills at the new address. This is subject to the terms and conditions applying to the WA Household Electricity Credit. The WA Household Electricity Credit is non-refundable. Customers will not be able to seek a refund or cash-out any surplus amount, it can only be used as an offset against costs associated with the supply of electricity at the residential premises. No. If you’re transferring your customer account to a different address, then your credit may be carried forward and applied to future bills at the new address. This is subject to the terms and conditions applying to the WA Household Electricity Credit. The WA Household Electricity Credit is non-refundable. Customers will not be able to seek a refund or cash-out any surplus amount, it can only be used as an offset against costs associated with the supply of electricity at the residential premises.
I’m not on the Synergy Home Plan (A1) plan, are my costs also increasing?
In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a time of use (TOU) pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2025. In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a time of use (TOU) pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2025.
Can I cancel My Account?
Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account
Am I notified of successful Direct Debit transactions?
No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.
Micro inverter
Micro inverters sound cute – and they’re also really clever. They convert DC power to AC, just like a normal inverter. If your solar panels come with micro inverters, these will be positioned on the back of each panel. These types of inverters can cope in any type of weather condition over a longer time each day. They are most suitable for spaces that have shading issues or have panels facing a number of ways. Micro inverters sound cute – and they’re also really clever. They convert DC power to AC, just like a normal inverter. If your solar panels come with micro inverters, these will be positioned on the back of each panel. These types of inverters can cope in any type of weather condition over a longer time each day. They are most suitable for spaces that have shading issues or have panels facing a number of ways.
How does self-reading your meter work?
You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings. You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings.
When will price changes come into effect?
Changes to regulated electricity tariffs, fees, charges, and DEBS buyback rates are effective from 1 July 2025, subject to relevant legislation taking effect by that date. See synergy.net.au/pricechanges for details on the changes. Changes to regulated electricity tariffs, fees, charges, and DEBS buyback rates are effective from 1 July 2025, subject to relevant legislation taking effect by that date. See synergy.net.au/pricechanges for details on the changes.
How can I reduce my energy usage?
There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog. There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog.
What are the technical specifications to participate in Synergy Battery Rewards?
Your battery system and all system components must meet the Tier 1 and Tier 2 product requirements set out in Synergy's Functionality Requirements. Your system solution must also be listed under the category "DER-Storage" on Synergy’s Supported Solutions List. Each inverter OR all inverters combined must meet the minimum 2.5kVA capacity requirement. Each approved battery OR all approved batteries combined must meet the minimum 5 unit storage capacity requirement and The system must meet the system availability requirements in Synergy’s Functionality Requirements. Your battery system and all system components must meet the Tier 1 and Tier 2 product requirements set out in Synergy's Functionality Requirements. Your system solution must also be listed under the category "DER-Storage" on Synergy’s Supported Solutions List. Each inverter OR all inverters combined must meet the minimum 2.5kVA capacity requirement. Each approved battery OR all approved batteries combined must meet the minimum 5 unit storage capacity requirement and The system must meet the system availability requirements in Synergy’s Functionality Requirements.
Can I specify a reserved minimum for my battery system for my own usage?
You can specify a reserved minimum for your own usage in your battery system’s app, that Synergy cannot access and use as part of activation events. Increasing the value for this reserved minimum will reduce the amount of energy delivered as part of the events and result in reduced activation credits paid to you. You can specify a reserved minimum for your own usage in your battery system’s app, that Synergy cannot access and use as part of activation events. Increasing the value for this reserved minimum will reduce the amount of energy delivered as part of the events and result in reduced activation credits paid to you.
What is the average daily electricity usage in Perth?
Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool. Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool.
Why do I have to provide proof of payment if I have a missing payment?
Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank. Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank.
What is My Account?
My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
What happens if I'm on a time of use plan and start to use more energy during the day?
If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle
What happens if my new home has solar and or battery storage installed?
Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more. Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more.
Why is multi-factor authentication required?
Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA. Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.
Why are these prices changing?
Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services. Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services.
How can I follow up on my missing payments query?
If you need to follow up regarding your Missing Payments query obtain your 800-ticket number from the automated response you would have received after you submitted your proof. Call Synergy on either 13 13 53 for residential account enquiries or 13 13 54 for business accounts, advise the answering agent that you have a Missing Payments query you would like to follow up on & provide them with your 800-ticket number. If you need to follow up regarding your Missing Payments query obtain your 800-ticket number from the automated response you would have received after you submitted your proof. Call Synergy on either 13 13 53 for residential account enquiries or 13 13 54 for business accounts, advise the answering agent that you have a Missing Payments query you would like to follow up on & provide them with your 800-ticket number.
I’m not on the Synergy Home Plan (A1) plan, are my costs also increasing?
In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a TOU pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2024. In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a TOU pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2024.
What information will I need to apply for the Distributed Energy Buyback Scheme (DEBS)?
The fastest and simplest way is to apply online when your system is connected to the grid. The fastest and simplest way is to apply online when your system is connected to the grid.
Can I view the Synergy website in another language?
Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services. Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services.
Can I change my green energy contribution at any time?
Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account
Inverter
An inverter is a device used to convert direct current (DC) power into applied current (AC) power. Solar panels and batteries use DC power so they need an inverter to convert the power into AC power so that it can be connected to the grid and also used by most of our appliances. An inverter is a device used to convert direct current (DC) power into applied current (AC) power. Solar panels and batteries use DC power so they need an inverter to convert the power into AC power so that it can be connected to the grid and also used by most of our appliances.
Understanding my solar bill
The 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. The 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.
Is the NaturalPower and EasyGreen contribution changing?
Each year we review the rate you pay for your NaturalPower and EasyGreen contribution. The rate you pay for your NaturalPower and EasyGreen contribution will change effective from 1 July 2024. The price Synergy pays for Large-scale Generation Certificates (LGCs) is currently lower than the year before. This means the price that you pay per unit of NaturalPower or EasyGreen electricity will decrease to 5.7122 cents per unit (incl GST). The NaturalPower and EasyGreen products include a contribution paid by you (above the standard regulated retail tariff) that is used to purchase LGCs from nationally-accredited GreenPower renewable energy sources, helping your household or business to work towards becoming carbon neutral. Renewable energy purchased by Synergy with these contributions is then fed into the electricity grid, where it mixes with energy produced from non-renewable sources before being supplied to your home or business. For more about Synergy's green energy options, visit synergy.net.au/greenenergy Each year we review the rate you pay for your NaturalPower and EasyGreen contribution. The rate you pay for your NaturalPower and EasyGreen contribution will change effective from 1 July 2024. The price Synergy pays for Large-scale Generation Certificates (LGCs) is currently lower than the year before. This means the price that you pay per unit of NaturalPower or EasyGreen electricity will decrease to 5.7122 cents per unit (incl GST). The NaturalPower and EasyGreen products include a contribution paid by you (above the standard regulated retail tariff) that is used to purchase LGCs from nationally-accredited GreenPower renewable energy sources, helping your household or business to work towards becoming carbon neutral. Renewable energy purchased by Synergy with these contributions is then fed into the electricity grid, where it mixes with energy produced from non-renewable sources before being supplied to your home or business. For more about Synergy's green energy options, visit synergy.net.au/greenenergy
What can I do to ensure my personal and financial information are safe?
You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.