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Are there any instalment amount limits?
There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank. There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank.
My last meter reading was estimated and it has prevented me from receiving my DEBS or REBS payment. What should I do?
There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - As part of the Automated REBS Payment Terms & Conditions, automated payments can only be made based on actual readings, taken by Western Power. If this condition is not met at the time you are being billed, the refund will not be processed automatically and your REBS credits remain against your account. This is to ensure the accuracy of the credits applied. There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - As part of the Automated REBS Payment Terms & Conditions, automated payments can only be made based on actual readings, taken by Western Power. If this condition is not met at the time you are being billed, the refund will not be processed automatically and your REBS credits remain against your account. This is to ensure the accuracy of the credits applied.
I don’t have a battery-ready inverter – what do I need to do?
There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter. There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter.
Do I need approval from my local council to install a distributed energy system?
This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system. This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system.
I am looking at purchasing solar/home battery storage/electric vehicle, how will this affect me?
Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.
Opting back into AMI
If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges.
What can I do if I’m struggling to pay my next 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. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more 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. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more
I have an existing solar system and receive REBS, what do I need to do?
Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and conditions. Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and 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 53. 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). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected. 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 53. 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). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected.
Opting Out of Advanced Metering
Western Power allows some customers to ‘opt-out’ of Advanced Metering if they meet Western Power’s eligibility criteria. ‘Opting out’ means the new meter remains, with the RF communications device removed. If you seek to ‘opt-out’ and you meet Western Power’s eligibility criteria to do so, your Advanced Meter will be reverted to a basic meter, and you will be required to be a “self-read” customer. Western Power allows some customers to ‘opt-out’ of Advanced Metering if they meet Western Power’s eligibility criteria. ‘Opting out’ means the new meter remains, with the RF communications device removed. If you seek to ‘opt-out’ and you meet Western Power’s eligibility criteria to do so, your Advanced Meter will be reverted to a basic meter, and you will be required to be a “self-read” customer.