Help & advice search
We have found 251 results for your search
Who can’t opt out of having Advanced Metering?
Customers who are not permitted to ‘opt-out’ of having an Advanced Meter include: customers with dogs that prevent Western Power from accessing the meter; customers that have had previous safety incidents with Western Power personnel; customers with grid-connected assets such as solar, electric vehicles, and batteries; and customers who are classified as ‘Contestable’ under the Metering Code legislation (those using more than an average of 137kwH/day) Customers who are not permitted to ‘opt-out’ of having an Advanced Meter include: customers with dogs that prevent Western Power from accessing the meter; customers that have had previous safety incidents with Western Power personnel; customers with grid-connected assets such as solar, electric vehicles, and batteries; and customers who are classified as ‘Contestable’ under the Metering Code legislation (those using more than an average of 137kwH/day)
I have moved into a premise with an existing solar and/or battery system, am I eligible for DEBS?
From 6 November 2020, customers moving into a premises with an existing DER system installed will only be able to apply under DEBS, subject to the terms and conditions. Prior to 6 November 2020, customers moving into a premise with an existing DER system installed can choose to apply under either REBS or DEBS, subject to the terms and conditions. From 6 November 2020, customers moving into a premises with an existing DER system installed will only be able to apply under DEBS, subject to the terms and conditions. Prior to 6 November 2020, customers moving into a premise with an existing DER system installed can choose to apply under either REBS or DEBS, subject to the terms and conditions.
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. Switch to Paperless now. Just have a copy of your bill handy 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. Switch to Paperless now. Just have a copy of your bill handy
What is DEBS?
The Distributed Energy Buyback Scheme (DEBS) was launched by the State Government on 31 August 2020. It is available to eligible residential, not-for profit and education customers and offers a buyback rate for electricity exported back into the network, which appears on your bill as a credit. Under DEBS, electricity can now be exported from other sources of distributed energy technology, for example home battery storage and export-capable electric vehicle batteries. Small (no more than 5kW) renewable energy systems (i.e. solar PV) will continue to be able to export electricity to the grid. DEBS does not limit the size of consumer battery installations. DEBS will replace the existing Renewable Energy Buyback Scheme (REBS) for eligible new and upgraded systems. The Distributed Energy Buyback Scheme (DEBS) was launched by the State Government on 31 August 2020. It is available to eligible residential, not-for profit and education customers and offers a buyback rate for electricity exported back into the network, which appears on your bill as a credit. Under DEBS, electricity can now be exported from other sources of distributed energy technology, for example home battery storage and export-capable electric vehicle batteries. Small (no more than 5kW) renewable energy systems (i.e. solar PV) will continue to be able to export electricity to the grid. DEBS does not limit the size of consumer battery installations. DEBS will replace the existing Renewable Energy Buyback Scheme (REBS) for eligible new and upgraded systems.
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. 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.
What is multi-factor authentication?
Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account. Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account.
How does it work?
Advanced Meters can be read remotely via RF technology, with the data sent to Western Power. Western Power then validates the metering data and sends it to Synergy the following business day. Synergy uses that information to bill you for the electricity you have used. AMI records consumption in 30-minute blocks (also known as “intervals”), which you can access the following business day via your Synergy My Account. The monetary value of the interval consumption is also recorded and will be accessible via your Synergy My Account to allow you to see how your future Synergy bill is accruing. As a result, you will have greater visibility of your daily electricity usage and can help identify the best opportunities to save electricity. Advanced Meters can be read remotely via RF technology, with the data sent to Western Power. Western Power then validates the metering data and sends it to Synergy the following business day. Synergy uses that information to bill you for the electricity you have used. AMI records consumption in 30-minute blocks (also known as “intervals”), which you can access the following business day via your Synergy My Account. The monetary value of the interval consumption is also recorded and will be accessible via your Synergy My Account to allow you to see how your future Synergy bill is accruing. As a result, you will have greater visibility of your daily electricity usage and can help identify the best opportunities to save electricity.
How will I be billed for my gas usage? Will it be on my electricity invoice?
You'll receive a separate bill for gas and electricity. This will help with identification of your costs for different forms of energy. You'll receive a separate bill for gas and electricity. This will help with identification of your costs for different forms of energy.
I no longer want to receive promotional messages from Synergy
Aww snap! Are we coming on a little too strong? No worries – we’ll make sure we unsubscribe you from receiving Synergy promotional messages via email, phone or print. We'll still continue to notify you about updates to your electricity or gas supply including billing and changes to your account or energy contract. There are a couple of ways to opt out of receiving future, promotional messages from us... Call us on 13 13 53 - Monday to Friday, anytime between 7am - 7pm Or submit your request online: Select 'Unsubscribe me from receiving promotional messages' from the topic list. You'll just need to provide your account number and date of birth just to confirm your identity and check we have the right details. Aww snap! Are we coming on a little too strong? No worries – we’ll make sure we unsubscribe you from receiving Synergy promotional messages via email, phone or print. We'll still continue to notify you about updates to your electricity or gas supply including billing and changes to your account or energy contract. There are a couple of ways to opt out of receiving future, promotional messages from us... Call us on 13 13 53 - Monday to Friday, anytime between 7am - 7pm Or submit your request online: Select 'Unsubscribe me from receiving promotional messages' from the topic list. You'll just need to provide your account number and date of birth just to confirm your identity and check we have the right details.
How come my electric bill is so high?
Receiving a high electricity bill can be a shock. In most cases, if your electric bill is higher than usual, you may have been using more electricity without realising. For instance, a change in weather can affect our usage when we try to heat up or cool down our house. Other factors such as new appliances, house guests, and holidays where more people are at home can also contribute to a higher than usual electric bill. Find out more on why your electric bill may be high. Receiving a high electricity bill can be a shock. In most cases, if your electric bill is higher than usual, you may have been using more electricity without realising. For instance, a change in weather can affect our usage when we try to heat up or cool down our house. Other factors such as new appliances, house guests, and holidays where more people are at home can also contribute to a higher than usual electric bill. Find out more on why your electric bill may be high.