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Why can’t I receive Automated REBS payments if I am a self-reader?
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. 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.
Do I have to be home when my meter is read?
No. As long as the Western Power meter reader has access to your electricity meter, you don’t need to be home. If they're unable to enter your property or if your meter box is locked, then your consumption for that billing period may be estimated. If you need a key to be able to read your meter, then the meter box or gate needs to be fitted with a Western Power masterkey lock. You can purchase one of these from licensed locksmiths or security suppliers. Visit Western Power for more information about meter reading No. As long as the Western Power meter reader has access to your electricity meter, you don’t need to be home. If they're unable to enter your property or if your meter box is locked, then your consumption for that billing period may be estimated. If you need a key to be able to read your meter, then the meter box or gate needs to be fitted with a Western Power masterkey lock. You can purchase one of these from licensed locksmiths or security suppliers. Visit Western Power for more information about meter reading
Will I receive any compensation?
If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment. If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.
How long is the warranty for a battery?
It depends on your product. It’s good to compare warranties when you’re choosing which battery system best suits your needs. It depends on your product. It’s good to compare warranties when you’re choosing which battery system best suits your needs.
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. 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.
Why do we pay an over the counter fee?
There has been no increase to the over-the-counter fee of $2.10. Australia Post charges Synergy every time a customer pays their Synergy bill at post office. Customers can choose to avoid the over-the-counter fee by switching to Direct Debit. You are exempt from this over the counter fee if you are; An eligible concession card holder A residential customer aged 65 years and over Currently identified as being in hardship There has been no increase to the over-the-counter fee of $2.10. Australia Post charges Synergy every time a customer pays their Synergy bill at post office. Customers can choose to avoid the over-the-counter fee by switching to Direct Debit. You are exempt from this over the counter fee if you are; An eligible concession card holder A residential customer aged 65 years and over Currently identified as being in hardship
What will be the DEBS rate?
From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
How are activation credits calculated?
Activation credits apply only during Battery Rewards activation events. For an activation event, the activation credit is calculated by multiplying the activation credit rate by the export amount. For example, activation credit = activation credit rate x unit export amount. The export amount is the total unit exported from your battery connection point to the Western Power Network during the activation event, as measured from the metering point and capped at a maximum of the system’s installed battery capacity per unit. Activation credits apply only during Battery Rewards activation events. For an activation event, the activation credit is calculated by multiplying the activation credit rate by the export amount. For example, activation credit = activation credit rate x unit export amount. The export amount is the total unit exported from your battery connection point to the Western Power Network during the activation event, as measured from the metering point and capped at a maximum of the system’s installed battery capacity per unit.
How do I get the temporary meter removed?
Call us on 13 13 53 to arrange removal. We'll arrange with Western Power to remove the meter for you. Please note, a temporary supply removal fee of $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct. Call us on 13 13 53 to arrange removal. We'll arrange with Western Power to remove the meter for you. Please note, a temporary supply removal fee of $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct.
Can I add my concession card on more than one account?
Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence). Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence).
What does EasyGreen cost?
EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options
Why are home batteries so expensive?
The cost of a residential battery system is currently high because of the materials they are made from and the manufacturing process itself. This cost is likely to come down over time as the market establishes itself and the cost of the materials and manufacturing processes become more streamlined and automated. The cost of a residential battery system is currently high because of the materials they are made from and the manufacturing process itself. This cost is likely to come down over time as the market establishes itself and the cost of the materials and manufacturing processes become more streamlined and automated.
What precautions can I take to protect my security?
Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information. Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information.
What is the eligibility date for this?
To be eligible for the $600 credit, customers must be an existing residential customer of Synergy as at 4 October 2020, and supplied electricity under an eligible residential product. Any new customers that apply for a residential account after this date will not be eligible for the WA Household Electricity Credit. The WA Household Electricity Credit was applied as an offset to eligible customer accounts from 1 November 2020. To be eligible for the $600 credit, customers must be an existing residential customer of Synergy as at 4 October 2020, and supplied electricity under an eligible residential product. Any new customers that apply for a residential account after this date will not be eligible for the WA Household Electricity Credit. The WA Household Electricity Credit was applied as an offset to eligible customer accounts from 1 November 2020.
What is the difference between a Synergy account and My Account?
A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account. A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account.
How can Synergy help me manage my bill?
Sometimes changes in your household, community and even global events can have an impact on your electricity use, your situation, and your income. We’re here to help make sure no one is left behind. Whether you need more time to pay your bill or you need some tips that could help reduce your bill, we’re here to provide the support you need. For more information on how Synergy is helping our customers, visit synergy.net.au/billhelp Sometimes changes in your household, community and even global events can have an impact on your electricity use, your situation, and your income. We’re here to help make sure no one is left behind. Whether you need more time to pay your bill or you need some tips that could help reduce your bill, we’re here to provide the support you need. For more information on how Synergy is helping our customers, visit synergy.net.au/billhelp
Will I always receive credits from every activation event?
Depending on your household’s usage there will be times when you do not receive any credits from an activation event. You will only receive activation credits if your system is exporting energy back to the energy system during the activation event. Similarly, you will not receive energy offset credits during the activation standby window if you are not using energy from the energy system at this time. Depending on your household’s usage there will be times when you do not receive any credits from an activation event. You will only receive activation credits if your system is exporting energy back to the energy system during the activation event. Similarly, you will not receive energy offset credits during the activation standby window if you are not using energy from the energy system at this time.
Is my payment number the same as my account number?
It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card. It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card.
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. Switch now 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. Switch now
How is my electricity bill calculated?
To calculate your electricity bill, Western Power supplies us with ‘meter data’ which is collected from your meter at regular intervals. With this information, we then apply your nominated electricity tariff or plan to calculate your bill. Learn more about Bills & Payments. To calculate your electricity bill, Western Power supplies us with ‘meter data’ which is collected from your meter at regular intervals. With this information, we then apply your nominated electricity tariff or plan to calculate your bill. Learn more about Bills & Payments.