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Will there be changes to residential electricity prices?
Yes, the regulated residential tariff payable on the Synergy Home Plan (A1) will increase by 2.50% from 1 July 2024 and there will also be increases to some of the Standard Fees and Charges. Updated pricing will be included in bills issued to customers from 1 July 2024 onwards for supply on and from this date. Yes, the regulated residential tariff payable on the Synergy Home Plan (A1) will increase by 2.50% from 1 July 2024 and there will also be increases to some of the Standard Fees and Charges. Updated pricing will be included in bills issued to customers from 1 July 2024 onwards for supply on and from this date.
What is the $600 WA Household Electricity Credit Offset?
The State Government announced on 4 October, as part of the 2020-21 State Budget, that a one-off electricity account credit will be applied as an offset to reduce electricity bills for eligible residential customer accounts. The $600 one-off WA Household Electricity Credit was applied to eligible customers’ accounts from 1 November 2020. For more information please refer to the Terms & Conditions. The State Government announced on 4 October, as part of the 2020-21 State Budget, that a one-off electricity account credit will be applied as an offset to reduce electricity bills for eligible residential customer accounts. The $600 one-off WA Household Electricity Credit was applied to eligible customers’ accounts from 1 November 2020. For more information please refer to the Terms & Conditions.
I am not billed by Synergy. Will I receive the Household Electricity Credit?
The State Government has advised that households who are not billed for their electricity by Synergy or Horizon, such as residents of caravan parks, retirement villages, apartment buildings or communities supplied by local mining companies, will be eligible for an equivalent credit, except in exceptional circumstances. Households that are billed by these other providers and were registered for the Energy Concession Extension Scheme (ECES) on 4 October 2020, will receive the credit automatically. Work is currently underway on an application process for households not billed directly by Synergy or Horizon Power and for those who are not eligible for ECES. This work is being completed by the State Government. Further information on the process for households not billed by Synergy or Horizon to obtain an equivalent credit is available at https://www.wa.gov.au/service/community-services/grants-and-subsidies/apply-household-electricity-credit. The State Government has advised that households who are not billed for their electricity by Synergy or Horizon, such as residents of caravan parks, retirement villages, apartment buildings or communities supplied by local mining companies, will be eligible for an equivalent credit, except in exceptional circumstances. Households that are billed by these other providers and were registered for the Energy Concession Extension Scheme (ECES) on 4 October 2020, will receive the credit automatically. Work is currently underway on an application process for households not billed directly by Synergy or Horizon Power and for those who are not eligible for ECES. This work is being completed by the State Government. Further information on the process for households not billed by Synergy or Horizon to obtain an equivalent credit is available at https://www.wa.gov.au/service/community-services/grants-and-subsidies/apply-household-electricity-credit.
How do I remove a Synergy account from Synergy My Account?
To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more
What are Synergy Engage operational hours?
Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only. Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only.
How do I make a claim for an electricity outage?
If you have experienced a planned or unplanned electricity outage and need to make a compensation claim for loss or damage, visit the Western Power claims page. You can make claims for extended power outages (12 hours or more), customer damage, or non-notification of planned work (less than 72 hours’ notice of a planned outage). If you need more details, get in contact with Western Power on 13 10 87 or visit their website. They are always happy to help. Make a claim If you have experienced a planned or unplanned electricity outage and need to make a compensation claim for loss or damage, visit the Western Power claims page. You can make claims for extended power outages (12 hours or more), customer damage, or non-notification of planned work (less than 72 hours’ notice of a planned outage). If you need more details, get in contact with Western Power on 13 10 87 or visit their website. They are always happy to help. Make a claim
I no longer want to receive Automated REBS Payments
No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53. No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53.
Do I have to pay for an Advanced Meter?
Advanced Meters are being installed as part of the Western Australian State Government’s “Energy Transformation Strategy” program, which aims to provide for cleaner, more reliable, and low-cost electricity. When installed as part of this program there is no upfront cost to you for an Advanced Meter. If your suburb has not yet been selected for the deployment of Advanced Metering as part of the program and you wish to obtain an Advanced Meter ahead of this, you can request a meter upgrade to have an Advanced Meter arranged by Synergy for a fee*. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. *Synergy notes that this is subject to certain eligibility criteria and that some rural suburbs may not yet have access to AMI. Advanced Meters are being installed as part of the Western Australian State Government’s “Energy Transformation Strategy” program, which aims to provide for cleaner, more reliable, and low-cost electricity. When installed as part of this program there is no upfront cost to you for an Advanced Meter. If your suburb has not yet been selected for the deployment of Advanced Metering as part of the program and you wish to obtain an Advanced Meter ahead of this, you can request a meter upgrade to have an Advanced Meter arranged by Synergy for a fee*. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. *Synergy notes that this is subject to certain eligibility criteria and that some rural suburbs may not yet have access to AMI.
How do I maximise value from my DER system?
All customers with a DER system (solar, battery or EV) will get the most value by self-consuming the energy they generate and/or store. By consuming the energy your panels produce first, you’ll save on the cost of electricity you’d otherwise draw from the grid. To get the best return on your solar investment, customers should switch their appliance usage for things like the dishwasher, dryer, pool pump or washing machine to the middle of the day. Drawing power from the grid 31.5823 cents* per unit (A1 residential tariff) Selling excess electricity (REBS) 7.1350 cents* per unit Selling excess electricity (DEBS) between 3pm and 9pm: 10 cents^ per unit before 3pm or after 9pm: 2 cents^ per unit *Effective as at 01 July 2024 For customers looking to install a new solar system, talk to your installer about the potential for installing west facing solar panels. That way your panels can make the most of the afternoon sun and the peak DEBS export period to export excess energy back to the grid when you are not self-consuming power. If you currently have, or are looking to install, a home battery or electric vehicle, contact your installer about how you can maximise the value of your system. All customers with a DER system (solar, battery or EV) will get the most value by self-consuming the energy they generate and/or store. By consuming the energy your panels produce first, you’ll save on the cost of electricity you’d otherwise draw from the grid. To get the best return on your solar investment, customers should switch their appliance usage for things like the dishwasher, dryer, pool pump or washing machine to the middle of the day. Drawing power from the grid 31.5823 cents* per unit (A1 residential tariff) Selling excess electricity (REBS) 7.1350 cents* per unit Selling excess electricity (DEBS) between 3pm and 9pm: 10 cents^ per unit before 3pm or after 9pm: 2 cents^ per unit *Effective as at 01 July 2024 For customers looking to install a new solar system, talk to your installer about the potential for installing west facing solar panels. That way your panels can make the most of the afternoon sun and the peak DEBS export period to export excess energy back to the grid when you are not self-consuming power. If you currently have, or are looking to install, a home battery or electric vehicle, contact your installer about how you can maximise the value of your system.
Do I ‘own’ the Advanced Meter at my premise?
Western Power in their role as the Electricity Network Operator owns, installs, operates and maintains the Advanced Meter at your premise; as such, electricity meters are an essential component of Western Power’s electricity network. Synergy bills you, based on the energy data obtained from the meter, in combination with the parameters of your chosen electricity plan. Western Power in their role as the Electricity Network Operator owns, installs, operates and maintains the Advanced Meter at your premise; as such, electricity meters are an essential component of Western Power’s electricity network. Synergy bills you, based on the energy data obtained from the meter, in combination with the parameters of your chosen electricity plan.
How much will my next bill be for?
Visit our Online tool for tips and tricks to assist with consumption reduction Paying smaller amounts more often through Direct Debit by Instalments can help with cash flow management. You get to choose how much (from $20), how often and from which account you make contributions to your bill. Pay via credit or debit card (a small fee may apply) or nominate a bank account (which is fee-free). You can track your payments via My Account. At the end of each billing cycle we will send you a bill detailing the status of your account and any outstanding amount owing, if any. Visit our Online tool for tips and tricks to assist with consumption reduction Paying smaller amounts more often through Direct Debit by Instalments can help with cash flow management. You get to choose how much (from $20), how often and from which account you make contributions to your bill. Pay via credit or debit card (a small fee may apply) or nominate a bank account (which is fee-free). You can track your payments via My Account. At the end of each billing cycle we will send you a bill detailing the status of your account and any outstanding amount owing, if any.
Disconnections
We do our best to avoid it, yet there are times when we have to disconnect the electricity supply to your property. We do our best to avoid it, yet there are times when we have to disconnect the electricity supply to your property.
Can you opt out of AMI if you are on a time of use product?
If you seek to ‘opt-out’ of AMI, you will no longer be eligible for certain Synergy products that are reliant on interval data. If you seek to ‘opt-out’ of AMI and you are on a Synergy product that is reliant on interval data, you will be moved to a product with a flat price regulated tariff. If you are a customer who has already ‘opted-out’ of AMI, you won’t be able to move off a regulated tariff unless you opt back in and have an Advanced Meter re-installed. If you seek to ‘opt-out’ of AMI, you will no longer be eligible for certain Synergy products that are reliant on interval data. If you seek to ‘opt-out’ of AMI and you are on a Synergy product that is reliant on interval data, you will be moved to a product with a flat price regulated tariff. If you are a customer who has already ‘opted-out’ of AMI, you won’t be able to move off a regulated tariff unless you opt back in and have an Advanced Meter re-installed.
Are Advanced Meters safe?
Advanced Meters installed in Australia are required to meet strict safety standards and comply with electromagnetic exposure limits developed by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). Advanced Meters emit a lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi. Visit the ARPANSA website for more information. Advanced Meters installed in Australia are required to meet strict safety standards and comply with electromagnetic exposure limits developed by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). Advanced Meters emit a lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi. Visit the ARPANSA website for more information.
I already have a home battery and want to apply for DEBS, how do I do this?
Customers wanting to apply for DEBS will be able to submit their application for DEBS to Synergy. Customers wanting to apply for DEBS will be able to submit their application for DEBS to Synergy.
Here's why your bill might have been estimated
There are a number of reasons your bill might be estimated. The common reasons which may be behind your bill estimation are: Issues with access to your meter, Meter affected by fault or damage, Issues with your self-read information, Partial interval meter data, or Other circumstances There are a number of reasons your bill might be estimated. The common reasons which may be behind your bill estimation are: Issues with access to your meter, Meter affected by fault or damage, Issues with your self-read information, Partial interval meter data, or Other circumstances
Who is eligible for the EAP boost payment?
To be eligible for the one-off EAP boost payment of $305.25, customers must have successfully applied to receive or be receiving the EAP before 30 September 2020. The one-off EAP boost payment was applied to the customer's account on 11 May 2020, if they were registered for the EAP by 30 April 2020. Eligible customers who registered for the EAP after 30 April 2020 and by the deadline date of 30 September 2020, received their one-off EAP boost payment by the 5th business day of the following month. Registrations have been completed and will appear as a credit on the next bill (after it’s been applied to your account). Customers receiving the boost payment will still be eligible for the 'normal' or ‘base’ EAP if they meet the eligibility requirements. To be eligible for the one-off EAP boost payment of $305.25, customers must have successfully applied to receive or be receiving the EAP before 30 September 2020. The one-off EAP boost payment was applied to the customer's account on 11 May 2020, if they were registered for the EAP by 30 April 2020. Eligible customers who registered for the EAP after 30 April 2020 and by the deadline date of 30 September 2020, received their one-off EAP boost payment by the 5th business day of the following month. Registrations have been completed and will appear as a credit on the next bill (after it’s been applied to your account). Customers receiving the boost payment will still be eligible for the 'normal' or ‘base’ EAP if they meet the eligibility requirements.
What payment options are available?
We have a number of flexible and tailored payment options available to support our customers including customised payments extensions or instalment plans. Visit here for more information. We have a number of flexible and tailored payment options available to support our customers including customised payments extensions or instalment plans. Visit here for more information.
I have checked that I am eligible to receive this one-off boost payment. What do I need to do to ensure Synergy credits my account?
For all customers that registered for the EAP before 17 March 2020, the one-off boost payment was automatically applied to your account. This was seen as a credit on your first bill that was generated after 11 May 2020. For eligible customers who were not receiving the EAP before 17 March 2020, these customers had until the 30 September 2020 to register their concession details. Once registered, eligible customers received the one-off EAP boost payment. For all customers that registered for the EAP before 17 March 2020, the one-off boost payment was automatically applied to your account. This was seen as a credit on your first bill that was generated after 11 May 2020. For eligible customers who were not receiving the EAP before 17 March 2020, these customers had until the 30 September 2020 to register their concession details. Once registered, eligible customers received the one-off EAP boost payment.
Here's why your meter might have not been read
There are a number of reasons why your meter may not have been read. Here are some important things to note: Western Power meter readers won’t enter any enclosure where there is a dog or signs of a dog, regardless of the breed or how friendly it seems. Western Power meter readers won’t climb over fences or gates to access your meter. Western Power meters readers won’t open meter boxes where there’s signs of bees or wasp nests. There are a number of reasons why your meter may not have been read. Here are some important things to note: Western Power meter readers won’t enter any enclosure where there is a dog or signs of a dog, regardless of the breed or how friendly it seems. Western Power meter readers won’t climb over fences or gates to access your meter. Western Power meters readers won’t open meter boxes where there’s signs of bees or wasp nests.