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How do I add a new Synergy account to Synergy My Account?
To understand how to add a new Synergy account to your Synergy My Account with step by step instructions, please click read more To understand how to add a new Synergy account to your Synergy My Account with step by step instructions, please click read more
Can I change or transfer the account holder on a Synergy account?
No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account. No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account.
How do I make sure Synergy has my card details on system so that I am eligible?
If you’re an eligible customer and received a one-off EAP boost payment, this would show on your bill as a single credit line from EAP. You can also view previous bills via My Account. If you’re an eligible customer and received a one-off EAP boost payment, this would show on your bill as a single credit line from EAP. You can also view previous bills via My Account.
What are the terms and conditions for Direct Debit?
The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement. The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement.
Is Battery Rewards available for all residential customers with compatible systems?
Battery Rewards is currently available for all eligible residential customers on residential tariffs (Home Plan (A1), Home Business Plan (K1), Midday Saver or Electric Vehicle Add On tariffs) that are installing a compatible battery storage system through the WA Residential Battery Scheme. Customers registered with life support equipment at the property will not be eligible to participate in the program. Battery Rewards is currently available for all eligible residential customers on residential tariffs (Home Plan (A1), Home Business Plan (K1), Midday Saver or Electric Vehicle Add On tariffs) that are installing a compatible battery storage system through the WA Residential Battery Scheme. Customers registered with life support equipment at the property will not be eligible to participate in the program.
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.
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.
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.
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.
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
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.
What is the WA government Energy Assistance Payment (WAEAP)
The WA Government Energy Assistance Payment (EAP) is a scheme that provides payment assistance to eligible customers with electricity costs. The EAP is currently $305.25 per year and is passed on to customers as equal deductions split across the customer bills for the year. The ‘normal’ or ‘base’ EAP will continue to be applied to customer bills in this way. The WA Government Energy Assistance Payment (EAP) is a scheme that provides payment assistance to eligible customers with electricity costs. The EAP is currently $305.25 per year and is passed on to customers as equal deductions split across the customer bills for the year. The ‘normal’ or ‘base’ EAP will continue to be applied to customer bills in this way.
Will my bill look the same?
If you have an Advanced Meter installed, you won’t need to do anything differently, but your bills will look a little different. If you have had an Advanced Meter installed, you will still see your total consumption appear on your bill. However, this will not include a reference to previous and current accumulation reads as Synergy will instead aggregate your half hourly interval reads into total consumption. Half hourly meter reading information is collected daily and will be available on your Synergy My Account, typically within one business day of Western Power collecting the data from your Advanced Meter. The interval data (half hourly data recordings) is collected daily and is typically available on Synergy’s website in My Account the following day. This will provide you with 48 readings per Advanced Meter register, per day – or approximately 2,880 recordings per meter register per bill. Synergy notes that you can still take accumulative consumption and generation reads yourself from the Advanced Meter registers, and your Synergy My Account will allow you to export intervals to Microsoft Excel so you can utilise this base data for your own purposes. If you have an Advanced Meter installed, you won’t need to do anything differently, but your bills will look a little different. If you have had an Advanced Meter installed, you will still see your total consumption appear on your bill. However, this will not include a reference to previous and current accumulation reads as Synergy will instead aggregate your half hourly interval reads into total consumption. Half hourly meter reading information is collected daily and will be available on your Synergy My Account, typically within one business day of Western Power collecting the data from your Advanced Meter. The interval data (half hourly data recordings) is collected daily and is typically available on Synergy’s website in My Account the following day. This will provide you with 48 readings per Advanced Meter register, per day – or approximately 2,880 recordings per meter register per bill. Synergy notes that you can still take accumulative consumption and generation reads yourself from the Advanced Meter registers, and your Synergy My Account will allow you to export intervals to Microsoft Excel so you can utilise this base data for your own purposes.
How will the AMI program benefit customers?
With the use of MyAccount, your bill will no longer be a surprise. You can track your daily electricity consumption and make immediate changes if your usage is higher than expected. Having access to the half hourly consumption data from the previous day will help customers pinpoint how power is being used at the premises. If your consumption is looking higher than you expect, you can make changes to your energy consumption to reduce the impact of your next bill. If you are considering solar, interval data will help you understand your daytime household power consumption and more accurately calculate your return on investment. Your AMI meter can be read remotely. The data is sent wirelessly with state-of-the-art encryption. This means estimated bills are (in the majority of cases) eliminated. AMI Meters can be remotely ‘armed’ by Western Power. Customers then reconnect the electricity to their property by pressing a button on the meter to enable faster re-connection of electricity to a property. Customers without an AMI enabled meter require a Western Power technician or crew to attend site to physically reinstate fuses and/or service leads. This can take up to 2 business days for metropolitan customers and up to 6 business days for rural customers. AMI Meters will help with the future development of new retail products and services, for example new tariffs that charge different rates at different times of the day, something that hasn’t been possible without interval enabled meters installed across a large portion of the network. In addition, Synergy intends to introduce several new products and features to assist customers in taking advantage of AMI Meters and interval data in the future, including giving customers the opportunity to request an AMI Meter even if it is not due for end-of-life replacement via Western Power. With the use of MyAccount, your bill will no longer be a surprise. You can track your daily electricity consumption and make immediate changes if your usage is higher than expected. Having access to the half hourly consumption data from the previous day will help customers pinpoint how power is being used at the premises. If your consumption is looking higher than you expect, you can make changes to your energy consumption to reduce the impact of your next bill. If you are considering solar, interval data will help you understand your daytime household power consumption and more accurately calculate your return on investment. Your AMI meter can be read remotely. The data is sent wirelessly with state-of-the-art encryption. This means estimated bills are (in the majority of cases) eliminated. AMI Meters can be remotely ‘armed’ by Western Power. Customers then reconnect the electricity to their property by pressing a button on the meter to enable faster re-connection of electricity to a property. Customers without an AMI enabled meter require a Western Power technician or crew to attend site to physically reinstate fuses and/or service leads. This can take up to 2 business days for metropolitan customers and up to 6 business days for rural customers. AMI Meters will help with the future development of new retail products and services, for example new tariffs that charge different rates at different times of the day, something that hasn’t been possible without interval enabled meters installed across a large portion of the network. In addition, Synergy intends to introduce several new products and features to assist customers in taking advantage of AMI Meters and interval data in the future, including giving customers the opportunity to request an AMI Meter even if it is not due for end-of-life replacement via Western Power.