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Moving home?
We know you have a lot on when you're moving. That's why we've made it easy for you to manage your move online. Complete a moving home application We know you have a lot on when you're moving. That's why we've made it easy for you to manage your move online. Complete a moving home application
How much does it cost to submit a Freedom of Information request?
The rate of fees and charges are set under the FOI Act Regulations. Apart from the application fee for non-personal information, all charges are discretionary. The rate of fees and charges are set under the FOI Act Regulations. Apart from the application fee for non-personal information, all charges are discretionary.
What info will I need to sign up for Direct Debit?
Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit
Can I get any credit in my account refunded to my bank account?
No. If you’re transferring your customer account to a different address, then your credit may be carried forward and applied to future bills at the new address. This is subject to the terms and conditions applying to the WA Household Electricity Credit. The WA Household Electricity Credit is non-refundable. Customers will not be able to seek a refund or cash-out any surplus amount, it can only be used as an offset against costs associated with the supply of electricity at the residential premises. No. If you’re transferring your customer account to a different address, then your credit may be carried forward and applied to future bills at the new address. This is subject to the terms and conditions applying to the WA Household Electricity Credit. The WA Household Electricity Credit is non-refundable. Customers will not be able to seek a refund or cash-out any surplus amount, it can only be used as an offset against costs associated with the supply of electricity at the residential premises.
I’m not on the Synergy Home Plan (A1) plan, are my costs also increasing?
In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a time of use (TOU) pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2025. In line with the 2.50% announced by the State Government for the A1 (Home Plan) tariff Synergy are maintaining consistency across our other tariffs for customers who have chosen to opt into a time of use (TOU) pricing product. There is still a need for an increase to cover increasing energy costs however, so this will also be 2.50% effective 1st July 2025.
Can I cancel My Account?
Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account
Am I notified of successful Direct Debit transactions?
No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.
Micro inverter
Micro inverters sound cute – and they’re also really clever. They convert DC power to AC, just like a normal inverter. If your solar panels come with micro inverters, these will be positioned on the back of each panel. These types of inverters can cope in any type of weather condition over a longer time each day. They are most suitable for spaces that have shading issues or have panels facing a number of ways. Micro inverters sound cute – and they’re also really clever. They convert DC power to AC, just like a normal inverter. If your solar panels come with micro inverters, these will be positioned on the back of each panel. These types of inverters can cope in any type of weather condition over a longer time each day. They are most suitable for spaces that have shading issues or have panels facing a number of ways.
How does self-reading your meter work?
You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings. You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings.
When will price changes come into effect?
Changes to regulated electricity tariffs, fees, charges, and DEBS buyback rates are effective from 1 July 2025, subject to relevant legislation taking effect by that date. See synergy.net.au/pricechanges for details on the changes. Changes to regulated electricity tariffs, fees, charges, and DEBS buyback rates are effective from 1 July 2025, subject to relevant legislation taking effect by that date. See synergy.net.au/pricechanges for details on the changes.
How can I reduce my energy usage?
There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog. There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog.
What are the technical specifications to participate in Synergy Battery Rewards?
Your battery system and all system components must meet the Tier 1 and Tier 2 product requirements set out in Synergy's Functionality Requirements. Your system solution must also be listed under the category "DER-Storage" on Synergy’s Supported Solutions List. Each inverter OR all inverters combined must meet the minimum 2.5kVA capacity requirement. Each approved battery OR all approved batteries combined must meet the minimum 5 unit storage capacity requirement and The system must meet the system availability requirements in Synergy’s Functionality Requirements. Your battery system and all system components must meet the Tier 1 and Tier 2 product requirements set out in Synergy's Functionality Requirements. Your system solution must also be listed under the category "DER-Storage" on Synergy’s Supported Solutions List. Each inverter OR all inverters combined must meet the minimum 2.5kVA capacity requirement. Each approved battery OR all approved batteries combined must meet the minimum 5 unit storage capacity requirement and The system must meet the system availability requirements in Synergy’s Functionality Requirements.
Can I specify a reserved minimum for my battery system for my own usage?
You can specify a reserved minimum for your own usage in your battery system’s app, that Synergy cannot access and use as part of activation events. Increasing the value for this reserved minimum will reduce the amount of energy delivered as part of the events and result in reduced activation credits paid to you. You can specify a reserved minimum for your own usage in your battery system’s app, that Synergy cannot access and use as part of activation events. Increasing the value for this reserved minimum will reduce the amount of energy delivered as part of the events and result in reduced activation credits paid to you.
What is the average daily electricity usage in Perth?
Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool. Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool.
Why do I have to provide proof of payment if I have a missing payment?
Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank. Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank.
What is My Account?
My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
What happens if I'm on a time of use plan and start to use more energy during the day?
If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle
What happens if my new home has solar and or battery storage installed?
Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more. Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more.
Why is multi-factor authentication required?
Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA. Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.