Help & advice search
We have found 251 results for your search
Changing your contact details?
If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes. If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes.
Does Synergy remind me if my bill is overdue?
If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee. If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 53 - we're here to help. If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee. If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 53 - we're here to help.
How can I lodge a complaint?
We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below. We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below.
How long will it take to receive a response to my Freedom of Information request?
Within 45 days you will be provided with a notice of decision which will include details such as: The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights. Within 45 days you will be provided with a notice of decision which will include details such as: The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights.
Alternating current (AC)
This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home. This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home.
Can I download my bill in other formats?
Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF) Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF)
Struggling to pay your bill or suffering financial hardship?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills. Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills.
Why are these prices changing?
Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. In unprecedented times like these, Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services. Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. In unprecedented times like these, Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services.
What standards does Synergy comply with to ensure the safety of my personal and financial information?
Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape. Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape.
I am an existing REBS customer and want to upgrade my system, how will this affect me?
Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.
How much will my electricity bill be?
To estimate how much your next electricity bill may be, you can track your usage history when you register for My Account. If you already have an account with us, simply log in to your account to compare your usage with similar households, access energy saving ticks and track your usage from any device. To estimate how much your next electricity bill may be, you can track your usage history when you register for My Account. If you already have an account with us, simply log in to your account to compare your usage with similar households, access energy saving ticks and track your usage from any device.
How long does it take to find a missing payment?
The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue. The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue.
What browsers are recommended for My Account and the Synergy website?
To ensure the best browsing experience, we recommend you download the latest version of: Google Chrome, Apple Safari or Microsoft Edge when accessing this website via a desktop or laptop Apple Safari or Google Chrome when accessing this website via your favourite mobile or tablet device. Some interactive features and forms across My Account use JavaScript technology - please set your browser preferences to support JavaScript. Some browsers may not fully support JavaScript – please refer to your browser's help for more details. Log in to My Account To ensure the best browsing experience, we recommend you download the latest version of: Google Chrome, Apple Safari or Microsoft Edge when accessing this website via a desktop or laptop Apple Safari or Google Chrome when accessing this website via your favourite mobile or tablet device. Some interactive features and forms across My Account use JavaScript technology - please set your browser preferences to support JavaScript. Some browsers may not fully support JavaScript – please refer to your browser's help for more details. Log in to My Account
String inverters
You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way. String inverters are the most common type of inverters on the market. They convert almost all of the energy generated by the sun into usable energy and function in a set as series. You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way. String inverters are the most common type of inverters on the market. They convert almost all of the energy generated by the sun into usable energy and function in a set as series.
Does my site have a green power dome installed?
Check your building site has underground power (the shiny green dome) or call Western Power on 13 10 87 to confirm. Check your building site has underground power (the shiny green dome) or call Western Power on 13 10 87 to confirm.
How can I follow up on my missing payments query?
If you need to follow up regarding your Missing Payments query obtain your 800-ticket number from the automated response you would have received after you submitted your proof. Call Synergy on either 13 13 53 for residential account enquiries or 13 13 54 for business accounts, advise the answering agent that you have a Missing Payments query you would like to follow up on & provide them with your 800-ticket number. If you need to follow up regarding your Missing Payments query obtain your 800-ticket number from the automated response you would have received after you submitted your proof. Call Synergy on either 13 13 53 for residential account enquiries or 13 13 54 for business accounts, advise the answering agent that you have a Missing Payments query you would like to follow up on & provide them with your 800-ticket number.
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 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 2024. 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 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 2024.
What information will I need to apply for the Distributed Energy Buyback Scheme (DEBS)?
The fastest and simplest way is to apply online when your system is connected to the grid. The fastest and simplest way is to apply online when your system is connected to the grid.
Can I view the Synergy website in another language?
Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services. Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services.
Can I change my green energy contribution at any time?
Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account
Inverter
An inverter is a device used to convert direct current (DC) power into applied current (AC) power. Solar panels and batteries use DC power so they need an inverter to convert the power into AC power so that it can be connected to the grid and also used by most of our appliances. An inverter is a device used to convert direct current (DC) power into applied current (AC) power. Solar panels and batteries use DC power so they need an inverter to convert the power into AC power so that it can be connected to the grid and also used by most of our appliances.
Do I need a new meter to install solar and how do I arrange this?
To install a solar power system you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid (thanks to your solar system). To install a solar power system you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid (thanks to your solar system).
Understanding my solar bill
The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation. The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation.
Is the NaturalPower and EasyGreen contribution changing?
Each year we review the rate you pay for your NaturalPower and EasyGreen contribution. The rate you pay for your NaturalPower and EasyGreen contribution will change effective from 1 July 2024. The price Synergy pays for Large-scale Generation Certificates (LGCs) is currently lower than the year before. This means the price that you pay per unit of NaturalPower or EasyGreen electricity will decrease to 5.7122 cents per unit (incl GST). The NaturalPower and EasyGreen products include a contribution paid by you (above the standard regulated retail tariff) that is used to purchase LGCs from nationally-accredited GreenPower renewable energy sources, helping your household or business to work towards becoming carbon neutral. Renewable energy purchased by Synergy with these contributions is then fed into the electricity grid, where it mixes with energy produced from non-renewable sources before being supplied to your home or business. For more about Synergy's green energy options, visit synergy.net.au/greenenergy Each year we review the rate you pay for your NaturalPower and EasyGreen contribution. The rate you pay for your NaturalPower and EasyGreen contribution will change effective from 1 July 2024. The price Synergy pays for Large-scale Generation Certificates (LGCs) is currently lower than the year before. This means the price that you pay per unit of NaturalPower or EasyGreen electricity will decrease to 5.7122 cents per unit (incl GST). The NaturalPower and EasyGreen products include a contribution paid by you (above the standard regulated retail tariff) that is used to purchase LGCs from nationally-accredited GreenPower renewable energy sources, helping your household or business to work towards becoming carbon neutral. Renewable energy purchased by Synergy with these contributions is then fed into the electricity grid, where it mixes with energy produced from non-renewable sources before being supplied to your home or business. For more about Synergy's green energy options, visit synergy.net.au/greenenergy
What can I do to ensure my personal and financial information are safe?
You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.
What information am I required to provide for a missing payment enquiry?
Missing BPay payments: Complete copy of a bank statement clearly showing; Payment amount Payment date Bank account holder/authorised payer 's name Biller code Payment reference number Receipt number You can find these details using online banking or by asking your financial institution for a copy of your statement. Missing Credit Card payments Complete copy of your credit card statement detailing the payment which includes: Payment date Payment amount Card holder’s name First 6 digits & last 3 digits of the card number You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing Australia Post payments Please provide a complete copy of your Australia Post receipt detailing the payment which includes: Payment date Payment amount Payment number Receipt number Post office location A copy of the complete receipt is required and must be readable - you can request a copy from the Australia Post location where payment was made. Missing Centrepay deductions Please provide a complete copy of your Centrelink Transaction History detailing the payment which includes: Payment amount/s Payment date/s Payment number Centrelink CRN Name of the Centrelink concession holder You can find a copy of your Transaction History in your MyGov account. You can also contact Centrelink and ask for a copy of Centrepay Deduction transaction history with the required information to be sent to you. Missing Cheque payments Please provide a complete copy of your bank statement detailing the payment which includes: Payment amount Date cheque has 'presented' with the bank You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing BPay payments: Complete copy of a bank statement clearly showing; Payment amount Payment date Bank account holder/authorised payer 's name Biller code Payment reference number Receipt number You can find these details using online banking or by asking your financial institution for a copy of your statement. Missing Credit Card payments Complete copy of your credit card statement detailing the payment which includes: Payment date Payment amount Card holder’s name First 6 digits & last 3 digits of the card number You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing Australia Post payments Please provide a complete copy of your Australia Post receipt detailing the payment which includes: Payment date Payment amount Payment number Receipt number Post office location A copy of the complete receipt is required and must be readable - you can request a copy from the Australia Post location where payment was made. Missing Centrepay deductions Please provide a complete copy of your Centrelink Transaction History detailing the payment which includes: Payment amount/s Payment date/s Payment number Centrelink CRN Name of the Centrelink concession holder You can find a copy of your Transaction History in your MyGov account. You can also contact Centrelink and ask for a copy of Centrepay Deduction transaction history with the required information to be sent to you. Missing Cheque payments Please provide a complete copy of your bank statement detailing the payment which includes: Payment amount Date cheque has 'presented' with the bank You can find these details through your online banking or by asking your financial institution for a copy of your statement.
When will I receive my final bill?
If you've submitted a move out request, we’ll issue a final bill and commence to close this account and terminate your contract after the move out date. It takes around 5 business days to process your request and you’ll receive your final bill after that. If you've submitted a move out request, we’ll issue a final bill and commence to close this account and terminate your contract after the move out date. It takes around 5 business days to process your request and you’ll receive your final bill after that.
Will any new security measures impact my online experience?
Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times. As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information. Below are a few specific items which can cause security related performance and access issues with MyAccount. You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure. Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times. As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information. Below are a few specific items which can cause security related performance and access issues with MyAccount. You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.
I’m struggling to pay my bill, can Synergy help?
If you're struggling with financial hardship, we’re here to help. We have a range of financial support options that may be available to you, to help you stay connected and get back on track. These include: Payment arrangements Assistance with HUGS Applications Keeping Connected Program Case Management For more information on how we can support you, go to synergy.net.au/hardship If you're struggling with financial hardship, we’re here to help. We have a range of financial support options that may be available to you, to help you stay connected and get back on track. These include: Payment arrangements Assistance with HUGS Applications Keeping Connected Program Case Management For more information on how we can support you, go to synergy.net.au/hardship
How do I find out if there's an outage in my area?
To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here. To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here.
Can the Direct Debit bank account be in a different name than my Synergy account?
If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here. If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here.
Are there any instalment amount limits?
There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank. There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank.
My last meter reading was estimated and it has prevented me from receiving my DEBS or REBS payment. What should I do?
There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - 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. There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - 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.
I don’t have a battery-ready inverter – what do I need to do?
There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter. There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter.
Do I need approval from my local council to install a distributed energy system?
This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system. This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system.
What is the average electricity bill in Perth?
The average electricity bill in Perth will vary depending on the size of your household and different usage needs. For a 4 bedroom, 2 bathroom household your bill would be around $332*. If you live in a slightly smaller, 2 bedroom, 1 bathroom household, typically your bill would be around $212*. See how your bill compares to the average household electricity bill in your area by using our Compare Your Bill tool. The average electricity bill in Perth will vary depending on the size of your household and different usage needs. For a 4 bedroom, 2 bathroom household your bill would be around $332*. If you live in a slightly smaller, 2 bedroom, 1 bathroom household, typically your bill would be around $212*. See how your bill compares to the average household electricity bill in your area by using our Compare Your Bill tool.
What happens if my bank account has insufficient funds?
If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000. If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000.
Can I nominate somebody else to manage my connection?
Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB) Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB)
String inverter
You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way. You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way.
Why am I no longer receiving the Cost of Living Allowance (CoLA) payment?
On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA). On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA).
What is a complaint?
A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB) A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB)
How do I suspend my Direct Debit by Instalment arrangement?
You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal. You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal.
How do I modify my Direct Debit by Instalment payment frequency?
You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
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.
I am looking at purchasing solar/home battery storage/electric vehicle, how will this affect me?
Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.
Opting back into AMI
If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges.
What can I do if I’m struggling to pay my next bill?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay or creating a payment plan are some of the things we can do to help you manage your energy bills. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay or creating a payment plan are some of the things we can do to help you manage your energy bills. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more
What is Direct Debit?
It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger. It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger.
I have an existing solar system and receive REBS, what do I need to do?
Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and conditions. Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and conditions.
What should I do if I can't afford to pay when my payment extension is due?
If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 53. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected. If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 53. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected.