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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. 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. 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.
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.
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.
Are any credits applicable during test events?
You will only receive credits for test events if the total duration of the test event exceeds one hour. Any test event with a duration of more than one hour will be treated as an activation event and applicable Activation Credits or Energy Offset Credits will be payable in respect of the test event. You will only receive credits for test events if the total duration of the test event exceeds one hour. Any test event with a duration of more than one hour will be treated as an activation event and applicable Activation Credits or Energy Offset Credits will be payable in respect of the test event.
My Wi-Fi password/internet provider changed, do I need to do anything?
When your Wi-Fi password or internet provider changes, your cloud connected battery system will likely go offline until it reconnects to the internet. If you have changed your internet provider, router, or Wi-Fi password, you will need to update the Wi-Fi or network settings on your battery system. If you’re not sure how this works, check your user manual or contact your installer. To ensure you are eligible for credits you will need to ensure your system is connected to a reliable internet connection. When your Wi-Fi password or internet provider changes, your cloud connected battery system will likely go offline until it reconnects to the internet. If you have changed your internet provider, router, or Wi-Fi password, you will need to update the Wi-Fi or network settings on your battery system. If you’re not sure how this works, check your user manual or contact your installer. To ensure you are eligible for credits you will need to ensure your system is connected to a reliable internet connection.
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.