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Opting Out of Advanced Metering
Western Power allows some customers to ‘opt-out’ of Advanced Metering if they meet Western Power’s eligibility criteria. ‘Opting out’ means the new meter remains, with the RF communications device removed. If you seek to ‘opt-out’ and you meet Western Power’s eligibility criteria to do so, your Advanced Meter will be reverted to a basic meter, and you will be required to be a “self-read” customer. Western Power allows some customers to ‘opt-out’ of Advanced Metering if they meet Western Power’s eligibility criteria. ‘Opting out’ means the new meter remains, with the RF communications device removed. If you seek to ‘opt-out’ and you meet Western Power’s eligibility criteria to do so, your Advanced Meter will be reverted to a basic meter, and you will be required to be a “self-read” customer.
What are my payment options?
As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you. As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you.
Table of Interval Data Products That Require AMI
Residential Interval Data Products Non-Residential Interval Data Products Synergy Midday Saver Synergy Business Time of Use® (R1) Synergy Electric Vehicle Add-On* Synergy Electric Vehicle Home Plan Synergy Smart Home Plan* Synergy SmartPower® (SM1)* Synergy Community Energy^ * legacy product not available to new customers ^product only available to Synergy customers in case management and hardship programs per Synergy’s discretion Residential Interval Data Products Non-Residential Interval Data Products Synergy Midday Saver Synergy Business Time of Use® (R1) Synergy Electric Vehicle Add-On* Synergy Electric Vehicle Home Plan Synergy Smart Home Plan* Synergy SmartPower® (SM1)* Synergy Community Energy^ * legacy product not available to new customers ^product only available to Synergy customers in case management and hardship programs per Synergy’s discretion
Opting out of a Synergy Interval Data product but retaining an Advanced Meter
Non-contestable customers (being those using less than an average of 137kwH/day) can choose to ‘opt-out’ of a Synergy interval data product but retain their Advance Meter. If you choose this option, the wireless data collection and push-button re-energisation functionality remains on your Advanced Meter. Visibility of data daily becomes unavailable on your Synergy My Account; and you will only be provided with accumulation meter readings in alignment with your bi-monthly billing schedule. Non-contestable customers (being those using less than an average of 137kwH/day) can choose to ‘opt-out’ of a Synergy interval data product but retain their Advance Meter. If you choose this option, the wireless data collection and push-button re-energisation functionality remains on your Advanced Meter. Visibility of data daily becomes unavailable on your Synergy My Account; and you will only be provided with accumulation meter readings in alignment with your bi-monthly billing schedule.
What is a one-off bank transfer payment?
One off bank payment is a new, fee-free way of paying your Synergy bill using your bank details. Make a one off payment. All you need is your BSB and bank account number. One off bank payment is a new, fee-free way of paying your Synergy bill using your bank details. Make a one off payment. All you need is your BSB and bank account number.
Becoming a “Self-Read” Customer
“Self-Read” customers are those customers who read their own meter for Western Power. If you ‘opt-out’ of AMI, you will be required to register as a self-reader with Synergy. Once you’ve registered as a self-reader, Western Power will send you instructions on how to read your meter; and how to provide the readings when they are required for scheduled billing. “Self-Read” customers are those customers who read their own meter for Western Power. If you ‘opt-out’ of AMI, you will be required to register as a self-reader with Synergy. Once you’ve registered as a self-reader, Western Power will send you instructions on how to read your meter; and how to provide the readings when they are required for scheduled billing.
How do I find out what energy plan I'm on?
Grab a copy of your latest bill and turn over to the 1st page. Grab a copy of your latest bill and turn over to the 1st page.
How long do I have to install my system and still be eligible for REBS?
Customers who have applied to Synergy for REBS on or before 7 September 2020, and have received a Synergy reference number (RRN), will have 90 days to apply to Western Power for system approval. Once Western Power approves the application, customers will then have 6 months to have their system installed. If any of the above timelines are not met, the customer will need to reapply under DEBS. Customers who have applied to Synergy for REBS on or before 7 September 2020, and have received a Synergy reference number (RRN), will have 90 days to apply to Western Power for system approval. Once Western Power approves the application, customers will then have 6 months to have their system installed. If any of the above timelines are not met, the customer will need to reapply under DEBS.
I have moved into a property with existing DER. Will I be paid DEBS rates from Day 1 of my Move-In?
Yes if you are eligible, have applied and accepted the DEBS terms and conditions (contract) offered to you during the move-in process and have the appropriate metering in place, you will receive the DEBS buyback rates from the first day of your move-in. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS Rate applies to the first 50 units exported from a customer to the grid each day. If you are eligible, have existing (Distributed Energy Resources) and Synergy has accepted your DEBS application but the appropriate metering is not installed at your premises: Synergy will request (or has requested) a meter upgrade or a meter re-configuration from Western Power and Synergy at its discretion will pay an approved customer a Temporary Export Credit for each unit of energy exported into the grid on a net basis, from the move in date until the necessary metering has been installed. The Temporary Export Credit will be paid per below: Electricity net exported from eligible systems will be temporarily paid at 7.135 c/kWh. Following installation of the required metering and the commencement of the DEBS contract in accordance with its terms and conditions, the Temporary Export Credit will cease. Synergy reserves its discretion to remove the temporary export credit at any time. Yes if you are eligible, have applied and accepted the DEBS terms and conditions (contract) offered to you during the move-in process and have the appropriate metering in place, you will receive the DEBS buyback rates from the first day of your move-in. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS Rate applies to the first 50 units exported from a customer to the grid each day. If you are eligible, have existing (Distributed Energy Resources) and Synergy has accepted your DEBS application but the appropriate metering is not installed at your premises: Synergy will request (or has requested) a meter upgrade or a meter re-configuration from Western Power and Synergy at its discretion will pay an approved customer a Temporary Export Credit for each unit of energy exported into the grid on a net basis, from the move in date until the necessary metering has been installed. The Temporary Export Credit will be paid per below: Electricity net exported from eligible systems will be temporarily paid at 7.135 c/kWh. Following installation of the required metering and the commencement of the DEBS contract in accordance with its terms and conditions, the Temporary Export Credit will cease. Synergy reserves its discretion to remove the temporary export credit at any time.
Where can I find my account number?
It's the 8-12 digit number, located top right of your bill (on the front page). It's the 8-12 digit number, located top right of your bill (on the front page).
Who can’t opt out of having Advanced Metering?
Customers who are not permitted to ‘opt-out’ of having an Advanced Meter include: customers with dogs that prevent Western Power from accessing the meter; customers that have had previous safety incidents with Western Power personnel; customers with grid-connected assets such as solar, electric vehicles, and batteries; and customers who are classified as ‘Contestable’ under the Metering Code legislation (those using more than an average of 137kwH/day) Customers who are not permitted to ‘opt-out’ of having an Advanced Meter include: customers with dogs that prevent Western Power from accessing the meter; customers that have had previous safety incidents with Western Power personnel; customers with grid-connected assets such as solar, electric vehicles, and batteries; and customers who are classified as ‘Contestable’ under the Metering Code legislation (those using more than an average of 137kwH/day)
I have moved into a premise with an existing solar and/or battery system, am I eligible for DEBS?
From 6 November 2020, customers moving into a premises with an existing DER system installed will only be able to apply under DEBS, subject to the terms and conditions. Prior to 6 November 2020, customers moving into a premise with an existing DER system installed can choose to apply under either REBS or DEBS, subject to the terms and conditions. From 6 November 2020, customers moving into a premises with an existing DER system installed will only be able to apply under DEBS, subject to the terms and conditions. Prior to 6 November 2020, customers moving into a premise with an existing DER system installed can choose to apply under either REBS or DEBS, subject to the terms and conditions.
When do I receive my Paperless bill notification?
With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy
What is DEBS?
The Distributed Energy Buyback Scheme (DEBS) was launched by the State Government on 31 August 2020. It is available to eligible residential, not-for profit and education customers and offers a buyback rate for electricity exported back into the network, which appears on your bill as a credit. Under DEBS, electricity can now be exported from other sources of distributed energy technology, for example home battery storage and export-capable electric vehicle batteries. Small (no more than 5kW) renewable energy systems (i.e. solar PV) will continue to be able to export electricity to the grid. DEBS does not limit the size of consumer battery installations. DEBS will replace the existing Renewable Energy Buyback Scheme (REBS) for eligible new and upgraded systems. The Distributed Energy Buyback Scheme (DEBS) was launched by the State Government on 31 August 2020. It is available to eligible residential, not-for profit and education customers and offers a buyback rate for electricity exported back into the network, which appears on your bill as a credit. Under DEBS, electricity can now be exported from other sources of distributed energy technology, for example home battery storage and export-capable electric vehicle batteries. Small (no more than 5kW) renewable energy systems (i.e. solar PV) will continue to be able to export electricity to the grid. DEBS does not limit the size of consumer battery installations. DEBS will replace the existing Renewable Energy Buyback Scheme (REBS) for eligible new and upgraded systems.
When is the money debited from my account, if paying by Direct Debit?
The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account. The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.
What is multi-factor authentication?
Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account. Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account.
How does it work?
Advanced Meters can be read remotely via RF technology, with the data sent to Western Power. Western Power then validates the metering data and sends it to Synergy the following business day. Synergy uses that information to bill you for the electricity you have used. AMI records consumption in 30-minute blocks (also known as “intervals”), which you can access the following business day via your Synergy My Account. The monetary value of the interval consumption is also recorded and will be accessible via your Synergy My Account to allow you to see how your future Synergy bill is accruing. As a result, you will have greater visibility of your daily electricity usage and can help identify the best opportunities to save electricity. Advanced Meters can be read remotely via RF technology, with the data sent to Western Power. Western Power then validates the metering data and sends it to Synergy the following business day. Synergy uses that information to bill you for the electricity you have used. AMI records consumption in 30-minute blocks (also known as “intervals”), which you can access the following business day via your Synergy My Account. The monetary value of the interval consumption is also recorded and will be accessible via your Synergy My Account to allow you to see how your future Synergy bill is accruing. As a result, you will have greater visibility of your daily electricity usage and can help identify the best opportunities to save electricity.
How will I be billed for my gas usage? Will it be on my electricity invoice?
You'll receive a separate bill for gas and electricity. This will help with identification of your costs for different forms of energy. You'll receive a separate bill for gas and electricity. This will help with identification of your costs for different forms of energy.
I no longer want to receive promotional messages from Synergy
Aww snap! Are we coming on a little too strong? No worries – we’ll make sure we unsubscribe you from receiving Synergy promotional messages via email, phone or print. We'll still continue to notify you about updates to your electricity or gas supply including billing and changes to your account or energy contract. There are a couple of ways to opt out of receiving future, promotional messages from us... Call us on 13 13 53 - Monday to Friday, anytime between 7am - 7pm Or submit your request online: Select 'Unsubscribe me from receiving promotional messages' from the topic list. You'll just need to provide your account number and date of birth just to confirm your identity and check we have the right details. Aww snap! Are we coming on a little too strong? No worries – we’ll make sure we unsubscribe you from receiving Synergy promotional messages via email, phone or print. We'll still continue to notify you about updates to your electricity or gas supply including billing and changes to your account or energy contract. There are a couple of ways to opt out of receiving future, promotional messages from us... Call us on 13 13 53 - Monday to Friday, anytime between 7am - 7pm Or submit your request online: Select 'Unsubscribe me from receiving promotional messages' from the topic list. You'll just need to provide your account number and date of birth just to confirm your identity and check we have the right details.
How come my electric bill is so high?
Receiving a high electricity bill can be a shock. In most cases, if your electric bill is higher than usual, you may have been using more electricity without realising. For instance, a change in weather can affect our usage when we try to heat up or cool down our house. Other factors such as new appliances, house guests, and holidays where more people are at home can also contribute to a higher than usual electric bill. Find out more on why your electric bill may be high. Receiving a high electricity bill can be a shock. In most cases, if your electric bill is higher than usual, you may have been using more electricity without realising. For instance, a change in weather can affect our usage when we try to heat up or cool down our house. Other factors such as new appliances, house guests, and holidays where more people are at home can also contribute to a higher than usual electric bill. Find out more on why your electric bill may be high.
How long does it take to connect my home?
If you're moving in to an existing home in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections. If you're moving in to an existing home in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.
What happens to my Direct Debit when I move house?
Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account. When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account) Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account. When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account)
Why does the cost of energy go up every year?
For many years, electricity tariffs in Western Australia have not reflected the full cost of producing and supplying electricity. To correct this shortfall, since 2009 the State Government has steadily increased tariff prices. For many years, electricity tariffs in Western Australia have not reflected the full cost of producing and supplying electricity. To correct this shortfall, since 2009 the State Government has steadily increased tariff prices.
Can Direct Debit payments be paid from any bank account?
Direct Debit works with most bank accounts within Australia only. Even better... we won't charge you any transaction fees if you nominate a bank account as your payment option (a small fee only applies to credit or debit card payments). For any bank account queries, please contact your bank. Direct Debit works with most bank accounts within Australia only. Even better... we won't charge you any transaction fees if you nominate a bank account as your payment option (a small fee only applies to credit or debit card payments). For any bank account queries, please contact your bank.
Renewable Energy Buyback scheme (REBS)
The Renewable Energy Buyback Scheme is no longer available to new applicants, it has been replaced with the Distributed Energy Buyback Scheme (DEBS). The Distributed Energy Buyback Scheme gives eligible customers a chance to earn money for sending excess energy from an eligible solar and/or a battery system back to the grid. Any money earned will be displayed as a credit on your next bill. Find out more The Renewable Energy Buyback Scheme is no longer available to new applicants, it has been replaced with the Distributed Energy Buyback Scheme (DEBS). The Distributed Energy Buyback Scheme gives eligible customers a chance to earn money for sending excess energy from an eligible solar and/or a battery system back to the grid. Any money earned will be displayed as a credit on your next bill. Find out more
I have received an SMS from 0408 673 340, is this from Synergy?
Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply. Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply.
Did the supply charges go up this year?
The fixed daily supply charge for the regulated residential tariff (A1) will increase by 2.50% from 1 July 2024. The fixed daily supply charge for the regulated residential tariff (A1) will increase by 2.50% from 1 July 2024.
Who is eligible for DEBS?
DEBS is available to households, schools, educational institutions and not-for-profits in WA who: Are an existing REBS customer who want to switch to DEBS; Are looking to install a new eligible renewable or distributed energy system; Are looking to upgrade their existing renewable or distributed energy system; or Are moving into a property with an existing renewable or distributed energy system on or after 6 November 2020. All systems need to be eligible as per the Terms and Conditions. DEBS is available to households, schools, educational institutions and not-for-profits in WA who: Are an existing REBS customer who want to switch to DEBS; Are looking to install a new eligible renewable or distributed energy system; Are looking to upgrade their existing renewable or distributed energy system; or Are moving into a property with an existing renewable or distributed energy system on or after 6 November 2020. All systems need to be eligible as per the Terms and Conditions.
How do I calculate my electricity usage?
When you receive a bill from us, you can find a summary of your energy consumption halfway down your bill. Here, you’ll also find the amount of energy you’ve consumed compared to your last bill as well as the year before if that data is available. Learn more about understanding your bill. When you receive a bill from us, you can find a summary of your energy consumption halfway down your bill. Here, you’ll also find the amount of energy you’ve consumed compared to your last bill as well as the year before if that data is available. Learn more about understanding your bill.
Are there any additional costs for My Account?
No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account
How do I apply for new unmetered electricity supplies?
You will need to apply for new unmetered electricity supplies using the Unmetered Electricity Supplies application form. You will need to apply for new unmetered electricity supplies using the Unmetered Electricity Supplies application form.
Am I eligible for concessions?
Good news. If you have one of the following concession cards, then you may be eligible for a number of rebates that could assist you with paying your energy bills: Commonwealth Seniors Health Card Health Care Card Pensioner Concession Card Veterans' Affairs Gold Card Veterans' Affairs Pensioner Concession Card Learn more about the different rebates and concessions you may be eligible for Good news. If you have one of the following concession cards, then you may be eligible for a number of rebates that could assist you with paying your energy bills: Commonwealth Seniors Health Card Health Care Card Pensioner Concession Card Veterans' Affairs Gold Card Veterans' Affairs Pensioner Concession Card Learn more about the different rebates and concessions you may be eligible for
Battery
This is an electrochemical device used to store energy for a range of uses – from noisy toys to energy to use in your home. The main purpose of a battery for your home is to store excess solar PV that’s generated by your solar system, so you can use that energy when there’s no sun to power your PV system. This is an electrochemical device used to store energy for a range of uses – from noisy toys to energy to use in your home. The main purpose of a battery for your home is to store excess solar PV that’s generated by your solar system, so you can use that energy when there’s no sun to power your PV system.
Power
Power is the rate at which energy is flowing, or the rate at which work is being done. While energy is measured in terms of time, power is not. It’s just expressed in watts or kilowatts (kW). Power is the rate at which energy is flowing, or the rate at which work is being done. While energy is measured in terms of time, power is not. It’s just expressed in watts or kilowatts (kW).
Total Energy Throughout
This is the amount of energy a battery is able to provide over its entire design life. It is calculated by multiplying the usable energy a battery system has by that batteries cycle life. This is an important factor to consider when comparing the upfront cost of different products as it will give a better indication of value for money. It is usually expressed in megawatt hours(MWh). One MWh is equal to 1000 KWh. Total energy throughput (MWh) = usable energy (kWh) x battery cycle life / 1000 This is the amount of energy a battery is able to provide over its entire design life. It is calculated by multiplying the usable energy a battery system has by that batteries cycle life. This is an important factor to consider when comparing the upfront cost of different products as it will give a better indication of value for money. It is usually expressed in megawatt hours(MWh). One MWh is equal to 1000 KWh. Total energy throughput (MWh) = usable energy (kWh) x battery cycle life / 1000
Why is my bill so high?
There are many factors that can influence the size of your energy bill and the cost of electricity is just one of them. If your bill seems higher than normal, or you'd like it to be lower, here are some things to consider. There are many factors that can influence the size of your energy bill and the cost of electricity is just one of them. If your bill seems higher than normal, or you'd like it to be lower, here are some things to consider.
How do I set up Direct Debit?
The quickest and easiest way, is via My Account - where you can also update your nominated bank account or credit/debit card details (when required). If you need any help getting set up, then talk to one of our friendly customer service representatives on 13 13 53. Set and forget with Direct Debit The quickest and easiest way, is via My Account - where you can also update your nominated bank account or credit/debit card details (when required). If you need any help getting set up, then talk to one of our friendly customer service representatives on 13 13 53. Set and forget with Direct Debit
What is my electricity bill breakdown?
There are a number of elements that make up your electricity bill including network costs to Western Power, government policy costs, retail costs to supply energy to you and your supply and usage costs. Break down your bill with our electricity bill breakdown tool. There are a number of elements that make up your electricity bill including network costs to Western Power, government policy costs, retail costs to supply energy to you and your supply and usage costs. Break down your bill with our electricity bill breakdown tool.
How do I know my money has paid for renewable energy sources?
Synergy will only use your contribution to purchase renewable energy certificates (RECs) from Australia's nationally accredited source Greenpower. Renewable energy purchased by Synergy is fed in to the electricity grid where it mixes with energy produced from non-renewable sources; before being supplied to your home. Synergy will only use your contribution to purchase renewable energy certificates (RECs) from Australia's nationally accredited source Greenpower. Renewable energy purchased by Synergy is fed in to the electricity grid where it mixes with energy produced from non-renewable sources; before being supplied to your home.
How do I register for My Account?
It only takes a few minutes, just grab a copy of your Synergy bill. All you need is your account number and name as printed on your bill and you can start using My Account straight away. When you register, you’ll be asked to make up your own username, password and a password hint. Register for My Account It only takes a few minutes, just grab a copy of your Synergy bill. All you need is your account number and name as printed on your bill and you can start using My Account straight away. When you register, you’ll be asked to make up your own username, password and a password hint. Register for My Account
Can I get a discount?
If you’ve got a concession card, you could qualify for rebates that could make paying your bills easier. Find out if you're eligible If you’ve got a concession card, you could qualify for rebates that could make paying your bills easier. Find out if you're eligible
Can I connect energy to my new home while my old home is still connected?
Yes you can. As long as the previous account holder has already closed their account before your nominated move in date. Transfer your connection Yes you can. As long as the previous account holder has already closed their account before your nominated move in date. Transfer your connection
Photovoltaic (PV)
In really simple terms, the photovoltaic process turns light into energy. With your solar panels, the PV process turns the sun’s energy into a flow of electrons which can then be turned into a direct current and sent to your inverter. In really simple terms, the photovoltaic process turns light into energy. With your solar panels, the PV process turns the sun’s energy into a flow of electrons which can then be turned into a direct current and sent to your inverter.
How do I change my Direct Debit details?
You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. To make changes to your Direct Debit arrangement you will need to advise us of the change at least 5 business days before your next Direct Debit withdrawal date, so your details and arrangement are updated before your next scheduled Direct Debit withdrawal date. You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. To make changes to your Direct Debit arrangement you will need to advise us of the change at least 5 business days before your next Direct Debit withdrawal date, so your details and arrangement are updated before your next scheduled Direct Debit withdrawal date.
What if I do not have a time-of-use compatible meter?
Most recently built homes have a compatible meter that can be re-programmed to suit a time-of-use tariff. Otherwise, you need to have a new meter installed. There are two types of meters which you can choose from depending on the existing meter installed at your property or the appliances you use. Meter options and installation costs for new and existing homes are available on the product information page. When you are ready to request a new meter, please either contact us to arrange installation at your home. If you are unsure which meter is best for you, consider contacting an electrician for advice. Most recently built homes have a compatible meter that can be re-programmed to suit a time-of-use tariff. Otherwise, you need to have a new meter installed. There are two types of meters which you can choose from depending on the existing meter installed at your property or the appliances you use. Meter options and installation costs for new and existing homes are available on the product information page. When you are ready to request a new meter, please either contact us to arrange installation at your home. If you are unsure which meter is best for you, consider contacting an electrician for advice.
How do I add a mobile number or email address to my Synergy account?
Please call our contact centre on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 Monday to Friday 8am to 5pm (business customers), to update your account details. Please call our contact centre on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 Monday to Friday 8am to 5pm (business customers), to update your account details.
Why do I receive adjusted bills?
If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle. If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle.
Why do I still need to pay for electricity with solar connected?
You pay to be connected to the network and only pay for electricity when your panels aren't producing enough energy to power your home. You pay to be connected to the network and only pay for electricity when your panels aren't producing enough energy to power your home.
What is the current Renewable Energy Buyback Scheme (REBS) rate?
Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid
How can I keep track of my usage?
No matter the season, there's always something that will be affecting your power and gas usage. Whether it's heaters in winter or air conditioning in the warmer months, it can be difficult to work it exactly how much of an affect these appliances have on your bill. With a couple of the tools Synergy provides, it's a easy for any household to track their energy usage and lower their bill with smarter consumption. No matter the season, there's always something that will be affecting your power and gas usage. Whether it's heaters in winter or air conditioning in the warmer months, it can be difficult to work it exactly how much of an affect these appliances have on your bill. With a couple of the tools Synergy provides, it's a easy for any household to track their energy usage and lower their bill with smarter consumption.