Help & advice search
We have found 290 results for your search
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 activation standby window and how do energy offset credits work?
The activation standby window is the approximate two-hour window before a Battery Rewards activation event occurs. During this time any available capacity is put on hold, where your battery will be given the instruction to charge to full in preparation for the upcoming activation event. Energy offset credits will apply during this time to compensate for any energy you need to draw from the energy system, up to the maximum capacity of your battery. The activation standby window is the approximate two-hour window before a Battery Rewards activation event occurs. During this time any available capacity is put on hold, where your battery will be given the instruction to charge to full in preparation for the upcoming activation event. Energy offset credits will apply during this time to compensate for any energy you need to draw from the energy system, up to the maximum capacity of your battery.
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.
Can I choose not to participate in a particular event?
No, you cannot choose which events to participate in as it is managed through the cloud communications software within your battery inverter. No, you cannot choose which events to participate in as it is managed through the cloud communications software within your battery inverter.
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.
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
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 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.
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.
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.
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.
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.
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.
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.
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.
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
How can Synergy help me manage my bill?
Sometimes changes in your household, community and even global events can have an impact on your electricity use, your situation, and your income. We’re here to help make sure no one is left behind. Whether you need more time to pay your bill or you need some tips that could help reduce your bill, we’re here to provide the support you need. For more information on how Synergy is helping our customers, visit synergy.net.au/billhelp Sometimes changes in your household, community and even global events can have an impact on your electricity use, your situation, and your income. We’re here to help make sure no one is left behind. Whether you need more time to pay your bill or you need some tips that could help reduce your bill, we’re here to provide the support you need. For more information on how Synergy is helping our customers, visit synergy.net.au/billhelp
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.
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.
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.
How will I know if an activation event has happened?
You will not be notified before an event happens as it requires no action from you. All Battery Rewards events and associated reward credits will be reflected in your personalised quarterly activity statements and any credits from events for that quarter will be applied to your next Synergy bill. You will not be notified before an event happens as it requires no action from you. All Battery Rewards events and associated reward credits will be reflected in your personalised quarterly activity statements and any credits from events for that quarter will be applied to your next Synergy bill.
How much does it cost to apply for the Distributed Energy Buyback Scheme (DEBS)?
There’s a $7.53 fee (inclusive of GST) for your application to participate in the Distributed Energy Buyback Scheme (DEBS). This fee may change from time to time but as of 1 July 2025 it’s correct. Other additional costs may apply including the installation of a bi-directional electricity meter that separately measures the electricity flow in both directions. It records consumption (usage within the home) and export (excess electricity produced and exported back to the electricity network). There’s a $7.53 fee (inclusive of GST) for your application to participate in the Distributed Energy Buyback Scheme (DEBS). This fee may change from time to time but as of 1 July 2025 it’s correct. Other additional costs may apply including the installation of a bi-directional electricity meter that separately measures the electricity flow in both directions. It records consumption (usage within the home) and export (excess electricity produced and exported back to the electricity network).
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.