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How long will it take for Synergy to address my complaint?
We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled. We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled.
How does Synergy protect my personal information?
Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to. Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to.
Where do I update my credit card or bank account details for my Direct Debit?
Keep your credit card or bank account details for Direct Debit up-to-date, anytime, anywhere via My Account. Log in to My Account Please make any changes at least 5 business days before your next Direct Debit payment date so your details are updated in time. Keep your credit card or bank account details for Direct Debit up-to-date, anytime, anywhere via My Account. Log in to My Account Please make any changes at least 5 business days before your next Direct Debit payment date so your details are updated in time.
How do I submit a Freedom of Information request?
The proclamation of the Freedom of Information Act 1992 (WA) on 1 November 1993 gives the community a legal right of access to documents held by all state and local government organisations. A document includes any record or part of a record, and any copy or reproduction. It therefore covers files, computer printouts, maps, plans, photographs, tape recordings, films, video tapes or electronically-stored information. The proclamation of the Freedom of Information Act 1992 (WA) on 1 November 1993 gives the community a legal right of access to documents held by all state and local government organisations. A document includes any record or part of a record, and any copy or reproduction. It therefore covers files, computer printouts, maps, plans, photographs, tape recordings, films, video tapes or electronically-stored information.
What if I don't have a mobile number or email address linked to my Synergy account?
Please call our contact centre on 13 13 53 Monday to Friday 7am to 7pm (residential customers), or 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 Monday to Friday 7am to 7pm (residential customers), or 13 13 54 Monday to Friday 8am to 5pm (business customers) to update your account details.
I am a premium Feed-in Tariff (FiT) customer. Does this affect me?
The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated. The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated.
What is the average daily electricity usage in Perth?
Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool. Average daily electricity consumption can vary greatly from household to household depending on the number of people who live there, typical usage habits and lifestyle, to name a few factors. At Synergy, you can view your usage history in My Account. Otherwise, see how your bill compares to the average household electricity bill in your area using our Compare Your Bill tool.
Why do I have to provide proof of payment if I have a missing payment?
Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank. Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank.
What is My Account?
My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.