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Can the Direct Debit bank account be in a different name than my Synergy account?
If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here. If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here.
Are there any instalment amount limits?
There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank. There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank.
My last meter reading was estimated and it has prevented me from receiving my DEBS or REBS payment. What should I do?
There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - As part of the Automated REBS Payment Terms & Conditions, automated payments can only be made based on actual readings, taken by Western Power. If this condition is not met at the time you are being billed, the refund will not be processed automatically and your REBS credits remain against your account. This is to ensure the accuracy of the credits applied. There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. For REBS customers only - As part of the Automated REBS Payment Terms & Conditions, automated payments can only be made based on actual readings, taken by Western Power. If this condition is not met at the time you are being billed, the refund will not be processed automatically and your REBS credits remain against your account. This is to ensure the accuracy of the credits applied.
I don’t have a battery-ready inverter – what do I need to do?
There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter. There are many ways to configure a battery system. If you don’t have a battery ready inverter, you could get a battery system to be specially fitted with an existing PV system. This is not the most efficient solution but it might be cheaper than having to replace your current inverter.
Do I need approval from my local council to install a distributed energy system?
This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system. This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system.
What is the average electricity bill in Perth?
The average electricity bill in Perth will vary depending on the size of your household and different usage needs. For a 4 bedroom, 2 bathroom household your bill would be around $332*. If you live in a slightly smaller, 2 bedroom, 1 bathroom household, typically your bill would be around $212*. See how your bill compares to the average household electricity bill in your area by using our Compare Your Bill tool. The average electricity bill in Perth will vary depending on the size of your household and different usage needs. For a 4 bedroom, 2 bathroom household your bill would be around $332*. If you live in a slightly smaller, 2 bedroom, 1 bathroom household, typically your bill would be around $212*. See how your bill compares to the average household electricity bill in your area by using our Compare Your Bill tool.
What happens if my bank account has insufficient funds?
If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000. If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000.
Can I nominate somebody else to manage my connection?
Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB) Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB)
String inverter
You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way. You know the Christmas string lights that light up as a team – or don’t light up as a team? String inverters work in the same way.
Why am I no longer receiving the Cost of Living Allowance (CoLA) payment?
On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA). On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA).
What is a complaint?
A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB) A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB)
How do I suspend my Direct Debit by Instalment arrangement?
You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal. You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal.
How do I modify my Direct Debit by Instalment payment frequency?
You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
How can I reduce my energy usage?
There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog. There are many ways you can reduce energy consumption in your home. Small energy saving habits such as only running your washing machine with a full load, stopping your dishwasher before the energy-intensive drying cycle or switching appliances off at the wall, could make a difference to your energy costs. Synergy has a range of resources to help you understand and shape your energy use. See how your household’s energy usage compares to others using our clever Energy Tool, check out these handy energy saving tips, and don’t forget to follow our Energy Blog.
I am looking at purchasing solar/home battery storage/electric vehicle, how will this affect me?
Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers looking to install a new eligible distributed energy system or upgrade their existing system will be eligible under DEBS if they submit a completed application with Synergy, meeting all the other terms and conditions of the scheme. If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.
Opting back into AMI
If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. If you are a customer who has opted out of AMI and want to opt back in, Western Power will need to visit your premise to re-instate a RF communications card with your compatible meter. This service is ordered via Synergy and a fee will apply. To view the current metering fees applicable, please visit synergy.net.au/pricechanges.
What can I do if I’m struggling to pay my next bill?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay or creating a payment plan are some of the things we can do to help you manage your energy bills. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay or creating a payment plan are some of the things we can do to help you manage your energy bills. For customers impacted by our recent technical issues we are offering a like for like period of time to pay off the bill. Simply contact us on 13 13 53 between 7am and 7pm Monday to Friday and one of our friendly team will assist setting you up with a payment plan. Additional assistance may be available to customers experiencing financial hardship Read more
What is Direct Debit?
It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger. It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger.
I have an existing solar system and receive REBS, what do I need to do?
Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and conditions. Customers who are already receiving REBS, and make no change to their system, will continue to participate in REBS (subject to the REBS terms and conditions). However, if customers wish to apply for DEBS, they can do so, subject to the DEBS terms and conditions.
What should I do if I can't afford to pay when my payment extension is due?
If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 53. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected. If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 53. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected.