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Cycle life
Cycle life has nothing to do with cyclists wearing lycra and drinking lattes at your local café (although keep up the great work if you are one!). Cycle life is the number of charge/discharge cycles a battery can achieve prior to reaching end of its design life which is usually when its capacity is significantly reduced. Cycle life has nothing to do with cyclists wearing lycra and drinking lattes at your local café (although keep up the great work if you are one!). Cycle life is the number of charge/discharge cycles a battery can achieve prior to reaching end of its design life which is usually when its capacity is significantly reduced.
What happens if I want to cancel my solar application?
We understand that there are times that our customers want to cancel a solar application, whether it be because you've changed your mind about installing solar or you've proceeded with a different installer. We understand that there are times that our customers want to cancel a solar application, whether it be because you've changed your mind about installing solar or you've proceeded with a different installer.
Why do I need to notify you when I upgrade my system?
If you want to upgrade the size of your existing system you’ll need to complete the Distributed Energy Systems application form. If you want to change the capacity of your inverter, you’ll also need approval from Western Power before making any changes. For REBS customers, if you upgrade your system you may no longer be eligible for REBS and will need to apply for DEBS. If you want to upgrade the size of your existing system you’ll need to complete the Distributed Energy Systems application form. If you want to change the capacity of your inverter, you’ll also need approval from Western Power before making any changes. For REBS customers, if you upgrade your system you may no longer be eligible for REBS and will need to apply for DEBS.
Is Synergy an accredited GreenPower supplier?
Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and is cutting Australia’s greenhouse gas emissions by 65,000 tonnes per annum. That's equal to taking nearly 15,000 cars from our roads for one year. Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and is cutting Australia’s greenhouse gas emissions by 65,000 tonnes per annum. That's equal to taking nearly 15,000 cars from our roads for one year.
What is a payment arrangement?
If you’re experiencing payment difficulties and finding it hard to pay your Synergy bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments. If you’re experiencing payment difficulties and finding it hard to pay your Synergy bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments.
What is an export limit and how does it work?
An export limit refers to the maximum amount of solar energy generated by a rooftop solar PV system, in excess to personal consumption, that is permitted to be exported to, or feed back into, the electricity grid. The purpose of export limiting is to help ensure that the grid remains stable and safe. For the solar PV system to be export limited, at installation a sensor is attached to the inverter that determines the amount of current being sent to the grid (an export limiter). The inverter converts solar energy into electricity. This solar generated electricity offsets consumption at the property first at the time of generation and then anything in excess is exported to the grid. The export limiter controls the amount that can be exported to the grid. The offset of solar generated electricity against your personal consumption will help to reduce your electricity costs as you are not drawing electricity directly from the grid. Export limits are set in accordance with Western Power’s Basic Embedded Generator Connection Technical Requirements. How to apply: An application to install or connect a solar PV system that cannot meet ESM requirements and is required to be subject to an export limit cannot be completed online. To apply, please complete the Distributed Energy Systems Application for renewable energy system with an inverter capacity of up to 30kW form. An export limit refers to the maximum amount of solar energy generated by a rooftop solar PV system, in excess to personal consumption, that is permitted to be exported to, or feed back into, the electricity grid. The purpose of export limiting is to help ensure that the grid remains stable and safe. For the solar PV system to be export limited, at installation a sensor is attached to the inverter that determines the amount of current being sent to the grid (an export limiter). The inverter converts solar energy into electricity. This solar generated electricity offsets consumption at the property first at the time of generation and then anything in excess is exported to the grid. The export limiter controls the amount that can be exported to the grid. The offset of solar generated electricity against your personal consumption will help to reduce your electricity costs as you are not drawing electricity directly from the grid. Export limits are set in accordance with Western Power’s Basic Embedded Generator Connection Technical Requirements. How to apply: An application to install or connect a solar PV system that cannot meet ESM requirements and is required to be subject to an export limit cannot be completed online. To apply, please complete the Distributed Energy Systems Application for renewable energy system with an inverter capacity of up to 30kW form.
Would rooftop solar reduce my bill?
You could save on your electricity costs if you have solar panels installed. How much you could save depends on your energy consumption. Unless you have a battery or storage device, the solar power you generate (which occurs during the day) also needs to be used during the day. So, if you’re using heavy appliances at night, your solar panels won’t help to power these, and you won’t be maximising your solar investment. There are plenty of small changes you can make to better manage your energy usage. These changes could help you get more out of your solar panels. For example: Do your laundry during the day when your solar panels are receiving maximum sunlight, especially between 10am and 2pm. Keep energy usage to a minimum at night if possible. Use a slow-cooker to cook dinner during the day. Charge your phone, laptops and other devices during the day. To find out how you can get the most out of your rooftop solar, see more tips here. You could save on your electricity costs if you have solar panels installed. How much you could save depends on your energy consumption. Unless you have a battery or storage device, the solar power you generate (which occurs during the day) also needs to be used during the day. So, if you’re using heavy appliances at night, your solar panels won’t help to power these, and you won’t be maximising your solar investment. There are plenty of small changes you can make to better manage your energy usage. These changes could help you get more out of your solar panels. For example: Do your laundry during the day when your solar panels are receiving maximum sunlight, especially between 10am and 2pm. Keep energy usage to a minimum at night if possible. Use a slow-cooker to cook dinner during the day. Charge your phone, laptops and other devices during the day. To find out how you can get the most out of your rooftop solar, see more tips here.
What are Synergy Rights?
Synergy Rights refer to the permissions you give Synergy to remotely manage and operate your battery system as part of your participation in the Battery Rewards program (and by extension Synergy’s Virtual Power Plant program). By agreeing to the terms, you consent to Synergy doing the following at its discretion: Registering your system on Synergy’s servers. Connecting to your system remotely on an ongoing basis. Remotely operating your system, which may include: o Charging or discharging your battery, o Holding stored energy, and o Running test events, activation standby windows, and activation events. Adjusting your system settings. Monitoring your system’s performance. Receiving and using system data such as settings, capabilities, and status updates. Using advanced software and internet connectivity to support these functions. If you are a DEBS Customer, you also agree that Synergy may use your system for Emergency Solar Management (ESM) in line with the DEBS Terms and ESM Requirements. Certain Synergy Rights continue even after your agreement ends, specifically those related to system monitoring and ESM participation. Synergy Rights refer to the permissions you give Synergy to remotely manage and operate your battery system as part of your participation in the Battery Rewards program (and by extension Synergy’s Virtual Power Plant program). By agreeing to the terms, you consent to Synergy doing the following at its discretion: Registering your system on Synergy’s servers. Connecting to your system remotely on an ongoing basis. Remotely operating your system, which may include: o Charging or discharging your battery, o Holding stored energy, and o Running test events, activation standby windows, and activation events. Adjusting your system settings. Monitoring your system’s performance. Receiving and using system data such as settings, capabilities, and status updates. Using advanced software and internet connectivity to support these functions. If you are a DEBS Customer, you also agree that Synergy may use your system for Emergency Solar Management (ESM) in line with the DEBS Terms and ESM Requirements. Certain Synergy Rights continue even after your agreement ends, specifically those related to system monitoring and ESM participation.
When and for how long would a Battery Rewards activation event occur?
Battery Rewards activation events can occur no more than 30 times per year. Battery Rewards activation events are most likely to occur during peak demand periods. It’s likely that an activation event would occur between 3pm to 9pm in summer and winter. This is when extreme temperatures create a higher demand for electricity. Most events will run for two to three hours but could also run for up to four hours. Battery Rewards activation events can occur no more than 30 times per year. Battery Rewards activation events are most likely to occur during peak demand periods. It’s likely that an activation event would occur between 3pm to 9pm in summer and winter. This is when extreme temperatures create a higher demand for electricity. Most events will run for two to three hours but could also run for up to four hours.
How does Renewable Energy Buyback Scheme (REBS) affect my bill?
In a really good way! When the sun is shining bright, you'll harness the energy from the sun to power your home so you don't have to pay for any electricity during this time. Whenever your panels aren't producing enough energy to power your home, we'll supply the electricity to your home instead. So you'll only pay for the electricity we supply you. Plus, you'll also be doing your bit for the environment by reducing your carbon footprint. Any money earned for exporting energy back to the grid, will be displayed as a credit on your next bill. Once your credit reaches $75 or more... we'll deliver the money you've earned straight to your nominated bank account if you've registered for Automated REBS Payments. In a really good way! When the sun is shining bright, you'll harness the energy from the sun to power your home so you don't have to pay for any electricity during this time. Whenever your panels aren't producing enough energy to power your home, we'll supply the electricity to your home instead. So you'll only pay for the electricity we supply you. Plus, you'll also be doing your bit for the environment by reducing your carbon footprint. Any money earned for exporting energy back to the grid, will be displayed as a credit on your next bill. Once your credit reaches $75 or more... we'll deliver the money you've earned straight to your nominated bank account if you've registered for Automated REBS Payments.
Can I cancel my green energy contribution?
Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply. Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply.
Battery capacity
This is the amount of energy a battery is able to store and deliver in a single discharge. Battery capacity is usually measured in kilowatt hours (kWh) for home batteries. This is the amount of energy a battery is able to store and deliver in a single discharge. Battery capacity is usually measured in kilowatt hours (kWh) for home batteries.
Kilowatt (kW)
This is a unit that power is measured in. See the definition of power. This is a unit that power is measured in. See the definition of power.
Charge/discharge rate
This is the rate at which a battery can be charged and discharged. It’s a measurement of power and can be expressed in kilowatts(kW). The higher the charge rate, the faster your battery will be able to charge. The lower the discharge rate, the longer your battery will last but you’ll need to rely on the grid to support larger appliances. This is the rate at which a battery can be charged and discharged. It’s a measurement of power and can be expressed in kilowatts(kW). The higher the charge rate, the faster your battery will be able to charge. The lower the discharge rate, the longer your battery will last but you’ll need to rely on the grid to support larger appliances.
Kilowatt-Hour (kWh)
This is a unit of measurement for energy. See the definition of energy. This is a unit of measurement for energy. See the definition of energy.
Solar panels
These are panels designed to absorb the sun’s rays as a source of energy for generating electricity. If you’re looking for a solar system for your home, the solar panels will be installed on your roof, in a position that will catch the most sunshine. These are panels designed to absorb the sun’s rays as a source of energy for generating electricity. If you’re looking for a solar system for your home, the solar panels will be installed on your roof, in a position that will catch the most sunshine.
Why is there an Urgent Reconnection Fee?
Synergy incurs a cost when we urgently reconnect customers who have been disconnected. This year, there will be an increase to the urgent reconnection fee for WA households. Customers who request this service and are not exempt, will be charged $208.01. This reflects the charge Synergy incurs when delivering this service. Urgent reconnections for customers who rely on life-support equipment at their property will continue to be provided free of charge. The urgent reconnection fee will apply if the customer requests an urgent reconnection but does not provide supporting documentation within 3 months. More details about life support equipment and how you can register as a life support customer can be found here. Knowing about your medical equipment means we can advise the network operator, Western Power, so they can prioritise restoring the power your life-support equipment depends on. To see if you’re eligible, and find out more about the process, you can read the Customer Charter Brochure here Synergy incurs a cost when we urgently reconnect customers who have been disconnected. This year, there will be an increase to the urgent reconnection fee for WA households. Customers who request this service and are not exempt, will be charged $208.01. This reflects the charge Synergy incurs when delivering this service. Urgent reconnections for customers who rely on life-support equipment at their property will continue to be provided free of charge. The urgent reconnection fee will apply if the customer requests an urgent reconnection but does not provide supporting documentation within 3 months. More details about life support equipment and how you can register as a life support customer can be found here. Knowing about your medical equipment means we can advise the network operator, Western Power, so they can prioritise restoring the power your life-support equipment depends on. To see if you’re eligible, and find out more about the process, you can read the Customer Charter Brochure here
Has the DEBS (Distributed Energy Buyback Scheme) buyback rate changed?
Yes. On 09 May 2024, the State Government announced that the DEBS buyback rates will change. The new rates are: • Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; • Electricity net exported at all other times will earn 2.00c/kWh. These new rates will be effective 1 July 2024. The DEBS buyback rates are reviewed each year by the State Government, just like other regulated electricity prices. The rates apply to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. Yes. On 09 May 2024, the State Government announced that the DEBS buyback rates will change. The new rates are: • Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; • Electricity net exported at all other times will earn 2.00c/kWh. These new rates will be effective 1 July 2024. The DEBS buyback rates are reviewed each year by the State Government, just like other regulated electricity prices. The rates apply to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
Will I still receive a Synergy bill if I sign up for BPAY View?
No, not directly to your inbox or mailbox. When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy. If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS) and Automated REBS Payments. Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these. No, not directly to your inbox or mailbox. When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy. If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS) and Automated REBS Payments. Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these.
Has the DEBS (Distributed Energy Buyback Scheme) buyback rate changed?
No. The rates will remain unchanged. The current rates are: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2.00c/kWh. The rates apply to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. No. The rates will remain unchanged. The current rates are: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2.00c/kWh. The rates apply to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
Why can’t I receive Automated REBS payments if I am a self-reader?
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. 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.
Do I have to be home when my meter is read?
No. As long as the Western Power meter reader has access to your electricity meter, you don’t need to be home. If they're unable to enter your property or if your meter box is locked, then your consumption for that billing period may be estimated. If you need a key to be able to read your meter, then the meter box or gate needs to be fitted with a Western Power masterkey lock. You can purchase one of these from licensed locksmiths or security suppliers. Visit Western Power for more information about meter reading No. As long as the Western Power meter reader has access to your electricity meter, you don’t need to be home. If they're unable to enter your property or if your meter box is locked, then your consumption for that billing period may be estimated. If you need a key to be able to read your meter, then the meter box or gate needs to be fitted with a Western Power masterkey lock. You can purchase one of these from licensed locksmiths or security suppliers. Visit Western Power for more information about meter reading
Will I receive any compensation?
If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment. If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.
How long is the warranty for a battery?
It depends on your product. It’s good to compare warranties when you’re choosing which battery system best suits your needs. It depends on your product. It’s good to compare warranties when you’re choosing which battery system best suits your needs.
When you can't pay your bill
Everyone’s circumstances are different and may change. So if you’re having difficulties paying your bill on time, it’s better to let us know sooner rather than later. We have solutions to help make paying easier. If you leave it too late to contact us we may not be able to help. Everyone’s circumstances are different and may change. So if you’re having difficulties paying your bill on time, it’s better to let us know sooner rather than later. We have solutions to help make paying easier. If you leave it too late to contact us we may not be able to help.
Why do we pay an over the counter fee?
There has been no increase to the over-the-counter fee of $2.10. Australia Post charges Synergy every time a customer pays their Synergy bill at post office. Customers can choose to avoid the over-the-counter fee by switching to Direct Debit. You are exempt from this over the counter fee if you are; An eligible concession card holder A residential customer aged 65 years and over Currently identified as being in hardship There has been no increase to the over-the-counter fee of $2.10. Australia Post charges Synergy every time a customer pays their Synergy bill at post office. Customers can choose to avoid the over-the-counter fee by switching to Direct Debit. You are exempt from this over the counter fee if you are; An eligible concession card holder A residential customer aged 65 years and over Currently identified as being in hardship
What will be the DEBS rate?
From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
How are activation credits calculated?
Activation credits apply only during Battery Rewards activation events. For an activation event, the activation credit is calculated by multiplying the activation credit rate by the export amount. For example, activation credit = activation credit rate x unit export amount. The export amount is the total unit exported from your battery connection point to the Western Power Network during the activation event, as measured from the metering point and capped at a maximum of the system’s installed battery capacity per unit. Activation credits apply only during Battery Rewards activation events. For an activation event, the activation credit is calculated by multiplying the activation credit rate by the export amount. For example, activation credit = activation credit rate x unit export amount. The export amount is the total unit exported from your battery connection point to the Western Power Network during the activation event, as measured from the metering point and capped at a maximum of the system’s installed battery capacity per unit.
How do I get the temporary meter removed?
Call us on 13 13 53 to arrange removal. We'll arrange with Western Power to remove the meter for you. Please note, a temporary supply removal fee of $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct. Call us on 13 13 53 to arrange removal. We'll arrange with Western Power to remove the meter for you. Please note, a temporary supply removal fee of $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct.
Can I add my concession card on more than one account?
Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence). Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence).
What does EasyGreen cost?
EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options
Why are home batteries so expensive?
The cost of a residential battery system is currently high because of the materials they are made from and the manufacturing process itself. This cost is likely to come down over time as the market establishes itself and the cost of the materials and manufacturing processes become more streamlined and automated. The cost of a residential battery system is currently high because of the materials they are made from and the manufacturing process itself. This cost is likely to come down over time as the market establishes itself and the cost of the materials and manufacturing processes become more streamlined and automated.
What precautions can I take to protect my security?
Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information. Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information.
What is the eligibility date for this?
To be eligible for the $600 credit, customers must be an existing residential customer of Synergy as at 4 October 2020, and supplied electricity under an eligible residential product. Any new customers that apply for a residential account after this date will not be eligible for the WA Household Electricity Credit. The WA Household Electricity Credit was applied as an offset to eligible customer accounts from 1 November 2020. To be eligible for the $600 credit, customers must be an existing residential customer of Synergy as at 4 October 2020, and supplied electricity under an eligible residential product. Any new customers that apply for a residential account after this date will not be eligible for the WA Household Electricity Credit. The WA Household Electricity Credit was applied as an offset to eligible customer accounts from 1 November 2020.
What is the difference between a Synergy account and My Account?
A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account. A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account.
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
Will I always receive credits from every activation event?
Depending on your household’s usage there will be times when you do not receive any credits from an activation event. You will only receive activation credits if your system is exporting energy back to the energy system during the activation event. Similarly, you will not receive energy offset credits during the activation standby window if you are not using energy from the energy system at this time. Depending on your household’s usage there will be times when you do not receive any credits from an activation event. You will only receive activation credits if your system is exporting energy back to the energy system during the activation event. Similarly, you will not receive energy offset credits during the activation standby window if you are not using energy from the energy system at this time.
Is my payment number the same as my account number?
It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card. It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card.
Can I receive my bill notification via SMS?
Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees. Another good reason to switch to Paperless. Switch now Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees. Another good reason to switch to Paperless. Switch now
How is my electricity bill calculated?
To calculate your electricity bill, Western Power supplies us with ‘meter data’ which is collected from your meter at regular intervals. With this information, we then apply your nominated electricity tariff or plan to calculate your bill. Learn more about Bills & Payments. To calculate your electricity bill, Western Power supplies us with ‘meter data’ which is collected from your meter at regular intervals. With this information, we then apply your nominated electricity tariff or plan to calculate your bill. Learn more about Bills & Payments.
Will green energy be used to power my home?
We can't guarantee that the green energy you purchase will be directly fed to your home. This is because 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. We can't guarantee that the green energy you purchase will be directly fed to your home. This is because 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.
I am on a green energy option, how will Midday Saver affect me?
You will stay signed-up to the green energy option, whether it is NaturalPower® or EasyGreen®. But it means that instead of paying the premium on top of the Home Plan (A1) flat rate, the same premium will now be added to all of the applicable Midday Saver variable rates. You will stay signed-up to the green energy option, whether it is NaturalPower® or EasyGreen®. But it means that instead of paying the premium on top of the Home Plan (A1) flat rate, the same premium will now be added to all of the applicable Midday Saver variable rates.
Will I still receive a bill if I switch to Paperless?
Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply. We’ll ask for feedback on why you’d like to switch back, to help improve our services. Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply. We’ll ask for feedback on why you’d like to switch back, to help improve our services.
Can my bill be emailed to more than one email address?
We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account. We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account.
I have Direct Debit. What happens when my credit card expires or when I receive a new credit or debit card?
We keep track of your card's expiry date, to help make sure your Direct Debit won't be disrupted. We'll notify you in writing or via email (if you're registered for Paperless) in advance to remind you to update your credit/debit card details. We keep track of your card's expiry date, to help make sure your Direct Debit won't be disrupted. We'll notify you in writing or via email (if you're registered for Paperless) in advance to remind you to update your credit/debit card details.
Will I still receive a Synergy bill if I sign up for Direct Debit?
Yes! You'll still receive a copy of your bill so you can keep track of your usage and check the amount due. We'll send it by post or deliver it straight to your inbox, depending on your Paperless preferences. Set up Direct Debit now Yes! You'll still receive a copy of your bill so you can keep track of your usage and check the amount due. We'll send it by post or deliver it straight to your inbox, depending on your Paperless preferences. Set up Direct Debit now
Will there be changes to residential electricity prices?
Yes, the regulated residential tariff payable on the Synergy Home Plan (A1) will increase by 2.50% from 1 July 2024 and there will also be increases to some of the Standard Fees and Charges. Updated pricing will be included in bills issued to customers from 1 July 2024 onwards for supply on and from this date. Yes, the regulated residential tariff payable on the Synergy Home Plan (A1) will increase by 2.50% from 1 July 2024 and there will also be increases to some of the Standard Fees and Charges. Updated pricing will be included in bills issued to customers from 1 July 2024 onwards for supply on and from this date.
What is the $600 WA Household Electricity Credit Offset?
The State Government announced on 4 October, as part of the 2020-21 State Budget, that a one-off electricity account credit will be applied as an offset to reduce electricity bills for eligible residential customer accounts. The $600 one-off WA Household Electricity Credit was applied to eligible customers’ accounts from 1 November 2020. For more information please refer to the Terms & Conditions. The State Government announced on 4 October, as part of the 2020-21 State Budget, that a one-off electricity account credit will be applied as an offset to reduce electricity bills for eligible residential customer accounts. The $600 one-off WA Household Electricity Credit was applied to eligible customers’ accounts from 1 November 2020. For more information please refer to the Terms & Conditions.
I am not billed by Synergy. Will I receive the Household Electricity Credit?
The State Government has advised that households who are not billed for their electricity by Synergy or Horizon, such as residents of caravan parks, retirement villages, apartment buildings or communities supplied by local mining companies, will be eligible for an equivalent credit, except in exceptional circumstances. Households that are billed by these other providers and were registered for the Energy Concession Extension Scheme (ECES) on 4 October 2020, will receive the credit automatically. Work is currently underway on an application process for households not billed directly by Synergy or Horizon Power and for those who are not eligible for ECES. This work is being completed by the State Government. Further information on the process for households not billed by Synergy or Horizon to obtain an equivalent credit is available at https://www.wa.gov.au/service/community-services/grants-and-subsidies/apply-household-electricity-credit. The State Government has advised that households who are not billed for their electricity by Synergy or Horizon, such as residents of caravan parks, retirement villages, apartment buildings or communities supplied by local mining companies, will be eligible for an equivalent credit, except in exceptional circumstances. Households that are billed by these other providers and were registered for the Energy Concession Extension Scheme (ECES) on 4 October 2020, will receive the credit automatically. Work is currently underway on an application process for households not billed directly by Synergy or Horizon Power and for those who are not eligible for ECES. This work is being completed by the State Government. Further information on the process for households not billed by Synergy or Horizon to obtain an equivalent credit is available at https://www.wa.gov.au/service/community-services/grants-and-subsidies/apply-household-electricity-credit.
How do I remove a Synergy account from Synergy My Account?
To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more