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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 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
What are Synergy Engage operational hours?
Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only. Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only.
How do I make a claim for an electricity outage?
If you have experienced a planned or unplanned electricity outage and need to make a compensation claim for loss or damage, visit the Western Power claims page. You can make claims for extended power outages (12 hours or more), customer damage, or non-notification of planned work (less than 72 hours’ notice of a planned outage). If you need more details, get in contact with Western Power on 13 10 87 or visit their website. They are always happy to help. Make a claim If you have experienced a planned or unplanned electricity outage and need to make a compensation claim for loss or damage, visit the Western Power claims page. You can make claims for extended power outages (12 hours or more), customer damage, or non-notification of planned work (less than 72 hours’ notice of a planned outage). If you need more details, get in contact with Western Power on 13 10 87 or visit their website. They are always happy to help. Make a claim
How secure are my Direct Debit details?
We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to. We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to.
Am I eligible for DEBS?
DEBS is available to eligible households, schools, educational institutions and not-for-profits in WA who: Are looking to install a new eligible renewable or distributed energy system; Are looking to upgrade their existing renewable or distributed energy system; Are moving into a property with an existing renewable or distributed energy system on or after 06 November; or Are an existing REBS customer who want to switch to DEBS. Eligibility criteria are set out in the DEBS Terms and Conditions. DEBS is available to eligible households, schools, educational institutions and not-for-profits in WA who: Are looking to install a new eligible renewable or distributed energy system; Are looking to upgrade their existing renewable or distributed energy system; Are moving into a property with an existing renewable or distributed energy system on or after 06 November; or Are an existing REBS customer who want to switch to DEBS. Eligibility criteria are set out in the DEBS Terms and Conditions.
How do I read my electricity meter?
It all depends on what type of meter you have. Western Power, the network operator, owns and maintains the meter at your premises and is responsible for reading or estimating your meter - unless you're a self reader. For detailed information on ‘how to read your meter’, please read the Western Power meter reading FAQs. It all depends on what type of meter you have. Western Power, the network operator, owns and maintains the meter at your premises and is responsible for reading or estimating your meter - unless you're a self reader. For detailed information on ‘how to read your meter’, please read the Western Power meter reading FAQs.
How many solar panels will I need for my home?
The location of your roof in relation to sunshine, shading, dirt on solar panels and temperature all play a part in maximising your solar power production. The location of your roof in relation to sunshine, shading, dirt on solar panels and temperature all play a part in maximising your solar power production.
What is multi-factor authentication?
Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account. Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account.
How do I add a new Synergy account to Synergy My Account?
To understand how to add a new Synergy account to your Synergy My Account with step by step instructions, please click read more To understand how to add a new Synergy account to your Synergy My Account with step by step instructions, please click read more
Can I change or transfer the account holder on a Synergy account?
No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account. No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account.
How do I make sure Synergy has my card details on system so that I am eligible?
If you’re an eligible customer and received a one-off EAP boost payment, this would show on your bill as a single credit line from EAP. You can also view previous bills via My Account. If you’re an eligible customer and received a one-off EAP boost payment, this would show on your bill as a single credit line from EAP. You can also view previous bills via My Account.
What are the terms and conditions for Direct Debit?
The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement. The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement.
I no longer want to receive Automated REBS Payments
No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53. No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53.
Do I have to pay for an Advanced Meter?
Advanced Meters are being installed as part of the Western Australian State Government’s “Energy Transformation Strategy” program, which aims to provide for cleaner, more reliable, and low-cost electricity. When installed as part of this program there is no upfront cost to you for an Advanced Meter. If your suburb has not yet been selected for the deployment of Advanced Metering as part of the program and you wish to obtain an Advanced Meter ahead of this, you can request a meter upgrade to have an Advanced Meter arranged by Synergy for a fee*. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. *Synergy notes that this is subject to certain eligibility criteria and that some rural suburbs may not yet have access to AMI. Advanced Meters are being installed as part of the Western Australian State Government’s “Energy Transformation Strategy” program, which aims to provide for cleaner, more reliable, and low-cost electricity. When installed as part of this program there is no upfront cost to you for an Advanced Meter. If your suburb has not yet been selected for the deployment of Advanced Metering as part of the program and you wish to obtain an Advanced Meter ahead of this, you can request a meter upgrade to have an Advanced Meter arranged by Synergy for a fee*. To view the current metering fees applicable, please visit synergy.net.au/pricechanges. *Synergy notes that this is subject to certain eligibility criteria and that some rural suburbs may not yet have access to AMI.
How do I maximise value from my DER system?
All customers with a DER system (solar, battery or EV) will get the most value by self-consuming the energy they generate and/or store. By consuming the energy your panels produce first, you’ll save on the cost of electricity you’d otherwise draw from the grid. To get the best return on your solar investment, customers should switch their appliance usage for things like the dishwasher, dryer, pool pump or washing machine to the middle of the day. Drawing power from the grid 31.5823 cents* per unit (A1 residential tariff) Selling excess electricity (REBS) 7.1350 cents* per unit Selling excess electricity (DEBS) between 3pm and 9pm: 10 cents^ per unit before 3pm or after 9pm: 2 cents^ per unit *Effective as at 01 July 2024 For customers looking to install a new solar system, talk to your installer about the potential for installing west facing solar panels. That way your panels can make the most of the afternoon sun and the peak DEBS export period to export excess energy back to the grid when you are not self-consuming power. If you currently have, or are looking to install, a home battery or electric vehicle, contact your installer about how you can maximise the value of your system. All customers with a DER system (solar, battery or EV) will get the most value by self-consuming the energy they generate and/or store. By consuming the energy your panels produce first, you’ll save on the cost of electricity you’d otherwise draw from the grid. To get the best return on your solar investment, customers should switch their appliance usage for things like the dishwasher, dryer, pool pump or washing machine to the middle of the day. Drawing power from the grid 31.5823 cents* per unit (A1 residential tariff) Selling excess electricity (REBS) 7.1350 cents* per unit Selling excess electricity (DEBS) between 3pm and 9pm: 10 cents^ per unit before 3pm or after 9pm: 2 cents^ per unit *Effective as at 01 July 2024 For customers looking to install a new solar system, talk to your installer about the potential for installing west facing solar panels. That way your panels can make the most of the afternoon sun and the peak DEBS export period to export excess energy back to the grid when you are not self-consuming power. If you currently have, or are looking to install, a home battery or electric vehicle, contact your installer about how you can maximise the value of your system.
Do I ‘own’ the Advanced Meter at my premise?
Western Power in their role as the Electricity Network Operator owns, installs, operates and maintains the Advanced Meter at your premise; as such, electricity meters are an essential component of Western Power’s electricity network. Synergy bills you, based on the energy data obtained from the meter, in combination with the parameters of your chosen electricity plan. Western Power in their role as the Electricity Network Operator owns, installs, operates and maintains the Advanced Meter at your premise; as such, electricity meters are an essential component of Western Power’s electricity network. Synergy bills you, based on the energy data obtained from the meter, in combination with the parameters of your chosen electricity plan.
Disconnections
We do our best to avoid it, yet there are times when we have to disconnect the electricity supply to your property. We do our best to avoid it, yet there are times when we have to disconnect the electricity supply to your property.
How much will my next bill be for?
Visit our Online tool for tips and tricks to assist with consumption reduction Paying smaller amounts more often through Direct Debit by Instalments can help with cash flow management. You get to choose how much (from $20), how often and from which account you make contributions to your bill. Pay via credit or debit card (a small fee may apply) or nominate a bank account (which is fee-free). You can track your payments via My Account. At the end of each billing cycle we will send you a bill detailing the status of your account and any outstanding amount owing, if any. Visit our Online tool for tips and tricks to assist with consumption reduction Paying smaller amounts more often through Direct Debit by Instalments can help with cash flow management. You get to choose how much (from $20), how often and from which account you make contributions to your bill. Pay via credit or debit card (a small fee may apply) or nominate a bank account (which is fee-free). You can track your payments via My Account. At the end of each billing cycle we will send you a bill detailing the status of your account and any outstanding amount owing, if any.
Here's why your bill might have been estimated
There are a number of reasons your bill might be estimated. The common reasons which may be behind your bill estimation are: Issues with access to your meter, Meter affected by fault or damage, Issues with your self-read information, Partial interval meter data, or Other circumstances There are a number of reasons your bill might be estimated. The common reasons which may be behind your bill estimation are: Issues with access to your meter, Meter affected by fault or damage, Issues with your self-read information, Partial interval meter data, or Other circumstances
Can you opt out of AMI if you are on a time of use product?
If you seek to ‘opt-out’ of AMI, you will no longer be eligible for certain Synergy products that are reliant on interval data. If you seek to ‘opt-out’ of AMI and you are on a Synergy product that is reliant on interval data, you will be moved to a product with a flat price regulated tariff. If you are a customer who has already ‘opted-out’ of AMI, you won’t be able to move off a regulated tariff unless you opt back in and have an Advanced Meter re-installed. If you seek to ‘opt-out’ of AMI, you will no longer be eligible for certain Synergy products that are reliant on interval data. If you seek to ‘opt-out’ of AMI and you are on a Synergy product that is reliant on interval data, you will be moved to a product with a flat price regulated tariff. If you are a customer who has already ‘opted-out’ of AMI, you won’t be able to move off a regulated tariff unless you opt back in and have an Advanced Meter re-installed.
Are Advanced Meters safe?
Advanced Meters installed in Australia are required to meet strict safety standards and comply with electromagnetic exposure limits developed by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). Advanced Meters emit a lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi. Visit the ARPANSA website for more information. Advanced Meters installed in Australia are required to meet strict safety standards and comply with electromagnetic exposure limits developed by the Australian Radiation Protection and Nuclear Safety Agency (ARPANSA). Advanced Meters emit a lower frequency than mobile phones, broadcast towers, microwaves, garage door openers and wi-fi. Visit the ARPANSA website for more information.
I already have a home battery and want to apply for DEBS, how do I do this?
Customers wanting to apply for DEBS will be able to submit their application for DEBS to Synergy. Customers wanting to apply for DEBS will be able to submit their application for DEBS to Synergy.
Here's why your meter might have not been read
There are a number of reasons why your meter may not have been read. Here are some important things to note: Western Power meter readers won’t enter any enclosure where there is a dog or signs of a dog, regardless of the breed or how friendly it seems. Western Power meter readers won’t climb over fences or gates to access your meter. Western Power meters readers won’t open meter boxes where there’s signs of bees or wasp nests. There are a number of reasons why your meter may not have been read. Here are some important things to note: Western Power meter readers won’t enter any enclosure where there is a dog or signs of a dog, regardless of the breed or how friendly it seems. Western Power meter readers won’t climb over fences or gates to access your meter. Western Power meters readers won’t open meter boxes where there’s signs of bees or wasp nests.
How we calculate your bill
The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill. The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill.
Do all batteries last the same amount of time?
No, not all batteries will degrade equally. No, not all batteries will degrade equally.
I have been asked to press a button on my meter, what do I do?
If your meter has been de-energised it may need to be re-armed by Western Power and then activated by someone at the property. For more information please contact Western Power on 13 13 51 If your meter has been de-energised it may need to be re-armed by Western Power and then activated by someone at the property. For more information please contact Western Power on 13 13 51
Why is the buyback rate for DEBS less than what you charge me for power?
The wholesale electricity (power generation) cost only makes up about 20% of the total cost to supply electricity to residential customers. The remaining 80% of the cost to supply includes network costs (building and maintaining poles and wires), capacity costs (maintaining enough generators to meet peak demand) and other costs such as those associated with renewable schemes and retail. These costs contribute to the reliability of the grid, so that power is available whenever you need it. When we purchase electricity from our customers we don’t receive any of the other services such as network, capacity and retail services that are needed to supply electricity to another home. Therefore, the DEBS is closer to the wholesale electricity cost rather than the total electricity supply cost. The wholesale electricity (power generation) cost only makes up about 20% of the total cost to supply electricity to residential customers. The remaining 80% of the cost to supply includes network costs (building and maintaining poles and wires), capacity costs (maintaining enough generators to meet peak demand) and other costs such as those associated with renewable schemes and retail. These costs contribute to the reliability of the grid, so that power is available whenever you need it. When we purchase electricity from our customers we don’t receive any of the other services such as network, capacity and retail services that are needed to supply electricity to another home. Therefore, the DEBS is closer to the wholesale electricity cost rather than the total electricity supply cost.
Can I choose to stay on REBS?
If you are an existing REBS customer, you can choose to stay on REBS subject to the REBS terms and conditions. If you make changes to your distributed energy system, you may not be eligible to continue to receive REBS. If you are an existing REBS customer, you can choose to stay on REBS subject to the REBS terms and conditions. If you make changes to your distributed energy system, you may not be eligible to continue to receive REBS.
Who is eligible for the EAP boost payment?
To be eligible for the one-off EAP boost payment of $305.25, customers must have successfully applied to receive or be receiving the EAP before 30 September 2020. The one-off EAP boost payment was applied to the customer's account on 11 May 2020, if they were registered for the EAP by 30 April 2020. Eligible customers who registered for the EAP after 30 April 2020 and by the deadline date of 30 September 2020, received their one-off EAP boost payment by the 5th business day of the following month. Registrations have been completed and will appear as a credit on the next bill (after it’s been applied to your account). Customers receiving the boost payment will still be eligible for the 'normal' or ‘base’ EAP if they meet the eligibility requirements. To be eligible for the one-off EAP boost payment of $305.25, customers must have successfully applied to receive or be receiving the EAP before 30 September 2020. The one-off EAP boost payment was applied to the customer's account on 11 May 2020, if they were registered for the EAP by 30 April 2020. Eligible customers who registered for the EAP after 30 April 2020 and by the deadline date of 30 September 2020, received their one-off EAP boost payment by the 5th business day of the following month. Registrations have been completed and will appear as a credit on the next bill (after it’s been applied to your account). Customers receiving the boost payment will still be eligible for the 'normal' or ‘base’ EAP if they meet the eligibility requirements.
What payment options are available?
We have a number of flexible and tailored payment options available to support our customers including customised payments extensions or instalment plans. Visit here for more information. We have a number of flexible and tailored payment options available to support our customers including customised payments extensions or instalment plans. Visit here for more information.
I have checked that I am eligible to receive this one-off boost payment. What do I need to do to ensure Synergy credits my account?
For all customers that registered for the EAP before 17 March 2020, the one-off boost payment was automatically applied to your account. This was seen as a credit on your first bill that was generated after 11 May 2020. For eligible customers who were not receiving the EAP before 17 March 2020, these customers had until the 30 September 2020 to register their concession details. Once registered, eligible customers received the one-off EAP boost payment. For all customers that registered for the EAP before 17 March 2020, the one-off boost payment was automatically applied to your account. This was seen as a credit on your first bill that was generated after 11 May 2020. For eligible customers who were not receiving the EAP before 17 March 2020, these customers had until the 30 September 2020 to register their concession details. Once registered, eligible customers received the one-off EAP boost payment.
What is the WA government Energy Assistance Payment (WAEAP)
The WA Government Energy Assistance Payment (EAP) is a scheme that provides payment assistance to eligible customers with electricity costs. The EAP is currently $305.25 per year and is passed on to customers as equal deductions split across the customer bills for the year. The ‘normal’ or ‘base’ EAP will continue to be applied to customer bills in this way. The WA Government Energy Assistance Payment (EAP) is a scheme that provides payment assistance to eligible customers with electricity costs. The EAP is currently $305.25 per year and is passed on to customers as equal deductions split across the customer bills for the year. The ‘normal’ or ‘base’ EAP will continue to be applied to customer bills in this way.
Will my bill look the same?
If you have an Advanced Meter installed, you won’t need to do anything differently, but your bills will look a little different. If you have had an Advanced Meter installed, you will still see your total consumption appear on your bill. However, this will not include a reference to previous and current accumulation reads as Synergy will instead aggregate your half hourly interval reads into total consumption. Half hourly meter reading information is collected daily and will be available on your Synergy My Account, typically within one business day of Western Power collecting the data from your Advanced Meter. The interval data (half hourly data recordings) is collected daily and is typically available on Synergy’s website in My Account the following day. This will provide you with 48 readings per Advanced Meter register, per day – or approximately 2,880 recordings per meter register per bill. Synergy notes that you can still take accumulative consumption and generation reads yourself from the Advanced Meter registers, and your Synergy My Account will allow you to export intervals to Microsoft Excel so you can utilise this base data for your own purposes. If you have an Advanced Meter installed, you won’t need to do anything differently, but your bills will look a little different. If you have had an Advanced Meter installed, you will still see your total consumption appear on your bill. However, this will not include a reference to previous and current accumulation reads as Synergy will instead aggregate your half hourly interval reads into total consumption. Half hourly meter reading information is collected daily and will be available on your Synergy My Account, typically within one business day of Western Power collecting the data from your Advanced Meter. The interval data (half hourly data recordings) is collected daily and is typically available on Synergy’s website in My Account the following day. This will provide you with 48 readings per Advanced Meter register, per day – or approximately 2,880 recordings per meter register per bill. Synergy notes that you can still take accumulative consumption and generation reads yourself from the Advanced Meter registers, and your Synergy My Account will allow you to export intervals to Microsoft Excel so you can utilise this base data for your own purposes.
How will the AMI program benefit customers?
With the use of MyAccount, your bill will no longer be a surprise. You can track your daily electricity consumption and make immediate changes if your usage is higher than expected. Having access to the half hourly consumption data from the previous day will help customers pinpoint how power is being used at the premises. If your consumption is looking higher than you expect, you can make changes to your energy consumption to reduce the impact of your next bill. If you are considering solar, interval data will help you understand your daytime household power consumption and more accurately calculate your return on investment. Your AMI meter can be read remotely. The data is sent wirelessly with state-of-the-art encryption. This means estimated bills are (in the majority of cases) eliminated. AMI Meters can be remotely ‘armed’ by Western Power. Customers then reconnect the electricity to their property by pressing a button on the meter to enable faster re-connection of electricity to a property. Customers without an AMI enabled meter require a Western Power technician or crew to attend site to physically reinstate fuses and/or service leads. This can take up to 2 business days for metropolitan customers and up to 6 business days for rural customers. AMI Meters will help with the future development of new retail products and services, for example new tariffs that charge different rates at different times of the day, something that hasn’t been possible without interval enabled meters installed across a large portion of the network. In addition, Synergy intends to introduce several new products and features to assist customers in taking advantage of AMI Meters and interval data in the future, including giving customers the opportunity to request an AMI Meter even if it is not due for end-of-life replacement via Western Power. With the use of MyAccount, your bill will no longer be a surprise. You can track your daily electricity consumption and make immediate changes if your usage is higher than expected. Having access to the half hourly consumption data from the previous day will help customers pinpoint how power is being used at the premises. If your consumption is looking higher than you expect, you can make changes to your energy consumption to reduce the impact of your next bill. If you are considering solar, interval data will help you understand your daytime household power consumption and more accurately calculate your return on investment. Your AMI meter can be read remotely. The data is sent wirelessly with state-of-the-art encryption. This means estimated bills are (in the majority of cases) eliminated. AMI Meters can be remotely ‘armed’ by Western Power. Customers then reconnect the electricity to their property by pressing a button on the meter to enable faster re-connection of electricity to a property. Customers without an AMI enabled meter require a Western Power technician or crew to attend site to physically reinstate fuses and/or service leads. This can take up to 2 business days for metropolitan customers and up to 6 business days for rural customers. AMI Meters will help with the future development of new retail products and services, for example new tariffs that charge different rates at different times of the day, something that hasn’t been possible without interval enabled meters installed across a large portion of the network. In addition, Synergy intends to introduce several new products and features to assist customers in taking advantage of AMI Meters and interval data in the future, including giving customers the opportunity to request an AMI Meter even if it is not due for end-of-life replacement via Western Power.
Will there be any changes to my bill?
There will be minimal change to your bill with the switch to an AMI Meter. A summary of your consumption information will be displayed on your bill with the interval data (half hourly data recordings) available on Synergy's website in My Account the following day providing you with 48 readings per day or approximately 2,880 recordings per bill. There will be minimal change to your bill with the switch to an AMI Meter. A summary of your consumption information will be displayed on your bill with the interval data (half hourly data recordings) available on Synergy's website in My Account the following day providing you with 48 readings per day or approximately 2,880 recordings per bill.
What are the eligibility requirements for the EAP?
You'll need to hold one of the following cards to be eligible for the EAP: Centrelink Health Care Card Centrelink Pensioner Concessions Card Veteran Affairs Gold Card Centrelink Commonwealth Seniors Card Veteran Affairs Commonwealth Seniors Card Veteran Affairs Pensioner Concession Card Please note, to receive any credit into your account, the account must be active at the defined time of eligibility and the time Synergy is processing the credit. You'll need to hold one of the following cards to be eligible for the EAP: Centrelink Health Care Card Centrelink Pensioner Concessions Card Veteran Affairs Gold Card Centrelink Commonwealth Seniors Card Veteran Affairs Commonwealth Seniors Card Veteran Affairs Pensioner Concession Card Please note, to receive any credit into your account, the account must be active at the defined time of eligibility and the time Synergy is processing the credit.