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Changing your contact details?
If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes. If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes.
Does Synergy remind me if my bill is overdue?
If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee. If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 53 - we're here to help. If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee. If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 53 - we're here to help.
How can I lodge a complaint?
We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below. We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below.
How long will it take to receive a response to my Freedom of Information request?
Within 45 days you will be provided with a notice of decision which will include details such as: The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights. Within 45 days you will be provided with a notice of decision which will include details such as: The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights.
Alternating current (AC)
This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home. This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home.
Can I download my bill in other formats?
Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF) Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF)
Struggling to pay your bill or suffering financial hardship?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills. Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills.
Why are these prices changing?
Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. In unprecedented times like these, Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services. Regulated electricity tariffs are reviewed and determined by the State Government. They review changes to the costs of providing electricity and set the retail tariffs each year. In unprecedented times like these, Synergy has tried to keep its costs as low as possible, to reduce financial stress on our customers. We are committed to helping our customers to better manage their energy use and offer a range of information, concession, and support services.
What standards does Synergy comply with to ensure the safety of my personal and financial information?
Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape. Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape.
I am an existing REBS customer and want to upgrade my system, how will this affect me?
Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.