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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
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.
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 $576.95 (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 2024 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 $576.95 (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 2024 it's correct.
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.
What will be the DEBS rate?
From 1 July 2024, 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 2024, 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 do I calculate my appliance electricity costs?
With home appliances making up over 35% of your household electricity bills in WA, find out which of your home appliances are costing you in electricity. Use our appliance running cost calculator to see the average estimated cost in your electricity bill and learn ways on how to reduce your bill. Other factors that can affect your appliance electricity costs include the make, model, age and efficiency of the appliance, appliance settings and how it is used by you. With home appliances making up over 35% of your household electricity bills in WA, find out which of your home appliances are costing you in electricity. Use our appliance running cost calculator to see the average estimated cost in your electricity bill and learn ways on how to reduce your bill. Other factors that can affect your appliance electricity costs include the make, model, age and efficiency of the appliance, appliance settings and how it is used by you.
How much does electricity cost?
Based on the standard A1 electricity tariff for residential properties, Synergy charges one flat rate applied to all units (kWH) of electricity used. The supply and usage fees below are set by the Government and are current as of July 2024. • Supply charge – 113.2200 cents per day • Supply charge: additional homes – 45.0158 cents per day • Electricity charge – 31.5823 cents per unit Effective 1 July 2024. Prices are subject to change from time to time and other fees and charges may also apply. Prices listed include GST unless otherwise stated. By law we calculate our prices to four decimal places. Electricity is charged by the 'unit'. A 'unit' is one kilowatt-hour (kWh). Based on the standard A1 electricity tariff for residential properties, Synergy charges one flat rate applied to all units (kWH) of electricity used. The supply and usage fees below are set by the Government and are current as of July 2024. • Supply charge – 113.2200 cents per day • Supply charge: additional homes – 45.0158 cents per day • Electricity charge – 31.5823 cents per unit Effective 1 July 2024. Prices are subject to change from time to time and other fees and charges may also apply. Prices listed include GST unless otherwise stated. By law we calculate our prices to four decimal places. Electricity is charged by the 'unit'. A 'unit' is one kilowatt-hour (kWh).
Why is my bill late?
To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible. To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible.
Can I cancel Paperless at any time?
Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Register for My Account Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Register for My Account
Top 10 tips for electricity safety at home
Because we use it every day, it’s so easy to forget how dangerous electricity can be. Our message is to always put safety first, and respect electricity. Here's our recommended tips for keeping safe around electricity at home. Because we use it every day, it’s so easy to forget how dangerous electricity can be. Our message is to always put safety first, and respect electricity. Here's our recommended tips for keeping safe around electricity at home.
Who should be the account holder of a temporary supply?
Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details. Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details.
Energy
You know what energy is – you might feel like you have more of it after that chocolate bar at 3pm. Scientifically speaking, energy is the ability to do work or produce a change over time. It’s expressed in kilowatt hours (kWh). You know what energy is – you might feel like you have more of it after that chocolate bar at 3pm. Scientifically speaking, energy is the ability to do work or produce a change over time. It’s expressed in kilowatt hours (kWh).