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Why can’t I use my username and password to log in to My Account?
The security and privacy of our customers’ information is our highest priority and Synergy undertakes regular assessment and continuous improvement of our security measures, against best-practice industry standards. We have introduced SMS and email authentication to enhance customer security and this is now a mandatory step each time you log into My Account. You will no longer be able to log in with your username and password, instead you will need to provide your supply address (normally your home address) exactly as it appears on your Synergy bill and provide your phone number and/or email address to receive a one-time use code to log in to My Account. The security and privacy of our customers’ information is our highest priority and Synergy undertakes regular assessment and continuous improvement of our security measures, against best-practice industry standards. We have introduced SMS and email authentication to enhance customer security and this is now a mandatory step each time you log into My Account. You will no longer be able to log in with your username and password, instead you will need to provide your supply address (normally your home address) exactly as it appears on your Synergy bill and provide your phone number and/or email address to receive a one-time use code to log in to My Account.
How to finalise a deceased estate
Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm. Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps. Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account. You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address. If required we’ll contact you to finalise arrangements in respect of the account. Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days. Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm. Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps. Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account. You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth Premise address To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address. If required we’ll contact you to finalise arrangements in respect of the account. Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days.
I’ve logged into My Account. Where do I find my bill?
Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format. Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format.
Is paying online using my credit/debit card secure?
We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint).
How to set up a Synergy billing account
You will need a Synergy billing account for electricity at your new home. We’re here to help you get it set up. To get started, you’ll need to have these details ready: Your new home address Your contact details Your move-in date Your landlord’s contact details (if you’re renting) Your banking details or debit/credit card (if you want to set up direct debit)* * Synergy Direct Debit Agreement terms and conditions apply. You will need a Synergy billing account for electricity at your new home. We’re here to help you get it set up. To get started, you’ll need to have these details ready: Your new home address Your contact details Your move-in date Your landlord’s contact details (if you’re renting) Your banking details or debit/credit card (if you want to set up direct debit)* * Synergy Direct Debit Agreement terms and conditions apply.
If I have a battery, can I participate in DEBS?
Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more
Which payment options do not incur transaction fees or payment surcharges?
We offer the following payment options which do not occur transaction fees or a payment surcharge: Payment through My Account from your bank account Direct Debit* from your bank account Using BPAY View and paying directly from your bank account^ Online from your bank account using Synergy's 'Pay My Bill' form In person at Australia Post if you are an eligible concession card holder, a residential customer who is 65 years of age or older or you are currently considered by Synergy to be experiencing financial hardship * Direct Debit Service Agreement terms and conditions apply. ^ Your financial institution's BPAY View terms and conditions apply. Contact your financial institution for more information. We offer the following payment options which do not occur transaction fees or a payment surcharge: Payment through My Account from your bank account Direct Debit* from your bank account Using BPAY View and paying directly from your bank account^ Online from your bank account using Synergy's 'Pay My Bill' form In person at Australia Post if you are an eligible concession card holder, a residential customer who is 65 years of age or older or you are currently considered by Synergy to be experiencing financial hardship * Direct Debit Service Agreement terms and conditions apply. ^ Your financial institution's BPAY View terms and conditions apply. Contact your financial institution for more information.
Why is the scheme changing?
Rooftop solar systems, batteries, electric vehicles, microgrids and other technologies are transforming Western Australia’s electricity system. These small-scale devices, known as Distributed Energy Resources (or DER) present both challenges and opportunities for the way we produce, manage and consume electricity in our State. DEBS has been introduced to give customers the ability to harness value from the DER technology, such as batteries, and sell excess energy back to the grid. With the WA Government’s introduction of DEBS, the price paid for electricity exported by eligible customers will better represent the actual cost of electricity at different times of the day. The new pricing structure will encourage households to make more use of their solar in the middle of the day and encourage installation of west facing panels, producing solar power for longer in the day so households can make the most of the peak rate under the new scheme. Rooftop solar systems, batteries, electric vehicles, microgrids and other technologies are transforming Western Australia’s electricity system. These small-scale devices, known as Distributed Energy Resources (or DER) present both challenges and opportunities for the way we produce, manage and consume electricity in our State. DEBS has been introduced to give customers the ability to harness value from the DER technology, such as batteries, and sell excess energy back to the grid. With the WA Government’s introduction of DEBS, the price paid for electricity exported by eligible customers will better represent the actual cost of electricity at different times of the day. The new pricing structure will encourage households to make more use of their solar in the middle of the day and encourage installation of west facing panels, producing solar power for longer in the day so households can make the most of the peak rate under the new scheme.
My bill has gone up since the AMI Meter was installed
AMI Meters record consumption electronically. In some cases, this may be more accurate than previous electro-mechanical accumulation meters. This is because electronic meter technology is a significant advance over electro-mechanical meters. AMI Meters record consumption electronically. In some cases, this may be more accurate than previous electro-mechanical accumulation meters. This is because electronic meter technology is a significant advance over electro-mechanical meters.
What is Advanced Metering Infrastructure (AMI)
Advanced Metering Infrastructure brings together advanced meters (or AMI meters), radio frequency communications points and intelligent metering software systems to deliver the latest benefits in electricity metering technology. Your new AMI meter records electricity usage in 30-minute intervals and that data is available to you the following business day on My Account The introduction of AMI Meters is one of the biggest and most innovative changes to how energy is measured in WA. Advanced Metering Infrastructure brings together advanced meters (or AMI meters), radio frequency communications points and intelligent metering software systems to deliver the latest benefits in electricity metering technology. Your new AMI meter records electricity usage in 30-minute intervals and that data is available to you the following business day on My Account The introduction of AMI Meters is one of the biggest and most innovative changes to how energy is measured in WA.