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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.
Why is multi-factor authentication required?
Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA. Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.
How will I know my missing payments query has been resolved?
Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account. Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account.
Where can I find my payment number?
You'll find this at the bottom right of your bill (that's the 10 digit number on the first page just below the dotted line). You'll find this at the bottom right of your bill (that's the 10 digit number on the first page just below the dotted line).
How long does it take to connect a meter to our building site?
It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas. It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas.
How do I update my concessions?
The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account
How do I modify my Direct Debit by Instalment amount?
You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
How does Synergy’s multi-factor authentication for My Account work?
To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account. To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account.
What kind of information does Synergy collect about me?
The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you. The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you.
Can I cancel My Account?
Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account Yes, just call us 13 13 53 or submit an enquiry with your cancellation request. If you’re moving home and plan to keep using My Account at your new address, you don’t have to cancel your My Account registration. All you need to do is add your new home to your My Account portal - just have a copy of the account number. If you want to remove an old account, log in to My Account and select 'Accounts' then ‘Remove Account’ and follow the prompts. How do I add a new Synergy account to Synergy My Account How do I remove a Synergy account from Synergy My Account
Am I notified of successful Direct Debit transactions?
No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.