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Help & Advice

Here's what other customers are talking about

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

Understanding my bill
The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation.
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If my current home has REBS, what happens when I move home?
If you move to a home that is also eligible for REBS, we'll still send your REBS payment to your nominated account for any credit on your final account. If the home you're moving in to is not eligible for REBS, then we'll transfer any credits to your new energy contract.
How can I save money on my bill?
There are a number of challenges when it comes to saving money on your gas and residential bill thanks to the range of variables that affect energy consumption in the modern household.From your climate to the number of people living under one roof, it can be difficult to manage everything without help. Thankfully, Synergy provides tools its customers can use to find where they can save power and lower their bill.
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Is my bill estimated?

You can check if you're bill is estimated by grabbing a copy of your bill...

Look for the 'How much energy have you used?' chart half way down the bill. 

If your bill has been estimated, then the 'This bill' horizontal bar will be shaded white instead. 

There are many common reasons which may be behind your bill estimation:

  • The Western Power meter reader was unable to access your meter when they arrived onsite for the reading. This may be due to a locked gate, dog or signs of a dog, locked meter box or other obstacles that prevented them from accessing your meter.
  • The meter was affected by a fault or damage that prevented the Western Power meter reader from obtaining a reading. Western Power will replace or repair the meter when this happens, and will normally be in contact with you to arrange a suitable time for this to occur.
  • If you're a registered self-reader and you were unable to provide these details in time for your billing cycle, or you provided them but it failed validation by Western Power. Meter reads typically fail validation when the new consumption doesn’t fit with past consumption patterns. This can be because the meter has been read incorrectly or because there’s been a change in behaviour or appliances at the premise. Requesting a check read can resolve this for you, the service is free of charge if your readings are correct.
  • If you have an interval meter and your bill has been based on partial estimated interval meter data. This is most commonly due to a Western Power reading prior to the scheduled reading date. This estimated data is normally replaced with actual read data when the meter is next read.
  • If your bill is estimated the Network Operator, Western Power must estimate in accordance with the estimation methodology prescribed in the Electricity Industry Metering Code 2012.
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How long does it take to connect my home?
If you're moving in to an existing home in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.
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What happens to my Direct Debit when I move house?

Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account. 

When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property.

You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address.

Manage your Direct Debit (via My Account)