2019 Price changes
- Will there be changes to residential and business electricity prices?
Yes, the State Government has recently announced price changes to regulated residential and business retail tariffs, including some price decreases as well as increases. For the full rundown, you can view the pricing tables at synergy.net.au/pricechanges
- When will these price changes come into effect?
The changes to Synergy’s tariffs will take effect on 1 July 2019. All new tariff rates are published at synergy.net.au/pricechanges
- Would roof-top solar reduce my bill?
You could see savings with your electricity bill if you have solar panels installed, but how much you could save will depend on how you use electricity. If you’re still running a lot of heavy appliances at night, your solar power won’t help to power those appliances and you won’t be getting the most out of your solar panels.
There’s plenty of small changes you can make to the way you use energy to get the most out of your solar panels. For example:
- Do your laundry during the day when your solar panels are receiving maximum sunlight, especially between 10am and 2pm.
- Keep energy usage to a minimum at night if possible.
- Use a slow-cooker to cook dinner during the day.
- Charge your phone, laptops and other devices during the day.
- Why are these prices changing?
It’s a fair question. Electricity retail tariffs are determined by the State Government, which reviews changes in the costs of providing electricity and sets the tariffs each year. We’ll continue to put downward pressure on prices by ensuring energy supply costs are efficient.
In relation to fees, Synergy has been able to reduce some, while keeping others flat. In areas where fees have gone up, some of these fees are directly incurred by Synergy. In these cases, we will only pass on the cost to provide the relevant service to you. For example, the paper bill fee has been reduced because we were able to secure a cheaper price to provide that service. We’ll continue to pass on savings in fees to customers wherever we can.
We’re always working to help our customers, whatever circumstances they are in, and any pricing changes are carefully considered. If times get really tough, we offer customers additional support through our ‘Keeping Connected’ program. Whatever the reason, you can get help with your bill by visiting synergy.net.au/needhelp at any time.
- How do we compare to other states in Australia?
The vast distance and separation from the rest of Australia’s energy network means WA’s grids are isolated from the National Electricity Market, which controls most of Australia’s energy output and pricing. We have very different market structures, but we also have flexibility to innovate and trial energy solutions.
These market differences make comparing prices difficult. However, in 2018/19 an average consumption level customer (approximately 5,000 units per year) in WA would have the second lowest annual bill in Australia, when WA’s residential tariff is compared to default or benchmark tariffs in other states and territories.
- Will my concession or rebate be increased?
The State Government has announced there will be an increase to the WA Government Energy Assistance payment from $300.00 to $305.25, which is an increase of 1.75%. All other concession rebates have also been increased by 1.75% to reflect the increase in the A1 tariff. To find out if you are eligible for a concession or rebate, visit synergy.net.au/concessions
- How do retail tariff changes impact on solar energy generated by my home?
The best use of your solar investment is to use the electricity you generate from your solar panels in your own home. For example, running your washing machine and pool pump during the daytime while your panels are generating. As retail tariffs increase, so too does the saving as a result of your solar investment.
The residential Renewable Energy Buyback Scheme (REBS) rate is currently 7.135 cents per kWh, the Feed-in-Tariff (FIT) payments remain unchanged in 2019/20.
- How can Synergy help me manage my bill?
We get it. Life is full of unexpected moments, some of which can create more stress than others. When your bills start piling up due to changes in circumstances, income or illness, we want you to get in touch with us to help with your energy payments.
Synergy has plenty of advice and ways to help you manage your energy bill, from giving you extra time to pay, to helping you create a payment plan. We also work closely with a large number of organisations and consumer representatives, from social services and the Energy and Water Ombudsman, through to financial and legal service providers.
If you’re struggling to pay your bill, please get in touch with us so we can help here synergy.net.au/needhelp
- What is the ‘Keeping Connected’ Program and how do I access this?
If you are struggling with financial hardship, you may qualify for our ‘Keeping Connected’ program and have access to one of our financial Case Managers. For eligible customers, they will work with you to tailor assistance to your needs, and can give you guidance on managing your bill, provide incentives to help you maintain agreed payment plans, and offer advice on how you can reduce your electricity usage. If you have a life-threatening illness or are experiencing long-term unemployment, you may be able to participate in the ‘Power on Payment’ program.
Case Managers can also provide you with help to apply for the Western Australian Government’s Hardship Utility Grant Scheme
For more information on payment planning, concession cards, rebates and how we can support you, visit synergy.net.au/needhelp
- Is there a change to the paper bill fee?
There has been a slight reduction in the paper bill fee. Synergy incurs a delivery cost each time a bill is sent to a customer, and we try to keep these costs as low as possible, which is passed on to customers.
Currently, 46% of people who would otherwise pay the paper-based fee are exempt. All other customers can choose to avoid this feed by switching to paperless billing.
You are exempt from this fee if you are;
- An eligible concession card holder
- A residential customer aged 65 years and over
- Currently identified as being in hardship
- Why is there an Urgent Reconnection Fee?
Urgent reconnections will continue to be provided FREE OF CHARGE to customers requesting an urgent reconnection in life-support equipment situations. For customers who rely on life-support equipment at their property, and can provide medical confirmation of such use, no fee will apply.
The fee will apply, however, if a customer requests an urgent reconnection due to life-support equipment, but does not provide the required supporting documentation within 3 months. A fee of $213.76 will then be charged to those customers.
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.
- How can I avoid the Urgent Reconnection Fee?
A fee of $31.10 is applied to all reconnection requests. If you are requesting a reconnection due to non-payment or moving in to an existing home in the metro area, it takes between 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.
A fee of $213.76 is charged to customers seeking urgent reconnection of their property (other than for life-support equipment as set out above).
- Why do we now charge an over the counter fee?
There has been no increase to the over-the-counter fee of $2.10. Australia Post charges Synergy this amount each time customers pay their Synergy bills at Australia Post. Impacted customers can choose to avoid this fee by switching to Direct Debit. We can waive this fee for customers who are;
• An eligible concession card holder
• A residential customer aged 65 years and over
• Currently identified as being in hardship
- If I pay more than one bill over the counter, will I be charged one Over the counter fee, or more?
Customers will be charged $2.10 for each transaction that is paid over the counter at the Australia Post.
For example, if you pay multiple Synergy bills over the counter, you’ll pay the $2.10 Over the counter fee in relation to each bill.
Similarly, if you have one Synergy bill and make multiple visits to Australia Post to pay portions of that bill, you’ll be charged $2.10 per payment towards your that bill.
New Electricity Tariff Prices
The state government recently announced changes to regulated electricity retail tariffs from 1 July 2018.
Can’t find the answer above? Get in contact, we are happy to help
For residential enquiries call 13 13 53
One of our friendly, team members will be happy to help you:
- 7am - 7pm, Monday to Friday (excluding public holidays)
- We may need to ask you a couple of questions to confirm it's you - just have a copy of your bill handy.
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