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Most popular FAQs

Cyclone Seroja Support

The Western Australian community has faced some difficult times over the past twelve months, responding to COVID-19, the Wooroloo Bushfires and most recently Ex-cyclone Seroja.

We want you to know, we’re here to help.

On 19 April 2021, the State Government announced electricity and water financial relief packages to support those affected by the devastating impacts of Ex-cyclone Seroja. For more information on the State Government announcement visit here.

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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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Why is my bill so high?
There are many factors that can influence the size of your energy bill and the cost of electricity is just one of them. If your bill seems higher than normal, or you'd like it to be lower, here are some things to consider.
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Here's why your bill might have been estimated

There are a number of reasons your bill might have been estimated but these fall into two main categories:

  • Issues with access to your meter – You might have received an estimated bill if a Western Power meter reader couldn’t get access to your meter. This could be because of your dog, a locked gate or other reasons determined by Western Power.


      If this happens, Western Power meter readers would normally leave a ‘Skip Read’ card in your letterbox to give you details about the access issue – and what you can do.


  • Issues with your self-read information – You might be what we call a “self-read” customer, which means you read your own meter. This might be your choice or because you live in an area where Western Power meter readers can’t visit regularly.


If you’re a self-read customer and for some reason there’s an issue (e.g. you don’t submit your meter reading in the required timeframe), your bill will based on Western Power’s estimate.

These are the most common reasons your bill might be estimated. Please visit the Western Power website for more details about your meter readings.

Will I be disconnected if I can't afford to pay my bill?

If you’re having trouble paying your bill:

Apply for a payment arrangement that allows you to pay off what's owing over time by regular instalments.

Just have a copy of your bill or My Account log in details handy to get started...

Set up a payment arrangement

If your circumstances change and you're unable to meet your payment plan, please call us on 13 13 53 as soon as possible . Together, we can find an appropriate payment solution to make it easier to manage your bills and avoid getting into debt.

Learn more about Synergy’s Financial Hardship policy

Other services and assistance that can help:

  • Arrange for automatic deductions from your Centrelink payments via Centrepay
  • Seek the assistance of a financial counsellor
  • Claim all relevant concessions you’re eligible for e.g. pensioner rebates Check if you’re eligible to apply for the Government’s Hardship Utility Grant Scheme (HUGS)
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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Struggling to pay your bill or suffering financial hardship?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills.
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Where can I find a copy of my bill?

Your bill is available for download in My Account in PDF, XLSX, CSV or XML format.

Log in to My Account

Other FAQs

We do our best to avoid it, yet there are times when we have to disconnect the electricity supply to your property.
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Am I eligible for concessions?

Good news. If you have one of the following concession cards, then you may be eligible for a number of rebates that could assist you with paying your energy bills:

  • Commonwealth Seniors Health Card
  • Pensioner Concession Card
  • Centrelink Health Care Card
  • Department of Veteran’s Affairs Gold Card

Learn more about the different rebates and concessions you may be eligible for

Can Direct Debit payments be paid from any bank account?
Direct Debit works with most bank accounts within Australia only. Even better... we won't charge you any transaction fees if you nominate a bank account as your payment option (a small fee only applies to credit or debit card payments).

For any bank account queries, please contact your bank.

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

Can I get a discount?

If you’ve got a concession card, you could qualify for rebates that could make paying your bills easier.

Find out if you're eligible

Can I receive my bill notification via SMS?

Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees.

Another good reason to switch to Paperless.

Switch now

Can my bill be addressed to both me and my partner?
No. It’s only possible to have one name on the energy bill. However, you can add your partner's name as an authorised representative so they’re able to make changes, updates and enquiries to the account. To add your partner to your account, please call us on 13 13 53 - just have a copy of your bill handy.
Can my bill be emailed to more than 1 email address?

No. To avoid confusion or double-payment, your bill notifications are delivered to one email address only. By default, this is the email address you nominated when switching to Paperless. You can change your email address at any time in the ‘My details’ section in My Account.

Does Synergy remind me if my bill is overdue?

If your account falls overdue, we’ll send you a friendly reminder via email if you're registered for Paperless or by post, if not. If you can, try to avoid your account becoming overdue as Synergy reminder notices can attract a fee.

If you need a little more time to pay your bill, you can request a payment extension online (just have a copy of your bill handy). If you're struggling to pay your bill, call us on 13 13 53 - we're here to help.

How are concessions paid?

Concessions will be applied as a credit to your Synergy bill to reduce the total amount you have to pay. Eligible concessions will be applied from the date the application was received and when Synergy has confirmed and approved your eligibility.

Check if you're eligible to apply

How do I cancel my Direct Debit?

The easiest way to cancel your Direct Debit or update your account details is via My Account.

Your payment may still be debited automatically if you cancel your Direct Debit less than 5 business days before your next bill payment or instalment is due.

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

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.
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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.

There are two ways to finalise an account, so we’ve put together this information to help you through the steps. 

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.  

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How we calculate your bill

Western Power reads your meter at regular intervals and supplies us with the information to produce your bill.

The information we receive from Western Power is called ‘meter data’ or ‘energy data’. This data is obtained from actual meter readings or estimated meter readings. Synergy is required to use the data when calculating your bill.

We calculate your bill by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’.

Western Power is responsible for the meter/energy data and Synergy is responsible for billing data.  

If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill.

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Is my payment number the same as my account number?

It's the 8-12 digit number, located top right of your bill (on the front page).

Where do I find my Synergy bill payment number

Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill. 

This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card. 

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 256-bit SSL 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).
Need more time to pay your bill?

Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy.

Request a payment extension

Understanding my solar bill

Say hello to your new Synergy bill

The good news about solar is that it can make a big difference to the size of your energy bill. This handy guide will help explain what this looks like on your bill.

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What browsers are recommended for My Account and the Synergy website?

To ensure the best browsing experience, we recommend you download the latest version of:

  • Google Chrome, Apple Safari or Microsoft Edge when accessing this website via a desktop or laptop
  • Apple Safari or Google Chrome when accessing this website via your favourite mobile or tablet device.

Some interactive features and forms across My Account use JavaScript technology - please set your browser preferences to support JavaScript.

Some browsers may not fully support JavaScript – please refer to your browser's help for more details.

Log in to My Account

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What formats can I download my bill

You can download your bill as a PDF and in XLSX, CSV and XML file formats if your product is compatible.

XLSX, CSV and XML are provided in addition to the PDF format to provide the ability to download billing data in an easy to use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to the user manual on which format is required for your system.

Read more about the new file formats (PDF)

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)

What is a payment extension?
A payment extension just gives you a little more time to pay your bill before your next bill payment is due. All you need is a copy of your bill details handy to apply.  

Once your payment extension is granted, Synergy will not charge a late payment fee if you pay your bill by the new extended due date, However, if you don't pay your bill by the new extended due date, a late payment fee will be charged (and added to your next bill). 
Apply for a payment extension
What is the difference between 'Account period', 'Supply period' and 'Charge period' on my bill?

Account period is the period from your previous bill to the issue date of your current bill. If the Account period on your current bill is '14 Sep 2017 - 14 Nov 2017', this means your previous bill was issued to you on 14 September 2017, and your current bill was issued to you on 14 November 2017.

Supply period is the date your meter was last read by Western Power, up to the current read date. If the Supply period on your current bill is '14 Sep 2017 - 10 Nov 2017', this means your meter was previously read on 14 September 2017, and most recently read on 10 November 2017.

Charge period is your billing period and includes all charges, concessions, rebates or discounts since your last bill.

Learn more about the other important bits of information on your bill

What should I do if I can't afford to pay when my payment extension is due?

If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 53. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill).

At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you:

  • Manage your electricity bills
  • Avoid long term debt
  • Keep your electricity connected.
When do I receive my Paperless bill notification?

With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online.

You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless.

Switch to Paperless now. Just have a copy of your bill handy

When is the money debited from my account, if paying by Direct Debit? 

The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.

When will I receive my final bill?
If you've submitted a move out request, we’ll issue a final bill and commence to close this account and terminate your contract after the move out date. It takes around 5 business days to process your request and you’ll receive your final bill after that.
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.
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Where can I find my account number?

It's the 8-12 digit number, located top right of your bill (on the front page).

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Why am I no longer receiving the Cost of Living Allowance (CoLA) payment?
On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA).
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Will I still receive a bill if I switch to Paperless?

Definitely. We'll just deliver your bill and any account notifications to your inbox instead. It's still the same bill - just with less trees involved and more convenient ways to open, print, file or share. If you need to switch back, you can!

Switch to Paperless now. Just have a copy of your bill handy

Will I still receive a Synergy bill if I sign up for BPAY View?

No, not directly to your inbox or mailbox.  When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy. 

If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS), eConnect and Automated REBS Payments.   Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these.  

Will I still receive a Synergy bill if I sign up for Direct Debit?

Yes! You'll still receive a copy of your bill so you can keep track of your usage and check the amount due. We'll send it by post or deliver it straight to your inbox, depending on your Paperless preferences. 

Set up Direct Debit now

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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.
View all contact numbers