Your Synergy bill is calculated using information we receive from Western Power, our network operator, about your electricity use.
How does it work?
In most cases, Western Power will either:
- Visit your property to read your meter every two months.
- Send out a meter reading request every two months, if you’re a customer who reads your own meter (known as a self-reader).
If Western Power are unable to read your meter (or if you are a self-reader and haven’t submitted your reading on time), they will provide Synergy with an estimated reading, which we use to prepare your bill, known as an estimated bill.
Take a look at your bill and find the 'How much energy have you used?' chart.
If your bill has been estimated, the 'This bill' horizontal bar will be shaded white. There will also be written confirmation that the bill has been estimated below the chart.
Depending on the type of bill you have, you might find that your bill has been estimated by looking near the “Current meter reading” section on your bill.
- 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.
- If your estimated bill is higher than you were expecting and you need more time to pay, please get in touch with us. We’re here to help.
- If your estimated bill is lower than you were expecting, you might need to plan for a higher bill in the future, once your bill is based on your actual electricity use.
To avoid an estimated bill next time, you can take action depending on why your bill was estimated:
- If it was estimated because of issues with access to your meter – A Western Power meter reader would normally leave a ‘Skip Read’ card in your letterbox to give you details about the access issue. Depending on the issue, you might need to:
- Enclose your dog in an area separate from your meter.
- Install master key utility locks from licensed locksmiths and security suppliers. (Please note, WA service locks are not generally available from hardware stores.)
- Trim or remove any branches or vegetation that could prevent a Western Power meter reader from accessing your meter safely.
- Arrange for a licensed electrical contractor to move your meter to the outer boundary of your property.
- Ask us to request that Western Power upgrade your meter to include remote communications. Note, Western Power may charge a fee for this upgrade.
Please note, in line with the standard form contract you have with us at Synergy, it’s important to make sure there’s safe access to your meter for Western Power meter readers at all times.
- If you’re a self-read customer – Make sure you submit your self-read meter information on time – and find out more about how self-reading your meter works.
- If you’ve registered for Synergy My Account, you can log in to find a link for the Western Power online portal where you can submit your reading.
If you take action to fix the issue outlined by Western Power, your next Synergy bill should be based on your actual use, rather than an estimate.
How self-reading your meter works
You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly.