Understanding ESM Event data in My Account FAQs

How will I know that my rooftop solar system has been switched off for an ESM low load event or test?

Synergy will turn rooftop solar systems back on that have been turned off in response to an ESM low load event or test.

Soon after the conclusion of an ESM low load event, Synergy will update the yellow banner at the top of this webpage to provide information to customers. 
Synergy has also recently introduced functionality for customers who have rooftop solar systems with ESM requirements to access information regarding ESM low load events and tests affecting their system through their My Account portal. This can be found via the “Solar (ESM)” tab. Visit My Account here. Event history on My Account is available from 1 January 2023 or the customer’s move in date, whichever is later. A customer’s rooftop solar system may have participated in testing prior to this date.

Depending on the type of rooftop solar system you have, you may also be able to see in real time if your rooftop solar system is operating via the system itself or through a mobile application that monitors its operation.
 
You should contact your solar installer if there are any technical issues with your rooftop solar system at any time. 

How long after an ESM low load event or test will the information be published in My Account?

My Account customers can log in at any time and complete a search on current and past ESM low load events and tests. Event history on My Account is available from 1 January 2023 or a customer’s move in date, whichever is later. A customer’s rooftop solar system may have participated in testing prior to 1 January 2023. 

My Account will generally be updated within 24 hours following an ESM low load event or test.

What is the difference between an 'ESM Event Test' and an 'ESM Low Load Event'?

'ESM Event Tests' are conducted by Synergy periodically to simulate a real event. Tests are generally short in length and, where possible, conducted during periods where solar export to the grid is low. The purpose of an ESM test is to ensure that the onsite hardware for rooftop solar systems can be remotely managed to ensure that appropriate actions can be taken in emergency conditions during an ESM low load event.

• For rooftop solar systems using the API cloud solution, Synergy will test that the customer’s inverter is connected to the internet and commissioned correctly on to the inverter manufacturer’s portal. 
• For rooftop solar systems using the metering solution, Synergy will test that the customer’s inverter is wired correctly to the meter in line with Western Power’s Basic Embedded Generator Connection Technical Requirements.

Synergy is committed to ensuring any testing is as unobtrusive as possible.

An 'ESM Low Load Event' is where the remote management of rooftop solar systems is required under ESM arrangements to balance supply and demand in the electricity system, and could last for several hours. 

On mild, sunny days (usually weekends), the electricity generated from rooftop solar systems in the network is generally high while demand for electricity is low – affecting the stability of the electricity system as supply and demand are unbalanced. AEMO will inform Western Power and Synergy of emergency operating conditions. Then, as instructed by Western Power, Synergy will remotely turn off rooftop solar systems subject to ESM requirements to manage the risk to the electricity system under ESM arrangements. 

 

Why are there so many ESM tests?

Regular and ongoing testing is critical to the ESM implementation to ensure that in emergency conditions widespread electricity interruptions in the grid can be mitigated. Testing highlights any issues with inverters or other potential system issues impacting remote management under ESM arrangements. 

Synergy is committed to ensuring any testing is as unobtrusive as possible. Customers should understand that it is normal for their inverters to be switched off periodically for short periods of time to enable testing. Given the short duration of testing intervals, the ESM arrangements are not anticipated to have any significant financial impact on households with rooftop solar systems.

What does Unknown Response mean under the 'Solar (ESM)' tab in My Account?

Synergy may receive incomplete information from an inverter manufacturer's system or portal when an ESM low load event or test occurs. These types of errors could be due to an inverter losing connection with the internet, a power outage, or a simple delay in Synergy receiving information from the manufacturer. 

'Unknown response' indicates that is unclear whether your inverter was successfully switched off and back on again in response to the ESM low load event or test and therefore it is unknown to Synergy whether your system was successfully remotely managed.  

It is recommended that you use your mobile application or website that provides operational data for your inverter to understand the situation specific to your rooftop solar system. If you do not have access to monitor your system, or if there are any issues with your rooftop solar system, please contact your solar installer.

Why does My Account only show the Event Start Times and End Event Times, rather than times relevant to my system and inverter?

When an ESM low load event or test begins (or ends) it will trigger a request to remotely manage rooftop solar systems via the inverter manufacturer systems. , Synergy may receive incomplete information from the OEM’s system which makes it unclear how your inverter responded to the event. 

In MyAccount, Synergy displays the Event Start Time and Event End Time so that affected customers are aware of when the low load event or test started and when it ended. It is recommended that you use the mobile application or website that provides operational data for your system to understand the impact of the low load event or test on your rooftop solar system, including the times your specific inverter was online and offline. 

If you do not have access to monitor your rooftop solar system, or if there are any issues with your rooftop solar system, please contact your solar installer.

How far back can I search for an ESM low load event or test in MyAccount?

The 'Solar (ESM)' tab functionality in My Account will default to two months prior to the search date unless another date is selected.  

ESM Low Load Event and Event Test information is available to customers in My Account from 1 January 2023 unless your move-in date was after this date. 

If your move-in date for the premises was after 1 January 2023, you will see data from your move-in date onwards.

Customer’s rooftop solar system may have participated in testing prior to 1 January 2023. Customers can find out more information through Synergy’s residential contact centre on 13 13 53, between the hours of 7am to 7pm, Monday through to Friday, excluding public holidays.

I'm unable to find any information relating to ESM in My Account. What does this mean?

If after completing a search under the 'Solar (ESM)' tab in My Account, no information displays for the date range selected this means there is no ESM data for the selected range, and your rooftop solar system was not impacted or affected during the date range.

Why don’t I see the 'Solar (ESM)' tab in My Account?

If you do not see the 'Solar (ESM)' tab in My Account it means that your rooftop solar system is not subject to ESM requirements and you will not participate in or be impacted by ESM arrangements.

If you are having problems with your inverter, please contact your solar installer.

I'm concerned about the impact ESM may have on my bill. Where can I find more information?

Customers can visit My Account to access a whole range of information relating to their Synergy bill, including usage, solar export and information relating to ESM low load events and tests that have impacted your rooftop solar system under the 'Solar (ESM)' tab. 

My latest Synergy bill was higher than usual - could this be a result of an ESM low load event or test that occurred?

There are many factors that can influence the size of your bill and the cost of electricity is just one of them. ESM arrangements are not anticipated to have any significant financial impact on households with rooftop solar systems subject to ESM requirements.

Your Synergy bill is made up of various items including a daily supply charge, an electricity usage charge based on your consumption measured in units (or KWh) plus other fees and charges. 

If there’s something on your bill that you don’t understand, visit Synergy’s high bill checklist to find out more. 

To see if your rooftop solar system was impacted by or participated in an ESM low load event or test you can log into My Account and view the ESM low load event and test that affected your rooftop solar system. You can select dates to align with the period your bill covers to determine the length of time your rooftop solar system was impacted by an ESM low load event or test during the bill period.