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Does Synergy remind me if my bill is overdue?

FAQYour businessHelp and adviceBillsDoes 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.depending on if you’re registered for Paperless. 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 54 - we're here to help.

What happens to My Account access if I change my address?

FAQYour businessHelp and adviceOnline supportWhat happens to My Account access if I change my address?

Your My Account username and password will stay the same, but your energy account number may change when you move home or premises. To manage your energy account for your new home, all you need to do is add this account to your My Account portal. Just have a copy of the account number, log in to My Account select 'Add account'. Log in to My Account

How do I read my electricity meter?

FAQYour homeHelp and adviceElectricityHow do I read my electricity meter?

It all depends on what type of meter you have. Western Power, the network operator, owns and maintains the meter at your premises and is responsible for reading or estimating your meter - unless you're a self reader. For detailed information on ‘how to read your meter’, please read the Western Power meter reading FAQs.

How long will it take for Synergy to address my complaint?

FAQYour homeHelp and adviceFeedback and complaintsHow long will it take for Synergy to address my complaint?

We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled.

What is My Account?

FAQYour homeHelp and adviceOnline supportWhat is My Account?

My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits.

Top 10 tips for gas safety at work

FAQYour businessHelp and adviceGasTop 10 tips for gas safety at work

Gas can play an integral part in fuelling your business from kitchens to boilers, heating and more. It’s important to check gas appliances are regularly serviced to keep your business safe and to prevent your machines and appliances from breaking down when you need them most.

How much does it cost to submit a Freedom of Information request?

FAQYour businessHelp and adviceFeedback and complaintsHow much does it cost to submit a Freedom of Information request?

The rate of fees and charges are set under the FOI Act Regulations. Apart from the application fee for non-personal information, all charges are discretionary.

How do I register for My Account?

FAQYour homeHelp and adviceOnline supportHow do I register for My Account?

It only takes a few minutes, just grab a copy of your Synergy bill. All you need is your account number and name as printed on your bill and you can start using My Account straight away. When you register, you’ll be asked to make up your own username, password and a password hint. Register for My Account

Can I add my partners’ concession card to my account?

FAQYour homeHelp and adviceConcessionsCan I add my partners’ concession card to my account?

Yes, as long as you meet the eligibility requirements you and your partner has been registered as an authorised representative on your account. The easiest way to apply for a concession is via My Account. Just have the concession card details handy. Register for My Account

Changing your contact details?

FAQYour homeHelp and adviceMoving homeChanging your contact details?

If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes.

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