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What is a payment extension?

FAQYour businessHelp and adviceBillsWhat is a payment extension?

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

How much does it cost to apply for the Renewable Energy Buyback Scheme (REBS)?

FAQYour businessHelp and adviceSolar connection and upgradesHow much does it cost to apply for the Renewable Energy Buyback Scheme (REBS)?

There’s a $23.14 fee (inclusive of GST) for your application to participate in the Renewable Energy Buyback Scheme (REBS). This fee may change from time to time but as of 1 July 2016 it’s correct. Other additional costs include the installation of a bi-directional electricity meter that separately measures the electricity flow in both directions. It records consumption (usage within the home) and export (excess electricity produced and exported back to the electricity network).

How do I organise a meter for my building site?

FAQYour homeHelp and adviceBuildingHow do I organise a meter for my building site?

Building a home is a fun yet exhaustive process. Whether you need to get a temporary or permanent supply to your site, this is a good place to start.

Who are the approved suppliers in my area?

FAQYour homeHelp and adviceSolar credits and upgradesWho are the approved suppliers in my area?

Good news. The Clean Energy Council (Australia's peak solar industry body) have compiled a list of accredited installers. To get approval from us and Western Power to connect to the grid and be eligible for the Renewable Energy Buyback Scheme (REBS); you must select an accredited installer from this list. Find an installer

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.

Will green energy be used to power my home?

FAQYour homeHelp and adviceRenewable energyWill green energy be used to power my home?

We can't guarantee that the green energy you purchase will be directly fed to your home. This is because renewable energy purchased by Synergy is fed in to the electricity grid where it mixes with energy produced from non-renewable sources; before being supplied to your home.

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.

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