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What if I'm not satisfied with your response to my complaint?

FAQYour homeHelp and adviceFeedback and complaintsWhat if I'm not satisfied with your response to my complaint?

If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.

When do I receive my Paperless bill notification?

FAQYour businessHelp and adviceBillsWhen 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? 

FAQYour businessHelp and advicePaymentsWhen 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 first bill?

FAQYour businessHelp and adviceBuildingWhen will I receive my first bill?

In general, your meter is read once every 2 months. When you get your first bill after moving in depends on the Western Power scheduled meter reading date in your area.

How much energy will my solar panels generate?

FAQYour businessHelp and adviceRenewable energyHow much energy will my solar panels generate?

The more sun the better! Apart from the number of panels and invertor capacity of your system, there's a couple of other factors that can impact how much energy you produce. It all depends on how much sun the system can generate, as this will be more beneficial for your business than exporting excess energy to the grid.

Is Synergy an accredited GreenPower supplier?

FAQYour homeHelp and adviceRenewable energyIs Synergy an accredited GreenPower supplier?

Yes. Synergy's Albany wind farm is cutting Australia’s greenhouse gas emissions by 65,000 tonnes per annum. That's equal to taking nearly 15,000 cars from our roads for one year. Learn more

How secure is My Account?

FAQYour homeHelp and adviceOnline supportHow secure is My Account?

We take great care to handle your personal details using up-to-date security technology. Passwords are encrypted and stored securely.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).

Am I notified of successful Direct Debit transactions?

FAQYour homeHelp and advicePaymentsAm I notified of successful Direct Debit transactions?

No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.

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

FAQYour homeHelp and advicePaymentsWill 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

What access will the SolarReturn installer need to my property?

FAQYour homeHelp and adviceSolarReturn and batteryWhat access will the SolarReturn installer need to my property?

They will need a clear path to your roof  that is wide enough to accommodate a cherry picker. What happens on the day? The installation is normally completed within 1 day. Here's the key steps that the installer will do on the day to get you up and running: They'll start with setting up the mounting frames on your roof Next up is attaching the solar panels to these frames The inverter is then installed on an external wall close to the fuse box It's then time to connect the electricity cables from the solar panels to the inverter New safety switches will be added to your fuse box for the solar power system before connecting the inverter to the fuse box Last but not least, they'll add stickers to you fuse box to notify electricians and emergency services of the presence of your solar power system

Is Synergy an accredited GreenPower supplier?

FAQYour businessHelp and adviceRenewable energyIs Synergy an accredited GreenPower supplier?

Yes. Synergy's Albany wind farm is cutting Australia’s greenhouse gas emissions by 65,000 tonnes per annum. That's equal to taking nearly 15,000 cars from our roads for one year. Learn more

Does Synergy remind me if my bill is overdue?

FAQYour homeHelp 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 53 - we're here to help.

Can I change my green energy contribution at any time?

FAQYour businessHelp and adviceElectricityCan I change my green energy contribution at any time?

Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account

Can I cancel EasyGreen, or make changes to my premium?

FAQYour homeHelp and adviceRenewable energyCan I cancel EasyGreen, or make changes to my premium?

Yes, you can cancel EasyGreen® entirely or change your contribution, at any time you like. The quickest and easiest way to do this is via My Account. Change your green energy contribution

How long is the warranty period for a SolarReturn system

FAQYour businessHelp and adviceSolarReturn BusinessHow long is the warranty period for a SolarReturn system

The equipment that we use for Business SolarReturn products is made to last. All the solar panels and inverters that we offer come with industry leading warranty periods.

What if Western Power doesn’t approve my solar system application?

FAQYour homeHelp and adviceSolarReturn and batteryWhat if Western Power doesn’t approve my solar system application?

Western Power in some cases may not approve the system that has been applied for. Where this happens, Western Power may provide various options, including approving a smaller sized system, or providing the option to upgrade the network infrastructure servicing your property, for a fee, to connect the system. If your system application is rejected we will work through your option with you and Western Power.

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