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What should I do if I can't afford to pay when my payment extension is due?

FAQYour businessHelp and adviceHardshipWhat should I do if I can't afford to pay when my payment extension is due?

If you’ve put a payment extension plan in place with us but you’re still finding it difficult to pay call us on 13 13 54. Together, we'll help find an appropriate payment solution - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill).

Can my bill be emailed to more than 1 email address?

FAQYour homeHelp and adviceBillsCan my bill be emailed to more than 1 email address?

No. To avoid confusion or double-payment, your bill notifications are delivered to one email address only. By default, this is the email address you nominated when switching to Paperless. You can change your email address at any time in the ‘My details’ section in My Account.

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

FAQYour businessHelp 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 that's due. We'll either send it by post or deliver it straight to your inbox, depending on your Paperless preferences. We’ll still send your energy bill so you can keep track of your use and the amount that’s due. Instead of a due date, the date of the Direct debit will be shown. Set up Direct Debit now

Whats is my load profile?

FAQYour businessHelp and adviceElectricityWhats is my load profile?

That is the amount of energy your business consumes from the grid combined with the time of day that it is consumed. This can affect the way you are charged for energy by your retailer and can help determine whether a time of use or fixed rate plan is better for your business.

Can Direct Debit payments be paid from any bank account?

FAQYour businessHelp and adviceBillsCan Direct Debit payments be paid from any bank account?

Direct Debit works with most bank accounts within Australia only. Even better... we won't charge you any transaction fees if you nominate a bank account as your payment option (a small fee only applies to credit or debit card payments). For any bank account queries, please contact your bank.

How do I know my money has paid for renewable energy sources?

FAQYour businessHelp and adviceRenewable energyHow do I know my money has paid for renewable energy sources?

Synergy will only use your contribution to purchase renewable energy certificates (RECs) from Australia's nationally accredited source Greenpower. 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 business.

Who do I contact for any issues with my Business SolarReturn system?

FAQYour businessHelp and adviceSolarReturn BusinessWho do I contact for any issues with my Business SolarReturn system?

While we only use the highest quality components in SolarReturn systems, we understand that things can sometimes go wrong. If you have any issues with your system, you have access to Synergy’s SolarReturn team and technical gurus. We're here to help, Monday to Friday between 8am - 5pm on 1800 453 021 or via solarreturnbusiness@synergy.net.au.

What types of credit cards can I use for Direct Debit?

FAQYour homeHelp and advicePaymentsWhat types of credit cards can I use for Direct Debit?

You can use Visa, Mastercard or American Express. If you pay by debit or credit card, a transaction fee will apply and be added to your next Synergy bill.

What happens if my bank account has insufficient funds?

FAQYour businessHelp and advicePaymentsWhat happens if my bank account has insufficient funds?

If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000.

How much more will I save by increasing my solar system?

FAQYour homeHelp and adviceSolar credits and upgradesHow much more will I save by increasing my solar system?

Just because you've chosen to receive a solar power solution from Synergy doesn't mean the energy savings have to stop there. Embracing renewable energy is the first step to reducing your power bill even further, and there are a range of options that can be scaled up or down based on the needs of your home.

How will we manage your complaint?

FAQYour homeHelp and adviceFeedback and complaintsHow will we manage your complaint?

If you call us to register a complaint, we will acknowledge this by recording your complaint for further investigation and resolution. If you write to us, send us an email or submit your complaint online - you'll receive an acknowledgment from us in writing within 10 business days to let you know we are looking into it.

Can I switch to Synergy gas for my business?

FAQYour businessHelp and adviceGasCan I switch to Synergy gas for my business?

Gas is available for Synergy customers that use greater than 180GJ (Gigajoules) each year. Plus, if you bundle with a Synergy electricity plan, we'll give you a discount so you can save even more. Request a call back or call us on 13 13 54 to arrange a quote.

Can my bill be emailed to more than 1 email address?

FAQYour businessHelp and adviceBillsCan my bill be emailed to more than 1 email address?

No. To avoid confusion or double-payment, your bill notifications are delivered to one email address only. By default, this is the email address you nominated when switching to Paperless. You can change your email address at any time in the ‘My details’ section in My Account.

How can I lodge a complaint?

FAQYour businessHelp and adviceFeedback and complaintsHow can I lodge a complaint?

We offer a number of options for you to lodge a complaint: Submit your complaint online Call us on 13 13 54 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842.

Will I receive any compensation?

FAQYour homeHelp and adviceFeedback and complaintsWill I receive any compensation?

If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.

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