Skip to main content

Search

We have found 64 results for your search

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.

Can I change my green energy contribution at any time?

FAQYour homeHelp 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 nominate somebody else to manage my connection?

FAQYour businessHelp and adviceElectricityCan I nominate somebody else to manage my connection?

Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB)

My last meter reading was estimated and it has prevented me from receiving my REBS payment. What should I do?

FAQYour homeHelp and adviceSolar credits and upgradesMy last meter reading was estimated and it has prevented me from receiving my REBS payment. What should I do?

There could be a variety of reasons why your bill was estimated. It may be because the meter reader was unable to gain access to your meter to take a reading. Please contact our customer service centre on 13 13 53 so that we can assist you further. As part of the Automated REBS Payment Terms & Conditions, automated payments can only be made based on actual readings, taken by Western Power. If this condition is not met at the time you are being billed, the refund will not be processed automatically and your REBS credits remain against your account. This is to ensure the accuracy of the credits applied.

How do I apply for new unmetered electricity supplies?

FAQYour homeHelp and adviceElectricityHow do I apply for new unmetered electricity supplies?

All unmetered supplies are installed by Western Power. Please visit the Western Power website to apply for a new connection.

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

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

There’s a $26.40 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 2017 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 long does it take to switch to Synergy?

FAQYour businessHelp and adviceElectricityHow long does it take to switch to Synergy?

Synergy recognises that all businesses are different, resulting in unique demands for energy solutions. Because of this, we offer tailored energy products that take the needs of each individual into account.

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

FAQYour homeHelp and adviceBillsWhat 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 53. 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). At Synergy, we want to support you through difficult times. And we understand that sometimes, it's difficult to pay bills on time. That's why we've developed the Keeping Connected program - a service designed to help you: Manage your electricity bills Avoid long term debt Keep your electricity connected.

Tips for choosing an energy broker

FAQYour businessHelp and adviceElectricityTips for choosing an energy broker

A good energy broker may help you manage your energy demands and increase your energy efficiency – so it's important to get the right one. Here are Synergy’s top 10 tips for finding a business energy broker in WA.

Can I view the Synergy website in another language?

FAQYour homeHelp and adviceOnline supportCan I view the Synergy website in another language?

Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services.

How can I keep track of my usage?

FAQYour businessHelp and adviceGasHow can I keep track of my usage?

In a busy work environment, it can be tough to keep track of your electricity or gas usage as your bill period progresses. With a number of employees and appliances all contributing to the load, how can you tell where the opportunities lie to save electricity or gas?

What is Direct Debit?

FAQYour businessHelp and advicePaymentsWhat is Direct Debit?

It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger.

Need more time to pay your bill?

FAQYour businessHelp and adviceBillsNeed more time to pay your bill?

Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy. Request a payment extension

What does EasyGreen cost?

FAQYour homeHelp and adviceRenewable energyWhat does EasyGreen cost?

EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases.  Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options

Where can I find my payment number?

FAQYour businessHelp and advicePaymentsWhere can I find my payment number?

You'll find this at the bottom right of your bill (that's the 10 digit number on the first page just below the dotted line).

How much energy will my solar panels generate?

FAQYour homeHelp and adviceSolar credits and upgradesHow much energy will my solar panels generate?

For many in Australia, solar power is still an unknown quantity, and they'll no doubt have a number of questions about how it affects their power bill. Synergy has prepared a range of resources for people to consider before signing up for the solar revolution.

What happens to my Direct Debit when I move premises?

FAQYour businessHelp and advicePaymentsWhat happens to my Direct Debit when I move premises?

Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.  When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account)

How long will it take to receive a response to my Freedom of Information request?

FAQYour homeHelp and adviceFeedback and complaintsHow long will it take to receive a response to my Freedom of Information request?

Within 45 days you will be provided with a notice of decision which will include details such as:  The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights.

What information do I need to get a gas quote?

FAQYour businessHelp and adviceGasWhat information do I need to get a gas quote?

To request a quote from Synergy you will need the following: Your ABN/ACN An email address A contact telephone number An energy bill issued by your current provider The NMI or MIRN for your electricity and/or gas meter (these are unique identifying numbers that can be found on your energy bill) Alternatively, if you don't have these details at hand, please request a call back or feel free to contact us on 13 13 54. We'll help find the right solution for your business.

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.

65 results found items per page 10 20 50