Solar finance

Synergy is excited to announce we have a new way to pay for your SolarReturn system with financing options available.

Synergy Connect Terms & Conditions

Can I cancel Paperless at any time?

Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Register for My Account

Can the Direct Debit bank account be in a different name than my Synergy account?

If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here  

What happens if I'm on a time of use plan and start to use more energy during the day?

If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1).     If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period.    Compare energy plans to find the best one to suit your lifestyle

What 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

How long does it take to switch my gas to Synergy?

All we need to get started is your contact details and business name. We'll then request permission to access your meter details so we can better understand your usage and provide you with the right gas plan Once we’ve figured out your exact savings, we’ll send you an offer for you to sign and return. We can start the switching process – it only takes between 5-7 business days to switch to cheaper gas. Arrange a call back or you can call us 13 13 54.

Will my business benefit from an off peak plan?

It really depends on how and when your business operates. As a general rule of thumb, your business needs to use at least 35% of its energy out of hours – between 10pm and 8am weekdays and anytime on the weekend – to make the most of lower off peak rates.  Try our See & Save tool to better understand how and when your business consumes electricity.

What 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.

How 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).

How 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.

When 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 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.

Does 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.

Is 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

Is 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

Will 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

When 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.

Am 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.

What 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.

How 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.

Can 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?

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

Why can’t Automated REBS payments be processed for credits through CentrePay/Salary Sacrifice arrangements?

This service currently doesn't include these payment options. Automated REBS Payments was set up to make it faster and easier for you to receive your REBS credits so you could spend less time making calls and waiting for the cheque to arrive in the post.

How many solar panels will I need for my home?

The location of your roof in relation to sunshine, shading, dirt on solar panels and temperature all play a part in maximising your solar power production.

Will 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.

Does 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?

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?

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?

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?

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

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?

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.

Can I transfer my net feed-in tariff to another home?

Unfortunately no. The net feed-in tariff can only be applied to the home registered against the subsidy. Any subsequent customer that moves in to this premises will be entitled to receive this subsidy, but only for the remaining balance of the 10 year period. Read the REBS Terms & Conditions for more information (PDF 188KB)

When can I expect to receive my Automated REBS payments in my bank account?

We'll check for any credits on your account over $75 on the first business day of every month. If you meet the eligibility criteria, we'll send your REBS payment to your nominated bank account by Electronic Funds Transfer (EFT) the next business day.

Why do I need to notify you when I upgrade my system?

To upgrade the size of your existing solar panels you’ll need to complete the Renewable Energy Systems application form. If you want to change the capacity of your inverter, you’ll also need approval from Western Power before making any changes.

Why is my bill so high?

Does your business bill seem higher than normal? Electricity usage can be affected by a range of factors. Here are some things to keep in mind when reviewing power use in your company.

How to send us a picture of your switchboard

If you're getting a SolarReturn system installed by us, we'll need you to send a clear picture of your switchboard (sometimes called a fusebox) to us. This is to make sure that the installation goes as smoothly as possible on the day we install your system. It's generally easiest to snap a picture using your mobile phone camera, and email this to us at SolarReturn@synergy.net.au

How is the REBS rate calculated?

The rate Synergy pays customers who export excess energy back in to the grid is independently reviewed and approved by the State Government's Coordinator of Energy.

What happens if my new home has solar installed?

Congratulations, you'll be able to take advantage of cheaper energy bills.   Depending on the size of the system - you may be eligible for the Renewable Energy Buyback Scheme (REBS) which means you can earn some extra cash just for exporting excess energy back in to the grid.     Call us on 13 13 53 or submit an enquiry to find out more.  

How do I organise a meter for my building site?

Building 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.

Why do I need to pay for my SolarReturn system on or before installation?

We want to make solar simple. Paying your system directly up front means that we won’t need to perform credit checks and means a single, simple invoice for you to worry about.

How much could I be saving on electricity with solar?

To understand some of the financial benefits of going solar, try our handy solar savings calculator. It can provide a general estimate of how much you could save, along with other valuable information like the estimated payback period of your system and how much energy your solar power system could generate. Request a quote for a Synergy SolarReturn system and we’ll be able to help you understand how much you could save in your specific situation. Learn more about SolarReturn

How 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?

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?

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.