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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.

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

FAQYour homeHelp and adviceElectricityWhat 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

Will my business benefit from an off peak plan?

FAQYour businessHelp and adviceElectricityWill 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.

Can I cancel Paperless at any time?

FAQYour homeHelp and adviceBillsCan 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

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

FAQYour businessHelp and adviceGasHow 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.

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

FAQYour businessHelp and advicePaymentsCan 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  

How do I get the temporary meter removed?

FAQYour homeHelp and adviceBuildingHow do I get the temporary meter removed?

Call us on 13 13 53 to arrange removal. We'll arrange with Western Power to remove the meter for you. Please note, a temporary supply removal fee of $323.92 is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply.

Why is my bill so high?

FAQYour homeHelp and adviceBillsWhy is my bill so high?

There are many factors that can influence the size of your energy bill and the cost of electricity is just one of them. If your bill seems higher than normal, or you'd like it to be lower, here are some things to consider.

What is the net feed in tariff?

FAQYour homeHelp and adviceSolar credits and upgradesWhat is the net feed in tariff?

Unlike REBS which is the amount Synergy pays for electricity purchased from a customer, the net feed-in tariff is the amount the state government pays eligible customers for any excess energy they export back to the grid (in addition to REBS). This subsidy was created to encourage customers to give solar a go.

What information do I need to switch to Smart Home Plan?

FAQYour homeHelp and adviceElectricityWhat information do I need to switch to Smart Home Plan?

Firstly, you need to find out if your property has a compatible digital or electronic meter, or if you’ll need one installed. You should decide whether you would be able to take advantage of cheaper off-peak periods.

Who do I contact if there are any issues with my SolarReturn system?

FAQYour homeHelp and adviceSolarReturn and batteryWho do I contact if there are any issues with my 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.   Get us on 1800 453 021.

Where can I find my account number?

FAQYour businessHelp and adviceBillsWhere can I find my account number?

It's the 8-12 digit number, located top right of your bill (on the front page).

Will I be disconnected if I can't afford to pay my bill?

FAQYour businessHelp and advicePaymentsWill I be disconnected if I can't afford to pay my bill?

If you’re having trouble paying your bill: Call us on 13 13 54 - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill) We can discuss giving you more time, or We’ll devise a manageable payment plan with you.

Do I have to be home when my meter is read?

FAQYour homeHelp and adviceElectricityDo I have to be home when my meter is read?

No. As long as the Western Power meter reader has access to your electricity meter, you don’t need to be home. If they're unable to enter your property or if your meter box is locked, then your consumption for that billing period may be estimated. If you need a key to be able to read your meter, then the meter box or gate needs to be fitted with a Western Power masterkey lock. You can purchase one of these from licensed locksmiths or security suppliers. Visit Western Power for more information about meter reading

How do I submit a Freedom of Information request?

FAQYour businessHelp and adviceFeedback and complaintsHow do I submit a Freedom of Information request?

The proclamation of the Freedom of Information Act 1992 (WA) on 1 November 1993 gives the community a legal right of access to documents held by all state and local government organisations. A document includes any record or part of a record, and any copy or reproduction. It therefore covers files, computer printouts, maps, plans, photographs, tape recordings, films, video tapes or electronically-stored information.

What are the terms and conditions for Direct Debit?

FAQYour homeHelp and advicePaymentsWhat are the terms and conditions for Direct Debit?

The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement 190KB

How many solar panels will I need for my business?

FAQYour businessHelp and adviceSolarReturn BusinessHow many solar panels will I need for my business?

Your business should use as much energy as the system can generate, as this will be more beneficial for your business than exporting excess energy to the grid.    

How do I switch from a tariff to a plan?

FAQYour businessHelp and adviceGasHow do I switch from a tariff to a plan?

It’s simple! Call us on 1800 730 265 or request a call back and we'll call you back at a time that suits. We'll discuss your options and connect you to the right solution for your business. 

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

FAQYour businessHelp and adviceElectricityWhy 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.

What if I do not have a time-of-use compatible meter?

FAQYour homeHelp and adviceMetersWhat if I do not have a time-of-use compatible meter?

Most recently built homes have a compatible meter that can be re-programmed to suit a time-of-use tariff. Otherwise, you need to have a new meter installed. There are two types of meters which you can choose from depending on the existing meter installed at your property or the appliances you use.

How do I cancel my Direct Debit?

FAQYour homeHelp and advicePaymentsHow do I cancel my Direct Debit?

The easiest way to cancel your Direct Debit or update your account details is via My Account. Your payment may still be debited automatically if you cancel your Direct Debit less than 5 business days before your next bill payment or instalment is due.

What is a payment extension?

FAQYour homeHelp and adviceBillsWhat is a payment extension?

A payment extension just gives you a little more time to pay your bill before your next bill payment is due. All you need is a copy of your bill details handy to apply.   Once your payment extension is granted, Synergy will not charge a late payment fee if you pay your bill by the new extended due date, However, if you don't pay your bill by the new extended due date, a late payment fee will be charged (and added to your next bill).    Apply for a payment extension

What is Renewable Energy Buyback Scheme (REBS)?

FAQYour homeHelp and adviceSolar credits and upgradesWhat is Renewable Energy Buyback Scheme (REBS)?

REBS gives eligible customers the chance to earn money just for exporting any excess solar back in to the grid. Any money earned will be displayed as a credit on your next bill.

Can I cancel Paperless at any time?

FAQYour businessHelp and adviceBillsCan 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. Log in to My Account

What fees and charges apply to gas connections?

FAQYour businessHelp and adviceGasWhat fees and charges apply to gas connections?

Please consider the following standard fees and charges that may apply with our gas products: Fees & charges  Price inc. GST  Meter testing fee. This fee is refunded if the meter is found to be faulty  $ 192.53 Rejected payment/dishonour fee (payment made at Australia Post)  $ 24.20 Gas reconnection fee  $ 21.51 Special meter reading fee   $ 16.63 Overdue account notice fee   $ 5.00 Cheque dishonour fee   $ 15.95 Direct debit dishonour fee   $ 15.95 Rejected payment/dishonour fee payment made at Australia Post  $ 27.50 Credit/debit card transaction fee - American Express   0.4708 % Credit/debit card transaction fee - Visa/Mastercard   0.4708 % We're here to help you find the best fit for your businesses - call us on 1800 730 265.

Top 10 tips for gas safety at work

FAQYour businessHelp and adviceGasTop 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.

Does Synergy remind me if my bill is overdue?

FAQYour businessHelp 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 54 - we're here to help.

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.

Am I eligible for REBS?

FAQYour homeHelp and adviceSolar credits and upgradesAm I eligible for REBS?

REBS is available to residential customers, non-profit organisations and educational institutions that have a small solar system between 500 watts and 5kW.

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