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Is Synergy an accredited GreenPower supplier?
Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and 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. Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and 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.
What info will I need to sign up for Direct Debit?
Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit Firstly, you’ll need your account number (you'll find this top left, on the front page of your bill). You’ll also need your bank account details, including the account holder's name, your BSB number and account number. If you’d rather pay by credit card, we just need to know the name of the cardholder, the card number and expiry date. Set and forget with Direct Debit
How long does it take to connect my premises?
If you're moving in to an existing premises in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections. If you're moving in to an existing premises in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.
Is there a fee for using a credit or debit card?
A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.43 % (incl. GST) Mastercard Credit cards will incur a fee of 0.77% (incl. GST) Visa Debit cards will incur a fee of 0.39% (incl. GST) Visa Credit cards will incur a fee of 0.90% (incl. GST) American Express credit cards will incur a fee of 0.84% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.43 % (incl. GST) Mastercard Credit cards will incur a fee of 0.77% (incl. GST) Visa Debit cards will incur a fee of 0.39% (incl. GST) Visa Credit cards will incur a fee of 0.90% (incl. GST) American Express credit cards will incur a fee of 0.84% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY
Why is choosing EasyGreen good for the environment?
Your EasyGreen® contribution is used to purchase renewable energy certificates (RECs). Each REC is a megawatt hour of electricity produced from nationally accredited renewable energy sources. Unlike the traditional ways of generating power, accredited renewable energy sources emit little or no greenhouse gases into our atmosphere. Choosing EasyGreen supports continued investment in the production of renewable energy, which is good for the environment. Your EasyGreen® contribution is used to purchase renewable energy certificates (RECs). Each REC is a megawatt hour of electricity produced from nationally accredited renewable energy sources. Unlike the traditional ways of generating power, accredited renewable energy sources emit little or no greenhouse gases into our atmosphere. Choosing EasyGreen supports continued investment in the production of renewable energy, which is good for the environment.
How will I know my missing payments query has been resolved?
Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account. Once the Missing Payments query has been resolved you will receive an email response from Synergy confirming that the missing payment has been located & allocated to your requested Synergy account.
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 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
Where 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). 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).
Who can register for My Account?
As long as you have your Synergy account number then you can take advantage of My Account - the easiest way to manage your usage. Register for My Account As long as you have your Synergy account number then you can take advantage of My Account - the easiest way to manage your usage. Register for My Account
I no longer want to receive Automated REBS Payments
No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53. No worries, we can help arrange this for you. The quickest and simplest way is to opt out via My Account, or you can call our customer service centre on 13 13 53.
How long does it take to connect a meter to our building site?
It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas. It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number. Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas.
What 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. 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.
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 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
How do I update my concessions?
The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account The easiest way to add or manage your concessions is via My Account. Just have a copy of your bill and any eligible concession card/s handy. Log in to My Account
How long does it take to connect my home?
If you're moving in to an existing home in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections. If you're moving in to an existing home in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.
What 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). 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).
Why does the cost of energy go up every year?
For many years, electricity tariffs in Western Australia have not reflected the full cost of producing and supplying electricity. To correct this shortfall, since 2009 the State Government has steadily increased tariff prices. For many years, electricity tariffs in Western Australia have not reflected the full cost of producing and supplying electricity. To correct this shortfall, since 2009 the State Government has steadily increased tariff prices.
Can 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. 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 change my Direct Debit details?
You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. You will need to do so at least five business days before your next Direct Debit payment date, so your details are updated in time for the Direct Debit. You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. You will need to do so at least five business days before your next Direct Debit payment date, so your details are updated in time for the Direct Debit.
What is a payment arrangement?
If you’re experiencing payment difficulties and finding it hard to pay your Synergy business bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy business bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your business bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments. If you’re experiencing payment difficulties and finding it hard to pay your Synergy business bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy business bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your business bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments.
How do I modify my Direct Debit by Instalment amount?
You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit details online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment withdrawal date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
How does Synergy’s multi-factor authentication for My Account work?
To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account. To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication , so please ensure you have entered these details correctly. The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message. If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account.
What kind of information does Synergy collect about me?
The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you. The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information. Other types of personal information we collect can include but is not limited to: Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and Your usage information relating to electricity supply or any other product or service we supply to you. Financial details, including your credit card number or bank account number. We collect but do not store your full credit or debit card details. The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you.
Renewable Energy Buyback scheme (REBS)
The Renewable Energy Buyback Scheme is no longer available to new applicants, it has been replaced with the Distributed Energy Buyback Scheme (DEBS). The Distributed Energy Buyback Scheme gives eligible customers a chance to earn money for sending excess energy from an eligible solar and/or a battery system back to the grid. Any money earned will be displayed as a credit on your next bill. Find out more The Renewable Energy Buyback Scheme is no longer available to new applicants, it has been replaced with the Distributed Energy Buyback Scheme (DEBS). The Distributed Energy Buyback Scheme gives eligible customers a chance to earn money for sending excess energy from an eligible solar and/or a battery system back to the grid. Any money earned will be displayed as a credit on your next bill. Find out more
Why is my bill late?
To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible. To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible.
How 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. 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.
What browsers are recommended for My Account and the Synergy website?
To ensure the best browsing experience, we recommend you download the latest version of... To ensure the best browsing experience, we recommend you download the latest version of...
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. 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.
Who should be the account holder of a temporary supply?
Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details. Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details.
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. 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.
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. 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.
How can I lodge a complaint?
We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below. We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below.
How we calculate your bill
The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill. The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill.
Alternating current (AC)
This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home. This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home.
What happens if I want to cancel my solar application?
We understand that there are times that our customers want to cancel a solar application, whether it be because you've changed your mind about installing solar or you've proceeded with a different installer. We understand that there are times that our customers want to cancel a solar application, whether it be because you've changed your mind about installing solar or you've proceeded with a different installer.
Can I download my bill in other formats?
Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF) Yes, you can download your bill as a PDF and in XLSX, CSV and XML file formats if your device or software is compatible. XLSX, CSV and XML are provided as other options so you can download billing data in an easy-to-use format for financial systems or reporting. Many financial systems, such as MYOB or QuickBooks, support the use of these file formats to import or export data. Please refer to instructions from your choice of financial system relating to which format is required for that system. Read more about the new file formats (PDF)
Why do I need to notify you when I upgrade my system?
If you want to upgrade the size of your existing system you’ll need to complete the Distributed 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. For REBS customers, if you upgrade your system you may no longer be eligible for REBS and will need to apply for DEBS. If you want to upgrade the size of your existing system you’ll need to complete the Distributed 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. For REBS customers, if you upgrade your system you may no longer be eligible for REBS and will need to apply for DEBS.
Is Synergy an accredited GreenPower supplier?
Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and 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. Yes. Synergy's Albany wind farm, a Bright Energy Investments joint venture and part of the Albany Grasmere Wind Farm, is an accredited energy supplier for the GreenPower program and 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.
How do I read my electricity meter at my premises?
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. 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.
What is a payment arrangement?
If you’re experiencing payment difficulties and finding it hard to pay your Synergy bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments. If you’re experiencing payment difficulties and finding it hard to pay your Synergy bill, we may be able to help you with an interest-free and fee-free instalment plan to help avoid disconnection. We will ensure any plan is fair and reasonable, by taking into account information about your capacity to pay and any debt owed to Synergy. This is known as a payment arrangement. With a payment arrangement in place, you could pay your Synergy bill and outstanding amounts off in smaller amounts over time, rather than all at once. It’s easy to apply for a payment arrangement online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment arrangement application is successful at the end of the process and the details of the amounts and due dates for instalments.
What is an export limit and how does it work?
An export limit refers to the maximum amount of solar energy generated by a rooftop solar PV system, in excess to personal consumption, that is permitted to be exported to, or feed back into, the electricity grid. The purpose of export limiting is to help ensure that the grid remains stable and safe. For the solar PV system to be export limited, at installation a sensor is attached to the inverter that determines the amount of current being sent to the grid (an export limiter). The inverter converts solar energy into electricity. This solar generated electricity offsets consumption at the property first at the time of generation and then anything in excess is exported to the grid. The export limiter controls the amount that can be exported to the grid. The offset of solar generated electricity against your personal consumption will help to reduce your electricity costs as you are not drawing electricity directly from the grid. Export limits are set in accordance with Western Power’s Basic Embedded Generator Connection Technical Requirements. How to apply: An application to install or connect a solar PV system that cannot meet ESM requirements and is required to be subject to an export limit cannot be completed online. To apply, please complete the Distributed Energy Systems Application for renewable energy system with an inverter capacity of up to 30kW form. An export limit refers to the maximum amount of solar energy generated by a rooftop solar PV system, in excess to personal consumption, that is permitted to be exported to, or feed back into, the electricity grid. The purpose of export limiting is to help ensure that the grid remains stable and safe. For the solar PV system to be export limited, at installation a sensor is attached to the inverter that determines the amount of current being sent to the grid (an export limiter). The inverter converts solar energy into electricity. This solar generated electricity offsets consumption at the property first at the time of generation and then anything in excess is exported to the grid. The export limiter controls the amount that can be exported to the grid. The offset of solar generated electricity against your personal consumption will help to reduce your electricity costs as you are not drawing electricity directly from the grid. Export limits are set in accordance with Western Power’s Basic Embedded Generator Connection Technical Requirements. How to apply: An application to install or connect a solar PV system that cannot meet ESM requirements and is required to be subject to an export limit cannot be completed online. To apply, please complete the Distributed Energy Systems Application for renewable energy system with an inverter capacity of up to 30kW form.
What standards does Synergy comply with to ensure the safety of my personal and financial information?
Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape. Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape.
I am an existing REBS customer and want to upgrade my system, how will this affect me?
Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy. Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.
eConnect
By combining Paperless, My Account and Direct Debit - you can save time tracking your energy use, managing your bill payments and avoiding late fees. And now you'll also be in with a chance to win $200 off your energy bill with our bi-monthly prize draws.
How long does it take to find a missing payment?
The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue. The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue.
How 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. 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 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 The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement 190KB
What 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. 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.
Are there any instalment amount limits?
There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank. There is a $20 minimum Direct Debit instalment amount; however there are no maximum dollar limits you can pay through My Account. The only restrictions could be the credit card limit or daily maximum transfer limit imposed by your bank.
Will 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. 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.