What can I do to ensure my personal and financial information are safe?

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. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.   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. There are a few steps that you can take to safeguard your personal information when engaging online. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.  

Synergy Midland Energy Tool Kiosk Competition

Synergy Energy Tool Kiosk Competiton

Moving premises?

Help and advice about moving premises.

How electricity gets to you

How electricity gets to you

Perth Home Show Competition

Everything you need to know about the Perth Home Show SolarReturn Competition

Win $200 credit off your Synergy residential energy bill

Kalgoorlie-Boulder and Perth Hills outage support

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.

I am on a green energy option, how will Midday Saver affect me?

You will stay signed-up to the green energy option, whether it is NaturalPower® or EasyGreen®. But it means that instead of paying the premium on top of the Home Plan (A1) flat rate, the same premium will now be added to all of the applicable Midday Saver variable rates.     You will stay signed-up to the green energy option, whether it is NaturalPower® or EasyGreen®. But it means that instead of paying the premium on top of the Home Plan (A1) flat rate, the same premium will now be added to all of the applicable Midday Saver variable rates.    

My last meter reading was estimated and it has prevented me from receiving my DEBS or 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. For REBS customers only - 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. 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. For REBS customers only - 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.

I use LPG (liquid petroleum gas) can Synergy supply me?

No. Synergy can currently only supply reticulated natural gas. No. Synergy can currently only supply reticulated natural gas.

Is paying online using my credit/debit card secure?

We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 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). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 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 secure are my Direct Debit details?

We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to. We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to.

Will I still receive a bill if I switch to Paperless?

Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply. We’ll ask for feedback on why you’d like to switch back, to help improve our services. Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply. We’ll ask for feedback on why you’d like to switch back, to help improve our services.

Will I still receive a bill if I switch to Paperless?

Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply. Yes. You’ll receive your bill by email (as a PDF attachment) instead of by post. Your Synergy bill will look the same, but you’ll receive it electronically. You can choose to save, print or share your bill. Paperless billing allows you to manage your bill without paper (unless you choose to print it yourself) and keep your bills together online, through My Account. In the future, if you decide to switch back to receiving your bill in the mail, you can do this – but please note a paper-based billing fee may apply.

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

We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account. We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account.

How do I find out what energy plan I'm on?

Grab a copy of your latest bill and turn over to the 1st page. Grab a copy of your latest bill and turn over to the 1st page.

Tips 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. 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.

How 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? 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?

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 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

Do I need approval from my local council to install a distributed energy system?

This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system. This varies depending on your individual circumstances. It’s best to double check with your installer, the Network Operator and local council before proceeding with a system.

Do I need a new meter to participate in DEBS and how do I arrange this?

To participate in DEBS you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid from your distributed energy system. To participate in DEBS you’ll need to have a bi-directional energy meter that is capable of separately measuring and recording electricity flows in each direction - how much energy you consume from the grid vs. how much excess energy you export back to the grid from your distributed energy system.

Can I connect energy to my new premises while my old premises is still connected?

Definitely. You can switch on your new business premises connection while you're still packing up the old premises (as long as the new space is vacant at the time, with no active energy account). Transfer your connection Definitely. You can switch on your new business premises connection while you're still packing up the old premises (as long as the new space is vacant at the time, with no active energy account). Transfer your connection

Where can I find my account number?

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

What is a MIRN number?

MIRN stands for Meter Installation Reference Number - this is the unique number used by our gas supplier (ATCO) to identify the gas meter at your premises. Your MIRN can be found on your bill. MIRN stands for Meter Installation Reference Number - this is the unique number used by our gas supplier (ATCO) to identify the gas meter at your premises. Your MIRN can be found on your bill.

How do I remove a Synergy account from Synergy My Account?

To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more

What are Synergy Engage operational hours?

Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only. Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only.

What is a one-off bank transfer payment?

We've recently introduced a new payment method using your bank account so you can avoid the fees normally associated with paying with a credit or debit card. Unlike direct debit, these are single, 'one-off' payments which gives you more flexibility and options to pay each bill your way.  Simply log in to My Account and provide your bank account details and we will take a one-off payment. The one-off bank payment is only available through My Account. We've recently introduced a new payment method using your bank account so you can avoid the fees normally associated with paying with a credit or debit card. Unlike direct debit, these are single, 'one-off' payments which gives you more flexibility and options to pay each bill your way.  Simply log in to My Account and provide your bank account details and we will take a one-off payment. The one-off bank payment is only available through My Account.

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 home. 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 home.

My business receives a collective invoice - can I still register for My Account?

Yes, of course. The parent account and your individual child accounts can all be paid and managed through My Account. You'll need your parent account number and business details to register for My Account. Any online payments made will be credited to the parent account. Register for My Account Yes, of course. The parent account and your individual child accounts can all be paid and managed through My Account. You'll need your parent account number and business details to register for My Account. Any online payments made will be credited to the parent account. Register for My Account

Can I connect energy to my new home while my old home is still connected?

Yes you can. As long as the previous account holder has already closed their account before your nominated move in date. Transfer your connection Yes you can. As long as the previous account holder has already closed their account before your nominated move in date. Transfer your connection

Is paying online using my credit/debit card secure?

We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 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). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure 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).

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

How can I save money on my bill?

There are a number of challenges when it comes to saving money on your gas and residential bill thanks to the range of variables that affect energy consumption in the modern household.From your climate to the number of people living under one roof, it can be difficult to manage everything without help. Thankfully, Synergy provides tools its customers can use to find where they can save power and lower their bill. There are a number of challenges when it comes to saving money on your gas and residential bill thanks to the range of variables that affect energy consumption in the modern household.From your climate to the number of people living under one roof, it can be difficult to manage everything without help. Thankfully, Synergy provides tools its customers can use to find where they can save power and lower their bill.

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. 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.

Photovoltaic (PV)

In really simple terms, the photovoltaic process turns light into energy. With your solar panels, the PV process turns the sun’s energy into a flow of electrons which can then be turned into a direct current and sent to your inverter. In really simple terms, the photovoltaic process turns light into energy. With your solar panels, the PV process turns the sun’s energy into a flow of electrons which can then be turned into a direct current and sent to your inverter.

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 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 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

How 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? 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 a payment extension?

If you’re planning to pay your business bill in one lump sum payment and need to extend the "due date" that appears on your bill, this is known as a payment extension.  If you apply for a payment extension from Synergy before your business bill due date and don’t already have a payment extension or payment arrangement in place, a payment extension can give you a bit more time to pay your business bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your business bill to get started.  We’ll let you know if your payment extension application is successful at the end of the process. If you’re planning to pay your business bill in one lump sum payment and need to extend the "due date" that appears on your bill, this is known as a payment extension.  If you apply for a payment extension from Synergy before your business bill due date and don’t already have a payment extension or payment arrangement in place, a payment extension can give you a bit more time to pay your business bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your business bill to get started.  We’ll let you know if your payment extension application is successful at the end of the process.

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

What 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. Meter options and installation costs for new and existing homes are available on the product information page. When you are ready to request a new meter, please either contact us to arrange installation at your home. If you are unsure which meter is best for you, consider contacting an electrician for advice. 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. Meter options and installation costs for new and existing homes are available on the product information page. When you are ready to request a new meter, please either contact us to arrange installation at your home. If you are unsure which meter is best for you, consider contacting an electrician for advice.

What is multi-factor authentication?

Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account. Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account.

How do I add a mobile number or email address to my Synergy account?

Please call our contact centre on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 Monday to Friday 8am to 5pm (business customers), to update your account details.    Please call our contact centre on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 Monday to Friday 8am to 5pm (business customers), to update your account details.   

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 other renewable sources of energy?

Renewable energy is produced from sources that cannot be depleted. Renewable energy is produced from sources that cannot be depleted.

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

Can 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) 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)

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.

What's the difference between EasyGreen and NaturalPower?

Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle between in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle between in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save