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What happens if my new home has solar and or battery storage installed?
Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more. Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more.
What is a payment extension?
If you’re planning to pay your 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 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 bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your 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 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 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 bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment extension application is successful at the end of the process.
How often will I get billed for gas?
We’ll send your gas bill to the billing address we have on file, or to your inbox if you’ve signed up for Paperless. You’ll generally get a bill every second month. We’ll send your gas bill to the billing address we have on file, or to your inbox if you’ve signed up for Paperless. You’ll generally get a bill every second month.
Can I switch to a different plan anytime?
Yes you can. If you’re looking to switch plans or move from a tariff to plan, simply call us on 1800 730 265 or request a call back to discuss the best solution for your business – we’re here to help. Termination fees may apply if you are switching before the end of an existing contract. Yes you can. If you’re looking to switch plans or move from a tariff to plan, simply call us on 1800 730 265 or request a call back to discuss the best solution for your business – we’re here to help. Termination fees may apply if you are switching before the end of an existing contract.
Why is multi-factor authentication required?
Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA. Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.
What information am I required to provide for a missing payment enquiry?
Missing BPay payments: Complete copy of a bank statement clearly showing; Payment amount Payment date Bank account holder/authorised payer 's name Biller code Payment reference number Receipt number You can find these details using online banking or by asking your financial institution for a copy of your statement. Missing Credit Card payments Complete copy of your credit card statement detailing the payment which includes: Payment date Payment amount Card holder’s name First 6 digits & last 3 digits of the card number You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing Australia Post payments Please provide a complete copy of your Australia Post receipt detailing the payment which includes: Payment date Payment amount Payment number Receipt number Post office location A copy of the complete receipt is required and must be readable - you can request a copy from the Australia Post location where payment was made. Missing Centrepay deductions Please provide a complete copy of your Centrelink Transaction History detailing the payment which includes: Payment amount/s Payment date/s Payment number Centrelink CRN Name of the Centrelink concession holder You can find a copy of your Transaction History in your MyGov account. You can also contact Centrelink and ask for a copy of Centrepay Deduction transaction history with the required information to be sent to you. Missing Cheque payments Please provide a complete copy of your bank statement detailing the payment which includes: Payment amount Date cheque has 'presented' with the bank You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing BPay payments: Complete copy of a bank statement clearly showing; Payment amount Payment date Bank account holder/authorised payer 's name Biller code Payment reference number Receipt number You can find these details using online banking or by asking your financial institution for a copy of your statement. Missing Credit Card payments Complete copy of your credit card statement detailing the payment which includes: Payment date Payment amount Card holder’s name First 6 digits & last 3 digits of the card number You can find these details through your online banking or by asking your financial institution for a copy of your statement. Missing Australia Post payments Please provide a complete copy of your Australia Post receipt detailing the payment which includes: Payment date Payment amount Payment number Receipt number Post office location A copy of the complete receipt is required and must be readable - you can request a copy from the Australia Post location where payment was made. Missing Centrepay deductions Please provide a complete copy of your Centrelink Transaction History detailing the payment which includes: Payment amount/s Payment date/s Payment number Centrelink CRN Name of the Centrelink concession holder You can find a copy of your Transaction History in your MyGov account. You can also contact Centrelink and ask for a copy of Centrepay Deduction transaction history with the required information to be sent to you. Missing Cheque payments Please provide a complete copy of your bank statement detailing the payment which includes: Payment amount Date cheque has 'presented' with the bank You can find these details through your online banking or by asking your financial institution for a copy of your statement.
What is a BSB number and where do I find it?
Your BSB number is the 6-digit code identifying your bank and the branch where your account is held. If you are unsure of your BSB number, your bank or financial institution can help you. It is important to enter the correct BSB when you register for Direct Debit within My Account. Register for My Account Your BSB number is the 6-digit code identifying your bank and the branch where your account is held. If you are unsure of your BSB number, your bank or financial institution can help you. It is important to enter the correct BSB when you register for Direct Debit within My Account. Register for My Account
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.
Can I add my concession card on more than one account?
Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence). Unfortunately, no. The Office of State Revenue governs concession card guidelines and any eligible rebates or concessions can be applied to one account (your main residence).
What happens if my energy supply is interrupted?
If your power outage is causing an emergency, call Western Power on 13 13 51 right away. It's best to use a landline phone if you’re calling about power problems, because they don’t need power to operate. We can also recognise your location and pass on the right information to you. If your power outage is causing an emergency, call Western Power on 13 13 51 right away. It's best to use a landline phone if you’re calling about power problems, because they don’t need power to operate. We can also recognise your location and pass on the right information to you.
Can I change my green energy contribution at any time?
Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done. Log in to My Account 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
What does EasyGreen cost?
EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options EasyGreen® lets you choose a fixed contribution ranging from $10 to $80 that gets added to your Synergy bill. Your EasyGreen contribution is in addition to the standard tariff you pay for the electricity you receive from Synergy. The tariff is set by the state government and is generally reviewed and reset annually, taking into account any cost increases. Synergy will use your EasyGreen contribution to purchase an equivalent amount of renewable energy certificates (RECs) produced from nationally accredited GreenPower renewable energy sources. Learn more about green energy options
Who do I call if I have an electricity emergency?
You need to call Western Power on 13 13 51.The electricity grid is owned by Western Power, so it’s their responsibility to maintain the power supply to your home or business. They’re also experts in this area, so you’ll be in good hands.Western Power owns and operates the power poles and wires in south west WA, and deal with any power supply interruptions or repairs. If you’re in a remote area of WA, you may be serviced by Horizon Power. You need to call Western Power on 13 13 51.The electricity grid is owned by Western Power, so it’s their responsibility to maintain the power supply to your home or business. They’re also experts in this area, so you’ll be in good hands.Western Power owns and operates the power poles and wires in south west WA, and deal with any power supply interruptions or repairs. If you’re in a remote area of WA, you may be serviced by Horizon Power.
Can I lock my meter box?
You can lock your meter box as long as the lock is an approved Western Power lock. An approved Western Power lock can be purchased from licensed locksmiths and security suppliers. You can lock your meter box as long as the lock is an approved Western Power lock. An approved Western Power lock can be purchased from licensed locksmiths and security suppliers.
What is a tariff (also known as a standard contract)?
A regulated electricity or gas tariff is defined as a standard contract. The terms of a standard contract are governed by regulations and must be approved by the Economic Regulation Authority. A standard contract outlines the standard terms and conditions for all customers who pay standard prices for their gas. View our range of government regulated tariffs for your business A regulated electricity or gas tariff is defined as a standard contract. The terms of a standard contract are governed by regulations and must be approved by the Economic Regulation Authority. A standard contract outlines the standard terms and conditions for all customers who pay standard prices for their gas. View our range of government regulated tariffs for your business
If I have a battery, can I participate in DEBS?
Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more Yes. DEBS lets customers export excess energy back to the grid from eligible distributed energy technologies including certain export capable batteries, solar and electric vehicles. Eligibility criteria are set out in the DEBS Terms and Conditions. Read more
When will I receive my final bill?
If you've submitted a move out request, we’ll issue a final bill and commence to close this account and terminate your contract after the move out date. It takes around 5 business days to process your request and you’ll receive your final bill after that. If you've submitted a move out request, we’ll issue a final bill and commence to close this account and terminate your contract after the move out date. It takes around 5 business days to process your request and you’ll receive your final bill after that.
What is a non-standard contract (we call this a business plan)?
A non-standard contract is exactly that – non-standard. Essentially it is a contract that can include different terms and conditions, variations in price, contract length and payment options. Non-standard contracts are negotiated directly with you and don’t require approval by the Economic Regulation Authority. However, these contracts must comply with relevant regulations. If you generally consume about $16,000 per year, you may be eligible for a non-standard contract. A non-standard contract is exactly that – non-standard. Essentially it is a contract that can include different terms and conditions, variations in price, contract length and payment options. Non-standard contracts are negotiated directly with you and don’t require approval by the Economic Regulation Authority. However, these contracts must comply with relevant regulations. If you generally consume about $16,000 per year, you may be eligible for a non-standard contract.
What precautions can I take to protect my security?
Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information. Synergy encourages customers to be vigilant with all online communications and transactions including by: Regularly updating your passwords with ‘strong’ passwords and not re-using passwords. Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy. Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender. Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information.
Will any new security measures impact my online experience?
Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times. As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information. Below are a few specific items which can cause security related performance and access issues with MyAccount. You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. 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. Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times. As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information. Below are a few specific items which can cause security related performance and access issues with MyAccount. You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. 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.
What is the difference between a Synergy account and My Account?
A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account. A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account.
How do I find out if there's an outage in my area?
To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here. To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here.
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.
Can we download our business 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. If your business uses financial systems such as MYOB, QuickBooks or Xero, many of these systems support 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. If your business uses financial systems such as MYOB, QuickBooks or Xero, many of these systems support 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)
Can I view the Synergy website in another language?
Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services. Our website is written in English. If you require information in another language please call 13 14 50 to utilise our interpreter services.
What solar system will work best for me?
There are many different variables to consider when choosing the best solar power system for your business. There are many different variables to consider when choosing the best solar power system for your business.
Why can’t I receive Automated REBS payments if I am a self-reader?
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. 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.
Do 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 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
Will I receive any compensation?
If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment.If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment. If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment.If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.
Will I receive any compensation?
If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment. If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment. If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.
I’m building a new home, can I choose my energy plan?
We’ve got a range of energy products to help you save time, money, and your impact on the environment. Compare plans to find the right one for your home. Compare plans We’ve got a range of energy products to help you save time, money, and your impact on the environment. Compare plans to find the right one for your home. Compare plans
How long will it take for Synergy to address my complaint?
We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled. We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled.
What 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 an anytime plan. If you're using more during the peak periods, then your energy bill for your energy will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Call us on 13 13 54 and we can check your usage history to confirm if the current plan or tariff you're on is best for your business. Compare plans to explore your options 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 an anytime plan. If you're using more during the peak periods, then your energy bill for your energy will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Call us on 13 13 54 and we can check your usage history to confirm if the current plan or tariff you're on is best for your business. Compare plans to explore your options
How does Synergy protect my personal information?
Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to. Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to.
How 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. 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 happens if my business plan expires?
We'll still continue to supply your electricity and/or gas at the applicable out of contract rates or tariffs (if you're eligible for this supply) until your contract has been renewed. If it's time to renew your plan, get in touch and we'll help you find the right energy solution for your business - call us on 1800 730 265 or request a call back. We'll still continue to supply your electricity and/or gas at the applicable out of contract rates or tariffs (if you're eligible for this supply) until your contract has been renewed. If it's time to renew your plan, get in touch and we'll help you find the right energy solution for your business - call us on 1800 730 265 or request a call back.
What types of credit cards can I use for Direct Debit?
You can use Visa, Mastercard or American Express. If you pay by debit or credit card, a transaction fee will apply and be added to your next Synergy bill. You can use Visa, Mastercard or American Express. If you pay by debit or credit card, a transaction fee will apply and be added to your next Synergy bill.
What if I don't have a mobile number or email address linked to my Synergy account?
Please call our contact centre on 13 13 53 Monday to Friday 7am to 7pm (residential customers), or 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 Monday to Friday 7am to 7pm (residential customers), or 13 13 54 Monday to Friday 8am to 5pm (business customers) to update your account details.
I am a premium Feed-in Tariff (FiT) customer. Does this affect me?
The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated. The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated.
What will be the DEBS rate?
From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
How 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 $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct. 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 $571.43 (inc GST) is charged by Synergy in order to recover costs charged by Western Power to visit a site and remove a temporary supply. This fee may change from time to time but as of 1 July 2025 it's correct.
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 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (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 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (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