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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.