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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.
When and for how long would a Battery Rewards activation event occur?
Battery Rewards activation events can occur no more than 30 times per year. Battery Rewards activation events are most likely to occur during peak demand periods. It’s likely that an activation event would occur between 3pm to 9pm in summer and winter. This is when extreme temperatures create a higher demand for electricity. Most events will run for two to three hours but could also run for up to four hours. Battery Rewards activation events can occur no more than 30 times per year. Battery Rewards activation events are most likely to occur during peak demand periods. It’s likely that an activation event would occur between 3pm to 9pm in summer and winter. This is when extreme temperatures create a higher demand for electricity. Most events will run for two to three hours but could also run for up to four hours.