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Can I cancel my green energy contribution?
Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply. Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply.
Who do I call if I have a gas emergency or fault?
For gas emergency or supply faults, if you can smell gas, or if your gas supply has been interrupted, call ATCO's Gas Emergency Line on 13 13 52. For gas emergency or supply faults, if you can smell gas, or if your gas supply has been interrupted, call ATCO's Gas Emergency Line on 13 13 52.
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.
Are there any tariff based options available?
We offer a range of tariffs based on standard contracts, suitable for a range of businesses from small to midsized to large industries. Learn more about the tariff options available: Regulated tariffs for businesses spending less than $16,000 p.a. on electricity Regulated tariffs for businesses spending more than $16,000 p.a. on electricity We offer a range of tariffs based on standard contracts, suitable for a range of businesses from small to midsized to large industries. Learn more about the tariff options available: Regulated tariffs for businesses spending less than $16,000 p.a. on electricity Regulated tariffs for businesses spending more than $16,000 p.a. on electricity
Battery capacity
This is the amount of energy a battery is able to store and deliver in a single discharge. Battery capacity is usually measured in kilowatt hours (kWh) for home batteries. This is the amount of energy a battery is able to store and deliver in a single discharge. Battery capacity is usually measured in kilowatt hours (kWh) for home batteries.
Kilowatt (kW)
This is a unit that power is measured in. See the definition of power. This is a unit that power is measured in. See the definition of power.
Charge/discharge rate
This is the rate at which a battery can be charged and discharged. It’s a measurement of power and can be expressed in kilowatts(kW). The higher the charge rate, the faster your battery will be able to charge. The lower the discharge rate, the longer your battery will last but you’ll need to rely on the grid to support larger appliances. This is the rate at which a battery can be charged and discharged. It’s a measurement of power and can be expressed in kilowatts(kW). The higher the charge rate, the faster your battery will be able to charge. The lower the discharge rate, the longer your battery will last but you’ll need to rely on the grid to support larger appliances.
Kilowatt-Hour (kWh)
This is a unit of measurement for energy. See the definition of energy. This is a unit of measurement for energy. See the definition of energy.
Solar panels
These are panels designed to absorb the sun’s rays as a source of energy for generating electricity. If you’re looking for a solar system for your home, the solar panels will be installed on your roof, in a position that will catch the most sunshine. These are panels designed to absorb the sun’s rays as a source of energy for generating electricity. If you’re looking for a solar system for your home, the solar panels will be installed on your roof, in a position that will catch the most sunshine.
Can I transfer my net feed-in tariff to another home?
Unfortunately no. The net feed-in tariff can only be applied to the home registered against the subsidy. Any subsequent customer that moves into this premises will be entitled to receive this subsidy, but only for the remaining balance of the 10 year period. Read the REBS terms and conditions. Unfortunately no. The net feed-in tariff can only be applied to the home registered against the subsidy. Any subsequent customer that moves into this premises will be entitled to receive this subsidy, but only for the remaining balance of the 10 year period. Read the REBS terms and conditions.
Which is better for my business - a plan or tariff?
If your business spends more than $16,000 per year on your electricity, then a business plan is likely to offer you more benefits than a government, regulated tariff. Business plans can offer tailored, energy solutions that include a range of benefits such as discounted rates to help save you money or fixed rates that allow more control over your energy costs with minimal surprises. If your business spends more than $16,000 per year on your electricity, then a business plan is likely to offer you more benefits than a government, regulated tariff. Business plans can offer tailored, energy solutions that include a range of benefits such as discounted rates to help save you money or fixed rates that allow more control over your energy costs with minimal surprises.
Can I receive my bill notification via SMS?
Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees. Another good reason to switch to Paperless. Switch now Yes. As a part of Paperless you can also opt into receiving an SMS reminder when your bill's arrived and we will also send you a friendly reminder just before your bill is due so you can avoid any late fees. Another good reason to switch to Paperless. Switch now
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 $576.95 (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 2024 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 $576.95 (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 2024 it's correct.
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.
Will I still receive a Synergy bill if I sign up for BPAY View?
No, not directly to your inbox or mailbox. When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy. If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS) and Automated REBS Payments. Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these. No, not directly to your inbox or mailbox. When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy. If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS) and Automated REBS Payments. Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these.
Understanding my bill
The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation. The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation.
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.