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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 do I receive adjusted bills?
If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle. If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle.
Why do I have to provide proof of payment if I have a missing payment?
Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank. Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank.
What types of credit cards can I use for Direct Debit?
You can use Visa, MasterCard or American Express. If you pay by credit card, a transaction fee will apply and is usually added to your Synergy bills. You can use Visa, MasterCard or American Express. If you pay by credit card, a transaction fee will apply and is usually added to your Synergy bills.
What is My Account?
My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account
Can I nominate somebody else to manage my connection?
Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB) Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB)
What is the current Renewable Energy Buyback Scheme (REBS) rate?
Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid
Need more time to pay your bill?
Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy. Request a payment extension Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy. Request a payment extension
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: New electricity application for a single connection (PDF 470KB) New Electricity Application for multiple connection (PDF 480KB) 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: New electricity application for a single connection (PDF 470KB) New Electricity Application for multiple connection (PDF 480KB) 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's the difference between EasyGreen and NaturalPower?
Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save