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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
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 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.
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.
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing. Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing. Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
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 the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle 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 the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle
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.