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I’m building a new home, can I choose my energy plan?
We’ve got a range of energy products to help you save time, money, and your impact on the environment. Compare plans to find the right one for your home. Compare plans We’ve got a range of energy products to help you save time, money, and your impact on the environment. Compare plans to find the right one for your home. Compare plans
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.
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 an anytime plan. If you're using more during the peak periods, then your energy bill for your energy will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Call us on 13 13 54 and we can check your usage history to confirm if the current plan or tariff you're on is best for your business. Compare plans to explore your options 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 an anytime plan. If you're using more during the peak periods, then your energy bill for your energy will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Call us on 13 13 54 and we can check your usage history to confirm if the current plan or tariff you're on is best for your business. Compare plans to explore your options
How does Synergy protect my personal information?
Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to. Synergy protects any information provided to us as part of a hardship assessment as per our standard privacy policy unless otherwise agreed. Upon agreement Synergy may release information to assist in accessing any grants or additional assistance a customer may be entitled to.
How do I submit a Freedom of Information request?
The proclamation of the Freedom of Information Act 1992 (WA) on 1 November 1993 gives the community a legal right of access to documents held by all state and local government organisations. A document includes any record or part of a record, and any copy or reproduction. It therefore covers files, computer printouts, maps, plans, photographs, tape recordings, films, video tapes or electronically-stored information. The proclamation of the Freedom of Information Act 1992 (WA) on 1 November 1993 gives the community a legal right of access to documents held by all state and local government organisations. A document includes any record or part of a record, and any copy or reproduction. It therefore covers files, computer printouts, maps, plans, photographs, tape recordings, films, video tapes or electronically-stored information.
What happens if my business plan expires?
We'll still continue to supply your electricity and/or gas at the applicable out of contract rates or tariffs (if you're eligible for this supply) until your contract has been renewed. If it's time to renew your plan, get in touch and we'll help you find the right energy solution for your business - call us on 1800 730 265 or request a call back. We'll still continue to supply your electricity and/or gas at the applicable out of contract rates or tariffs (if you're eligible for this supply) until your contract has been renewed. If it's time to renew your plan, get in touch and we'll help you find the right energy solution for your business - call us on 1800 730 265 or request a call back.
What types of credit cards can I use for Direct Debit?
You can use Visa, Mastercard or American Express. If you pay by debit or credit card, a transaction fee will apply and be added to your next Synergy bill. You can use Visa, Mastercard or American Express. If you pay by debit or credit card, a transaction fee will apply and be added to your next Synergy bill.
What if I don't have a mobile number or email address linked to my Synergy account?
Please call our contact centre on 13 13 53 Monday to Friday 7am to 7pm (residential customers), or 13 13 54 Monday to Friday 8am to 5pm (business customers) to update your account details. Please call our contact centre on 13 13 53 Monday to Friday 7am to 7pm (residential customers), or 13 13 54 Monday to Friday 8am to 5pm (business customers) to update your account details.
I am a premium Feed-in Tariff (FiT) customer. Does this affect me?
The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated. The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated.
What will be the DEBS rate?
From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system. From 1 July 2025, the DEBS buyback rates will be: Electricity net exported at peak times between 3pm and 9pm will earn 10c/kWh; Electricity net exported at all other times will earn 2c/kWh. The DEBS buyback rates will be reviewed each year by the State Government, just like other regulated electricity prices. The DEBS buyback rates applies to the first 50 units exported from a customer to the grid each day. This is more than a 5kW solar PV system would be expected to generate daily, even in ideal conditions. The DEBS buyback rates will be the same for the export from batteries as export from solar, recognising that batteries will be a growing component of our energy system.
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 $571.43 (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 2025 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 $571.43 (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 2025 it's correct.
Is there a fee for using a credit or debit card?
A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY