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Accessibility

Accessibility

Synergy is committed to continually improving the accessibility and usability of our website to ensure it is accessible to as many customers as possible – regardless of device, technology or ability.

Update your details

Update your details

Any change can be good but updating your energy account is probably one of the last things on your mind. That's why we've made keeping your account details up-to-date easy.

Innovate RAP

Innovate RAP

The next stage of our commitment towards reconciliation.

How to finalise a deceased estate

FAQHow to finalise a deceased estate

Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm.   Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps.  Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth  Premise address   Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account.    You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth  Premise address   To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address.  If required we’ll contact you to finalise arrangements in respect of the account.  Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days.   Losing a loved one is difficult and we are here to guide you through the process to finalise a Synergy account to make it as easy as possible. Before we make any changes to the account, it is important for us to know if you are an authorised person on the account. If you are unsure, please contact Synergy on 13 13 53 between 7am until 7pm.   Upon receiving notification of the passing of the account holder, we will respectfully close their account following the date of notification. Our priority is to handle the account with care, ensuring that no ongoing changes or consumption are attributed to the deceased’s account after the account has been closed. There are two ways to finalise an account, so we’ve put together this information to help you through the steps.  Option 1 – I am an authorised person on the account If you are an authorised person on the account simply head to our Moving home form or log into My Account to close the account and then open a new account if required. Or, if preferred, you can speak to someone directly on 13 13 53 between 7am until 7pm. You will require the following information to finalise the account: Account number Account holder name Account holder date of birth  Premise address   Option 2 - I am not an authorised person on the account. If you are not an authorised person on the account, don’t worry we may still be able to assist you with finalising the account - we just need some additional information from you. We will require one of the below documents: Certificate of Probate (this names the executor of the deceased estate) Letter of Administration An Authority to Deal with a Deceased Estate Statutory Declaration If the Public Trustee is handling the estate, they will contact us regarding the account.    You will also require the following information to finalise the account: Account number Account holder name Account holder date of birth  Premise address   To make it easier you can send your documentation to us at trustee@synergy.net.au including your contact details, Synergy account number and address.  If required we’ll contact you to finalise arrangements in respect of the account.  Once the documentation has been emailed and is received, Synergy will provide an automatic reference number via email. Important: please ensure you keep this reference number. This request will be processed within 7 business days.  

Are there any additional costs for My Account?

FAQAre there any additional costs for My Account?

No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account

How does self-reading your meter work?

FAQHow does self-reading your meter work?

You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings. You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer. Here’s a quick guide to how the self-read process works: Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.) You receive your Synergy bill. If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used. Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months. Please visit the Western Power website for more details about your meter readings.

How long will it take to receive a response to my Freedom of Information request?

FAQHow long will it take to receive a response to my Freedom of Information request?

Within 45 days you will be provided with a notice of decision which will include details such as:  The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights. Within 45 days you will be provided with a notice of decision which will include details such as:  The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights.

What happens to my Direct Debit when I move house?

FAQWhat happens to my Direct Debit when I move house?

Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.  When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account) Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.  When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account)

I have received an SMS from 0408 673 340, is this from Synergy?

FAQI have received an SMS from 0408 673 340, is this from Synergy?

Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply. Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply.

What is a one-off bank transfer payment?

FAQWhat is a one-off bank transfer payment?

One off bank payment is a new, fee-free way of paying your Synergy bill using your bank details. Make a one off payment. All you need is your BSB and bank account number. One off bank payment is a new, fee-free way of paying your Synergy bill using your bank details. Make a one off payment. All you need is your BSB and bank account number.

Can I cancel Paperless at any time?

FAQCan I cancel Paperless at any time?

Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Log in to My Account Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Log in to My Account

Can I cancel Paperless at any time?

FAQCan I cancel Paperless at any time?

Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Register for My Account Yes. My Account makes it easy for you to switch between paper and paperless at any time. Just select Paperless from the right hand menu to cancel this service in less than three clicks. We’ll also ask why you’re cancelling Paperless along the way to help us continue to make our services even better. Register for My Account

How long will it take to receive a response to my Freedom of Information request?

FAQHow long will it take to receive a response to my Freedom of Information request?

Within 45 days you will be provided with a notice of decision which will include details such as:  The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights. Within 45 days you will be provided with a notice of decision which will include details such as:  The date on which the decision was made The name and the designation of the officer who made the decision If access is refused, the reasons for claiming the document exempt information on the rights of review and the procedures to be followed to exercise those rights.

What happens to my Direct Debit when I move premises?

FAQWhat happens to my Direct Debit when I move premises?

Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.  When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account) Your can keep your Direct Debit arrangement in place to pay your final bill on your existing account.  When you move, we'll ask you to confirm or update your Direct Debit preference and details so we can make sure they're set up for your new property. You can manage your Direct Debit through My Account, or you can contact us and one of our friendly colleagues will assist you to re-establish your Direct Debit against your account at your new address. Manage your Direct Debit (via My Account)

Is my payment number the same as my account number?

FAQIs my payment number the same as my account number?

It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill.  This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card.  It's the 8-12 digit number, located top right of your bill (on the front page). Your payment number is the 10 digit number located on the bottom right, below the dotted line, on the front of your bill.  This number is generated each time you make a payment and is needed when conveniently paying your bill online using a credit or debit card. 

What are my payment options?

FAQWhat are my payment options?

As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you. As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you.

What are my payment options?

FAQWhat are my payment options?

As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you. As the rest of the world moves online, so too do your options for paying your bills with Synergy. However, while this is a convenience we offer our customers, it's not mandatory, and there are plenty of options that let you make payments in a manner that's convenient to you.

How many people can access My Account for business?

FAQHow many people can access My Account for business?

You can now have multiple people within your business access your business’s My Account, provided they have their details on file with us. For example, rather than all staff needing to access the My Account with a single login or password, they can now access the My Account using their own emails or mobiles if their details are registered.   To enable additional staff members access to a business's My Account, your staff members will need to contact our business contact centre so our team can identify them as an employee and list them on the account as an authorised contact, along with their mobile number and email.  To make the identification process easier, they should have a copy of a recent Synergy bill handy.  Once an employee and their contact details are listed on the account, they will be able to log in via Multi-Factor Authentication (MFA) with their email address and/or mobile phone.  You can now have multiple people within your business access your business’s My Account, provided they have their details on file with us. For example, rather than all staff needing to access the My Account with a single login or password, they can now access the My Account using their own emails or mobiles if their details are registered.   To enable additional staff members access to a business's My Account, your staff members will need to contact our business contact centre so our team can identify them as an employee and list them on the account as an authorised contact, along with their mobile number and email.  To make the identification process easier, they should have a copy of a recent Synergy bill handy.  Once an employee and their contact details are listed on the account, they will be able to log in via Multi-Factor Authentication (MFA) with their email address and/or mobile phone. 

Will my business benefit from an off peak plan?

FAQWill my business benefit from an off peak plan?

It really depends on how and when your business operates. As a general rule of thumb, your business needs to use at least 35% of its energy out of hours – between 10pm and 8am weekdays and anytime on the weekend – to make the most of lower off peak rates.  It really depends on how and when your business operates. As a general rule of thumb, your business needs to use at least 35% of its energy out of hours – between 10pm and 8am weekdays and anytime on the weekend – to make the most of lower off peak rates. 

Help & advice

Help & advice

If you're looking for answers on solar and battery then you've come to the right spot. We'll advice and support you every step of the way.

Commercial solar

Commercial solar

Help and advice about solar options for your business.

Payments

Payments

Help and advice about payments.

Are there any additional costs for My Account?

FAQAre there any additional costs for My Account?

No, My Account is a free service for all our customers to make managing your energy use easier. If you pay your bill using a debit or credit card, a small transaction fee will be applied at the time of payment. There is no surcharge or transaction fee if you choose to pay using your bank details.  Register for My Account No, My Account is a free service for all our customers to make managing your energy use easier. If you pay your bill using a debit or credit card, a small transaction fee will be applied at the time of payment. There is no surcharge or transaction fee if you choose to pay using your bank details.  Register for My Account

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Synergy acknowledges the Traditional Custodians throughout Western Australia and their continuing connection to the land, water and community. We pay our respects to all members of the Aboriginal communities and their cultures; and to Elders past, present and emerging.