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Why is my bill late?
To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible. To enable timely and accurate billing, Synergy must receive the correct metering data from the meter at your property from the network provider. On occasion the provision of this data may be delayed for a number of reasons including but not limited to metering delays through the network provider, a meter change on the property, a product change on the Synergy account or metering data validation issues. Recently, due to technical issues, the network operator has been unable to provide us with metering data for some accounts since the meters were last read. As a result, we’ve been unable to issue bills to impacted accounts for recent electricity consumption as per our standard 60-day billing cycle. This means that bills for impacted accounts will cover a longer period of time than usual. Synergy is working closely with the network operator to assist and resolve the technical issue as a priority and we will issue bills for impacted accounts as soon as possible.
How do I know my money has paid for renewable energy sources?
Synergy will only use your contribution to purchase renewable energy certificates (RECs) from Australia's nationally accredited source Greenpower. Renewable energy purchased by Synergy is fed in to the electricity grid where it mixes with energy produced from non-renewable sources; before being supplied to your business. Synergy will only use your contribution to purchase renewable energy certificates (RECs) from Australia's nationally accredited source Greenpower. Renewable energy purchased by Synergy is fed in to the electricity grid where it mixes with energy produced from non-renewable sources; before being supplied to your business.
What browsers are recommended for My Account and the Synergy website?
To ensure the best browsing experience, we recommend you download the latest version of... To ensure the best browsing experience, we recommend you download the latest version of...
Changing your contact details?
If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes. If you've recently changed your details, you can conveniently update them online, via My Account. If you haven't already, register for My Account, it only takes 5 minutes.
Who should be the account holder of a temporary supply?
Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details. Whenever a property has a power supply, there must be an account holder who is responsible for paying the account. The account holder is usually the property owner, but if you only need power temporarily, the builder or electrician can be the account holder.This way, the tradesperson will be billed for any power used during construction. If you’re not sure who should be responsible, check your building contract for details.
Am I notified of successful Direct Debit transactions?
No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.
When is the money debited from my account, if paying by Direct Debit?
The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account. The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.
How can I lodge a complaint?
We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below. We offer a number of options for you to lodge a complaint: Call us on 13 13 53 between 7am and 7pm, Monday to Friday (except public holidays) Write to us at GPO Box K851, Perth, 6842. Lodge your feedback or complaint online using the email us form below.
How we calculate your bill
The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill. The rates and charges for electricity are set by the State Government. Synergy uses these to calculate your electricity bill in two parts. It's a combination of how much electricity you use and a daily cost for your connection to the electricity network. Your electricity use information is provided to us by Western Power who reads your meter approximately every two months. This is called ‘meter data’ or ‘energy data’ and is obtained from actual meter readings or estimated meter readings. Synergy is required to use this data when calculating your bill. This is then used by Synergy to calculate your electricity bill. We do this by applying your nominated electricity tariff or plan to the data, to obtain what we refer to as ‘billing data’. Western Power is responsible for the meter/energy data and Synergy is responsible for billing data. If, for any reason, you feel the amount on your bill is not what you expected, simply submit an enquiry online and we will review your bill.
Alternating current (AC)
This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home. This is the type of power used by most of our appliances. If you’re using solar panels or a battery, you’ll have an inverter to change the batter or solar DC power into AC power so you can use it in your home.