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Can I connect energy to my new premises while my old premises is still connected?
Definitely. You can switch on your new business premises connection while you're still packing up the old premises (as long as the new space is vacant at the time, with no active energy account). Transfer your connection Definitely. You can switch on your new business premises connection while you're still packing up the old premises (as long as the new space is vacant at the time, with no active energy account). Transfer your connection
Where can I find my account number?
It's the 8-12 digit number, located top right of your bill (on the front page). It's the 8-12 digit number, located top right of your bill (on the front page).
What is a MIRN number?
MIRN stands for Meter Installation Reference Number - this is the unique number used by our gas supplier (ATCO) to identify the gas meter at your premises. Your MIRN can be found on your bill. MIRN stands for Meter Installation Reference Number - this is the unique number used by our gas supplier (ATCO) to identify the gas meter at your premises. Your MIRN can be found on your bill.
How do I remove a Synergy account from Synergy My Account?
To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more To understand how to remove a Synergy account from your Synergy My Account with step by step instructions, please click read more
What are Synergy Engage operational hours?
Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only. Synergy Engage operational hours are 8am – 5pm weekdays. This program is available by invitation only.
What is the activation standby window and how do energy offset credits work?
The activation standby window is the approximate two-hour window before a Battery Rewards activation event occurs. During this time any available capacity is put on hold, where your battery will be given the instruction to charge to full in preparation for the upcoming activation event. Energy offset credits will apply during this time to compensate for any energy you need to draw from the energy system, up to the maximum capacity of your battery. The activation standby window is the approximate two-hour window before a Battery Rewards activation event occurs. During this time any available capacity is put on hold, where your battery will be given the instruction to charge to full in preparation for the upcoming activation event. Energy offset credits will apply during this time to compensate for any energy you need to draw from the energy system, up to the maximum capacity of your battery.
How long does it take to find a missing payment?
The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue. The missing payments process can take up to a maximum of 3 weeks - this time allows us to locate your payments as well as have enough time for any follow ups that may be required regarding the issue.
How do I cancel my Direct Debit?
The easiest way to cancel your Direct Debit or update your account details is via My Account. Your payment may still be debited automatically if you cancel your Direct Debit less than 5 business days before your next bill payment or instalment is due. The easiest way to cancel your Direct Debit or update your account details is via My Account. Your payment may still be debited automatically if you cancel your Direct Debit less than 5 business days before your next bill payment or instalment is due.
What are the terms and conditions for Direct Debit?
The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement 190KB The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement 190KB
What happens if my bank account has insufficient funds?
If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000. If there are insufficient funds in your bank or credit/debit card account, the transaction will usually be rejected by your bank. We will post you a rejection notification and details of any dishonour fees charged to us by your bank, which are then added to your next bill. Late payment of your energy account could result in an overdue notice fee. Additional late payment charges may apply to outstanding balances over $1,000.