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How secure are my Direct Debit details?
We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to. We take protecting your information seriously. Any bank account or credit/debit card details your provide us are kept private and confidential. We’ll only disclose this information, if necessary, to process payments, investigate disputes, or, if we are legally obliged to.
What is a complaint?
A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 54 and our customer service team will be happy to help. A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 54 and our customer service team will be happy to help.
How long will it take to pay back my solar system?
The payback period of your system will depend on your business's unique circumstances. These factors include the amount of electricity your business consumes, what time of the day you use the most energy, the size of your system and the price you paid for its installation. With commercial systems drastically reducing in price over the past few years, the payback period for many businesses has reduced but not all businesses will benefit financially from investing in solar. Learn more about the factors you need to consider when considering solar The payback period of your system will depend on your business's unique circumstances. These factors include the amount of electricity your business consumes, what time of the day you use the most energy, the size of your system and the price you paid for its installation. With commercial systems drastically reducing in price over the past few years, the payback period for many businesses has reduced but not all businesses will benefit financially from investing in solar. Learn more about the factors you need to consider when considering solar
Why am I no longer receiving the Cost of Living Allowance (CoLA) payment?
On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA). On 14 May 2015, the state government announced increases to energy prices for WA households. As part of these changes - they also reviewed the eligibility criteria for the Cost of Living Assistance payment (CoLA).
How do I read my electricity meter?
It all depends on what type of meter you have. Western Power, the network operator, owns and maintains the meter at your premises and is responsible for reading or estimating your meter - unless you're a self reader. For detailed information on ‘how to read your meter’, please read the Western Power meter reading FAQs. It all depends on what type of meter you have. Western Power, the network operator, owns and maintains the meter at your premises and is responsible for reading or estimating your meter - unless you're a self reader. For detailed information on ‘how to read your meter’, please read the Western Power meter reading FAQs.
How many solar panels will I need for my home?
The location of your roof in relation to sunshine, shading, dirt on solar panels and temperature all play a part in maximising your solar power production. The location of your roof in relation to sunshine, shading, dirt on solar panels and temperature all play a part in maximising your solar power production.
What is a complaint?
A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB) A complaint is defined as an expression of dissatisfaction and you would like something done about it, while a query is a request for information (such as the reasons for why we have acted a certain way, or if we can further explain something to you). If dissatisfaction has not been expressed, or the customer has not sought resolution, the matter is not considered to be a complaint. If you would like to talk to us about your situation, call us on 13 13 53 and our customer service team will be happy to help. Read the complaint resolution policy (3.4MB)
Struggling to pay your bill?
Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills. Sometimes it’s hard to pay bills when they all come at once. We understand the stress this can cause. Giving you some extra time to pay, or creating a payment plan are some of the things we can do to help you manage your energy bills.
What if Western Power doesn’t approve my business solar system application?
Western Power in some cases may not approve the system that has been applied for at the business premises. Where this happens, Western Power may provide various options, including approving a smaller sized system, or providing the option to upgrade the network infrastructure servicing your property, for a fee, to connect the system. If your system application is rejected, ask your supplier to work through your options with you and Western Power. Western Power in some cases may not approve the system that has been applied for at the business premises. Where this happens, Western Power may provide various options, including approving a smaller sized system, or providing the option to upgrade the network infrastructure servicing your property, for a fee, to connect the system. If your system application is rejected, ask your supplier to work through your options with you and Western Power.
How do I suspend my Direct Debit by Instalment arrangement?
You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal. You can change the start date of your Direct Debit by Instalment arrangement online via My Account. By changing the start date to a date in the future, this will effectively suspend your Direct Debit by Instalment withdrawals until that date – by cancelling your current Direct Debit arrangement with Synergy and requesting a new Direct Debit arrangement. You will need to do this at least 5 business days before your next scheduled Direct Debit Instalment withdrawal.