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How do I find out if there's an outage in my area?
To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here. To see if there's a planned or unplanned power outage in your area, simply visit the Western Power outage page and enter your postcode. You can also sign up to receive SMS updates from Western Power to stay informed. Check for power outages in your area Report an outage If you need to report an outage, please call Western Power on 13 13 51. Did you know? There are three categories of participants in Western Australia’s electricity industry involving three supply chains: Generators – Produce electricity from a variety of renewable and non-renewable sources. Distributors – Network businesses, such as Western Power, that transport electricity from generation sites to homes and businesses and who are responsible for building and maintaining the network of poles and wires. Retailers – Electricity retailers, such as Synergy, who purchase electricity from generators and supply electricity to homes and businesses. Learn more about who is responsible for what in Western Australia’s electricity industry here.
Why do I receive adjusted bills?
If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle. If you have received more than one bill in a billing cycle, this could be why: Your Synergy bill is based on information we receive from Western Power - and sometimes they need to provide us with estimated data for your billing cycle. After your meter reading is available, this ‘substitute’ data will then be updated with what’s known as ‘actual’ data. If we receive your actual data after we have billed you based on your substitute data, we need to then issue another bill. You might see a credit or a debit, depending on your actual electricity use. This is known as bill adjustment and means you could receive more than one bill within a billing cycle.
Why do I have to provide proof of payment if I have a missing payment?
Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank. Synergy requires proof of payment to be able to correctly locate, identify & transfer you missing payments. The information requested help us to identify your specific payment in our system and if necessary, to be able to verify payments further with our bank.
What types of credit cards can I use for Direct Debit?
You can use Visa, MasterCard or American Express. If you pay by credit card, a transaction fee will apply and is usually added to your Synergy bills. You can use Visa, MasterCard or American Express. If you pay by credit card, a transaction fee will apply and is usually added to your Synergy bills.
What is My Account?
My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account My Account is a secure, energy management tool that gives you more control of your energy from any device, whenever it suits: Track your energy usage and more Compare your energy usage with similar homes Access popular energy saving tips View and download your Synergy bills Pay faster using a secure, quick and simple payment process and save your credit/debit card for future bill payments View and compare your payment history Set and forget with Direct Debit using your bank account or credit/debit card Request a payment extension Arrange a move-in or move-out Manage your green energy products Nominate a bank account so we can automatically send you any REBS payments earned Read our guide for the above My Account actions Register for My Account Log in to My Account
Can I nominate somebody else to manage my connection?
Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB) Yes, you can nominate others to manage your energy account on your behalf. You can do this by filling out a simple form or you can add them to your account when you move home. Download consent form (PDF 100KB)
What is the current Renewable Energy Buyback Scheme (REBS) rate?
Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid Existing REBS customers can remain on REBS so long as they don’t upgrade their system and subject to the REBS Terms and Conditions. For the most up-to-date information about buyback rates and charges please view our REBS pricing schedule and DEBS pricing schedule. Learn more about exporting back to the grid
Need more time to pay your bill?
Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy. Request a payment extension Then we're here to help. If you need a little more time to pay, then you can apply for a payment extension in just a few clicks. You'll have the option to extend your payment due date up until just before your next bill is due to be paid. Just have a copy of your bill handy. Request a payment extension
How long does it take to connect a meter to our building site?
It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number: New electricity application for a single connection (PDF 470KB) New Electricity Application for multiple connection (PDF 480KB) Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas. It depends on how many steps below you need completed to connect your site: First, check for underground power installed on your block. Look for a shiny green dome or call Western Power on 13 10 87 to confirm or to install your dome. Apply for a new connection with us - we'll process your request within 3-5 days and issue you with a reference number: New electricity application for a single connection (PDF 470KB) New Electricity Application for multiple connection (PDF 480KB) Pass on the reference number/s on to your builder or electrician. Your builder/ electrician will liaise with Western Power to get your meter installed and connected to the grid. Allow 5 working days in a metropolitan area, and up to 10 working days in rural areas.
What's the difference between EasyGreen and NaturalPower?
Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save Both EasyGreen and NaturalPower contributions are used to purchase renewable energy certificates (RECs) from GreenPower. With EasyGreen, you pay a set amount each billing cycle in addition to your daily electricity charges. With NaturalPower you can buy an agreed amount based on a % of your electricity consumption. Calculate your contribution and see how much greenhouse emissions you'll save