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How do I modify my Direct Debit by Instalment payment frequency?
You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal. You can change your Direct Debit by Instalment frequency online via My Account. You will need to do so at least 5 business days before your next Direct Debit Instalment payment date, so your details and Direct Debit arrangement are updated before your next scheduled Direct Debit Instalment withdrawal.
What is multi-factor authentication?
Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account. Multi-factor authentication (also known as MFA) is a security measure that requires customers to enter a code sent via text message or via email as an additional identity factor before accessing their account.
Can I change or transfer the account holder on a Synergy account?
No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account. No, you are unable to change or transfer the account holder of a Synergy account, even if you are the account holder or an authorised representative on the corresponding Synergy account. If you would like to open and/or close a Synergy account in your name, as the account holder, you can complete our convenient online form here. Please note that the person listed as the account holder is liable for all costs associated with the electricity supply at the supply address listed on the corresponding Synergy account.
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. The current terms and conditions for Direct Debit can be found by downloading a copy of the Direct Debit Service Agreement.
Is there a fee for using a credit or debit card?
A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY A small transfer fee will apply if you prefer to pay your bills or opt in to Direct Debit with a credit or debit card: Mastercard Debit cards will incur a fee of 0.46 % (incl. GST) Mastercard Credit cards will incur a fee of 0.83% (incl. GST) Visa Debit cards will incur a fee of 0.46% (incl. GST) Visa Credit cards will incur a fee of 1.00% (incl. GST) American Express credit cards will incur a fee of 0.77% (incl. GST) If you are setup for Direct Debit and pay via debit or credit card you will continue to see the transaction fee on your next Synergy bill. We offer other payment methods which do not occur transaction fees, these include: Payment through My Account using your bank account Direct Debit using your bank account BPAY
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)