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Who do I call if I have an electricity emergency?
You need to call Western Power on 13 13 51.The electricity grid is owned by Western Power, so it’s their responsibility to maintain the power supply to your home or business. They’re also experts in this area, so you’ll be in good hands.Western Power owns and operates the power poles and wires in south west WA, and deal with any power supply interruptions or repairs. If you’re in a remote area of WA, you may be serviced by Horizon Power. You need to call Western Power on 13 13 51.The electricity grid is owned by Western Power, so it’s their responsibility to maintain the power supply to your home or business. They’re also experts in this area, so you’ll be in good hands.Western Power owns and operates the power poles and wires in south west WA, and deal with any power supply interruptions or repairs. If you’re in a remote area of WA, you may be serviced by Horizon Power.
Can I cancel my green energy contribution?
Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply. Yes, you can cancel your green energy at any time by updating your preferences in My Account. We'll backdate your cancellation or changes to the first day of the current billing period. No cancellation or change fees apply.
What is Direct Debit?
It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger. It’s the set-and-forget way to pay bills. If you sign up for Direct Debit, we’ll debit the charges on your bill automatically from your nominated bank account or credit/debit card, whenever your bill is due to be paid. Choosing Direct Debit means your energy bill is always paid on time, without you having to remember dates, or even lift a finger.
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing. Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing. Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
What if I'm not satisfied with your response to my complaint?
If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint. If you're not satisfied with our response to your complaint, you can: Request that we advise you of the reasons for the outcome in writing Raise the complaint with the Energy and Water Ombudsman (Freecall 1800 754 004). The Energy and Water Ombudsman was established to receive, investigate and facilitate the resolution of complaints. Please contact Synergy before you contact the Energy and Water Ombudsman, so we have the opportunity to resolve your complaint.
What happens if I'm on a time of use plan and start to use more energy during the day?
If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle If you find you're unable to continue using, more of your energy during the cheaper time bands (off peak), then it may be better to switch back to the anytime plan - Home Plan (A1). If you're using more during the peak periods, then your energy bill will increase as you'll no longer be taking advantage of the cheaper rates offered during off period. Compare energy plans to find the best one to suit your lifestyle
What happens if my new home has solar and or battery storage installed?
Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more. Depending on the type and size of the system - you may be eligible to participate in the Distributed Energy Buyback Scheme (DEBS) which means you can earn some extra cash when exporting excess energy back in to the grid which will be applied as a credit to your electricity bill. Call us on 13 13 53 to find out more.
What is a payment extension?
If you’re planning to pay your bill in one lump sum payment and need to extend the "due date" that appears on your bill, this is known as a payment extension. If you apply for a payment extension from Synergy before your bill due date and don’t already have a payment extension or payment arrangement in place, a payment extension can give you a bit more time to pay your bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment extension application is successful at the end of the process. If you’re planning to pay your bill in one lump sum payment and need to extend the "due date" that appears on your bill, this is known as a payment extension. If you apply for a payment extension from Synergy before your bill due date and don’t already have a payment extension or payment arrangement in place, a payment extension can give you a bit more time to pay your bill. It’s easy to apply for a payment extension online – you’ll just need a copy of your bill to get started. We’ll let you know if your payment extension application is successful at the end of the process.
How often will I get billed for gas?
We’ll send your gas bill to the billing address we have on file, or to your inbox if you’ve signed up for Paperless. You’ll generally get a bill every second month. We’ll send your gas bill to the billing address we have on file, or to your inbox if you’ve signed up for Paperless. You’ll generally get a bill every second month.
Understanding my bill
The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation. The bills we send out have a fair bit of important information on them, while most of it is pretty straightforward; there are some things that may need a little more explanation.