Synergy Energy Hub Giveaway Terms & Conditions

Synergy Energy Hub Giveaway Terms & Conditions

What to do if you get a higher electricity bill than you expected

What to do if you get a higher electricity bill than you expected

Paperless - Terms & Conditions

Everything you need to know about Paperless terms and conditions

Concessions

Help and advice about concessions.

Perth Home Show - Win $1000 off your energy account Terms and Conditions

Are there any additional costs for My Account?

No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account No, My Account is a free service for all our customers to make managing your energy use easier. However, your bank may charge standard transaction fees on electronic payments you make. Register for My Account

Am I notified of successful Direct Debit transactions?

No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.

When is the money debited from my account, if paying by Direct Debit? 

The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account. The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.

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 0.43 % (incl. GST) Mastercard Credit cards will incur a fee of 0.77% (incl. GST) Visa Debit cards will incur a fee of 0.39% (incl. GST) Visa Credit cards will incur a fee of 0.90% (incl. GST) American Express credit cards will incur a fee of 0.84% (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 0.43 % (incl. GST) Mastercard Credit cards will incur a fee of 0.77% (incl. GST) Visa Debit cards will incur a fee of 0.39% (incl. GST) Visa Credit cards will incur a fee of 0.90% (incl. GST) American Express credit cards will incur a fee of 0.84% (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

When do I receive my Paperless bill notification?

With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy

How do I change my Direct Debit details?

You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. You will need to do so at least five business days before your next Direct Debit payment date, so your details are updated in time for the Direct Debit. You can change your Direct Debit details online via My Account, or if you haven't registered for My Account, you can contact us. You will need to do so at least five business days before your next Direct Debit payment date, so your details are updated in time for the Direct Debit.

I have received an SMS from 0408 673 340, is this from Synergy?

Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply. Yes, Synergy are sending two-way SMS messages from this number for customers selected to take part in Synergy’s Engage program. This program is available by invitation only. If you have been contacted by our office and agree to be part of this program you can reply to SMS messages from this number with one of the options given to update your account or make payments instantly. Your provider’s usual SMS charges will apply.

Am I notified of successful Direct Debit transactions?

No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made. No. This is because Direct Debit is a regular deduction so you won’t get notified or sent a receipt for these payments. It’s best to check your bank statement or you can log in to My Account and check the payment record under the tab 'Bills and Payments'. Payments we successfully receive may not be recorded in My Account until 24 hours after the payment is made.

When is the money debited from my account, if paying by Direct Debit? 

The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account. The amount due will be debited from your bank account on; or shortly after the due date shown on your bill. It takes up to 2 days for this payment to reach your Synergy account.

I am an existing REBS customer and want to upgrade my system, how will this affect me?

Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy.  Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS. Customers who undertake the following changes to their systems will be required to apply for DEBS: Increase the size of their renewable energy system up to the maximum permitted size (e.g. upgrade a 2kW solar PV system up to a maximum 5kW solar PV system); or Install a home battery storage system at their premises, including an electric vehicle that is set up to export energy to the grid (vehicle-to grid, or V2G); If you are already in the process of finalising your application for buyback payments for your solar export, then you will have a week’s grace to finalise and submit it to Synergy.  Provided we receive your eligible completed application on or before 7 September 2020, you will receive REBS.

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 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.

Will I be disconnected if I can't afford to pay my bill?

If you’re having trouble paying your bill: Call us on 13 13 54 - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill) We can discuss giving you more time, or We’ll devise a manageable payment plan with you. If you’re having trouble paying your bill: Call us on 13 13 54 - just have your Synergy account number handy (you'll find this in the top left hand corner of your bill) We can discuss giving you more time, or We’ll devise a manageable payment plan with you.

I’ve logged into My Account. Where do I find my bill?

Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format. Select the ‘Bill and Payments’ tab towards the top of your screen. From this tab, you can find your billing and payment history and download your current or past bills. You can download your bill in PDF, XLSX, CSV or XML format.

How does Renewable Energy Buyback Scheme (REBS) affect my bill?

In a really good way! When the sun is shining bright, you'll harness the energy from the sun to power your home so you don't have to pay for any electricity during this time. Whenever your panels aren't producing enough energy to power your home, we'll supply the electricity to your home instead. So you'll only pay for the electricity we supply you. Plus, you'll also be doing your bit for the environment by reducing your carbon footprint. Any money earned for exporting energy back to the grid, will be displayed as a credit on your next bill. Once your credit reaches $75 or more... we'll deliver the money you've earned straight to your nominated bank account if you've registered for Automated REBS Payments. In a really good way! When the sun is shining bright, you'll harness the energy from the sun to power your home so you don't have to pay for any electricity during this time. Whenever your panels aren't producing enough energy to power your home, we'll supply the electricity to your home instead. So you'll only pay for the electricity we supply you. Plus, you'll also be doing your bit for the environment by reducing your carbon footprint. Any money earned for exporting energy back to the grid, will be displayed as a credit on your next bill. Once your credit reaches $75 or more... we'll deliver the money you've earned straight to your nominated bank account if you've registered for Automated REBS Payments.

How secure is My Account?

We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint).

How long will it take for Synergy to address my complaint?

We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled. We will work towards addressing your complaint within 20 business days. We will contact you by phone or in writing (if requested) if we need you to supply more information.If your complaint refers to issues that affect the payment of a bill by the due date, we will extend the payment deadline while your complaint is being investigated.We also undertake not to disconnect your electricity supply for non-payment of a bill where your complaint relates directly to your bill, while your complaint is being reviewed.You have a right to have a complaint considered by a senior employee within Synergy if you are not satisfied with the manner in which the complaint is being handled.

Will I be disconnected if I can't afford to pay my bill?

If you’re having trouble paying your bill: Apply for a payment arrangement that allows you to pay off what's owing over time by regular instalments. Just have a copy of your bill or My Account log in details handy to get started... Set up a payment arrangement If your circumstances change and you're unable to meet your payment plan, please call us on 13 13 53 as soon as possible . Together, we can find an appropriate payment solution to make it easier to manage your bills and avoid getting into debt. Learn more about Synergy’s Financial Hardship policy Other services and assistance that can help: Arrange for automatic deductions from your Centrelink payments via Centrepay Seek the assistance of a financial counsellor Claim all relevant concessions you’re eligible for e.g. pensioner rebates Check if you’re eligible to apply for the Government’s Hardship Utility Grant Scheme (HUGS) If you’re having trouble paying your bill: Apply for a payment arrangement that allows you to pay off what's owing over time by regular instalments. Just have a copy of your bill or My Account log in details handy to get started... Set up a payment arrangement If your circumstances change and you're unable to meet your payment plan, please call us on 13 13 53 as soon as possible . Together, we can find an appropriate payment solution to make it easier to manage your bills and avoid getting into debt. Learn more about Synergy’s Financial Hardship policy Other services and assistance that can help: Arrange for automatic deductions from your Centrelink payments via Centrepay Seek the assistance of a financial counsellor Claim all relevant concessions you’re eligible for e.g. pensioner rebates Check if you’re eligible to apply for the Government’s Hardship Utility Grant Scheme (HUGS)

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.

Can my bill be emailed to more than 1 email address?

We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change the default email address at any time in the ‘My details’ section of  My Account. If you would like to share a copy of your bill with others in your team, you can forward your paperless bill to others using your own email account. We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change the default email address at any time in the ‘My details’ section of  My Account. If you would like to share a copy of your bill with others in your team, you can forward your paperless bill to others using your own email account.

Will I still receive a Synergy bill if I sign up for BPAY View?

No, not directly to your inbox or mailbox.  When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy.  If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS), eConnect and Automated REBS Payments.   Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these.   No, not directly to your inbox or mailbox.  When you sign up for BPAY view you are agreeing for us to send your power bill to your online banking portal which means you can access your bill through your financial institution and you will not receive a paper or paperless bill directly from Synergy.  If you're signed up to BPAY view please be aware that you will not eligible for the following services - Paperless (including SMS), eConnect and Automated REBS Payments.   Should you want to opt in to any of these Synergy services, you'll need to contact your financial institution to cancel your BPAY view before we can opt you in to these.  

Synergy Midland Energy Tool Kiosk Competition

Synergy Energy Tool Kiosk Competiton

Direct Debit & Direct Debit by Instalment Competition

Everything you need to know about eConnect terms and conditions

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What is a unit of energy? Your guide to energy units, kilowatt-hours and more

How to make the most of Synergy My Account for your business

How to make the most of Synergy My Account for your business

Win a $1,000 off your energy account Terms & conditions

Estimated bill

Are there any additional costs for My Account?

No, My Account is a free service for all our customers to make managing your energy use easier. If you pay your bill using a debit or credit card, a small transaction fee will be applied at the time of payment. There is no surcharge or transaction fee if you choose to pay using your bank details.  Register for My Account No, My Account is a free service for all our customers to make managing your energy use easier. If you pay your bill using a debit or credit card, a small transaction fee will be applied at the time of payment. There is no surcharge or transaction fee if you choose to pay using your bank details.  Register for My Account

Is paying online using my credit/debit card secure?

We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint).

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.

Can my bill be emailed to more than one email address?

We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account. We’ll only send it to one nominated email address to avoid confusion or payment issues such as double-payment. You can change your preferred email address at any time in the ‘My details’ section of My Account. If you would like to share a copy of your bill with others, such as other people you live with, you can forward your paperless bill to others using your own email account.

Tips on choosing an energy provider

Synergy is WA’s largest electricity provider, supplying most of the electricity to residential and commercial customers in the south west of WA. If you’re exploring different power supply options for your business, here are 10 questions to ask: “What is your cents per kilowatt hour (c/KWh) rate?” This is the best way to ensure you’re comparing the same elements when considering energy costs for your business. “How does our business location impact the price of electricity?” Check the provider understands where your premises are located, as this could affect the price they are offering. “What kind of service fees do you charge?” At Synergy, we charge service fees pro rata on a daily basis. If you’re evaluating a market offer from another provider, you need to compare their charges with the same number of days listed on your electricity bill. “Am I liable to be charged any extra fees?” Avoid any surprises later and make sure you understand any other fees that may apply, such as late payment fees. “Do you need a security deposit from our business?” If so, find out how much the deposit will be, as you’ll need to factor this into your business cash-flow planning. “Does your market offer include any extras such as bonuses or savings?” Over a period of time, any extras could make a real difference to your business. “How and when will we be billed?” Knowing your bill frequency and how you will be billed can help you to plan ahead. "How and when do we need to pay our bill?” Flexible options such as online payments, credit card facilities and direct debit can help to streamline your internal bill payment processes. “Are there any penalties for early contract termination?” If there is a contract term, find out how flexible it is before you commit. “What happens at the end of the contract period?” It’s important to know how the end of your contract will be handled so you can plan ahead to ensure your needs continue to be met. Different providers may offer you different price structures, services or other benefits to encourage you to choose their service – so it’s important to consider your options carefully before making a decision. Synergy tailor an energy solution for your business and provide you with the tools, services and advice to help you manage your energy - so you can focus on keeping your business in great shape. To get started... explore our range of energy products or request a call back and we'll be in touch in one business day to discuss your options. Synergy is WA’s largest electricity provider, supplying most of the electricity to residential and commercial customers in the south west of WA. If you’re exploring different power supply options for your business, here are 10 questions to ask: “What is your cents per kilowatt hour (c/KWh) rate?” This is the best way to ensure you’re comparing the same elements when considering energy costs for your business. “How does our business location impact the price of electricity?” Check the provider understands where your premises are located, as this could affect the price they are offering. “What kind of service fees do you charge?” At Synergy, we charge service fees pro rata on a daily basis. If you’re evaluating a market offer from another provider, you need to compare their charges with the same number of days listed on your electricity bill. “Am I liable to be charged any extra fees?” Avoid any surprises later and make sure you understand any other fees that may apply, such as late payment fees. “Do you need a security deposit from our business?” If so, find out how much the deposit will be, as you’ll need to factor this into your business cash-flow planning. “Does your market offer include any extras such as bonuses or savings?” Over a period of time, any extras could make a real difference to your business. “How and when will we be billed?” Knowing your bill frequency and how you will be billed can help you to plan ahead. "How and when do we need to pay our bill?” Flexible options such as online payments, credit card facilities and direct debit can help to streamline your internal bill payment processes. “Are there any penalties for early contract termination?” If there is a contract term, find out how flexible it is before you commit. “What happens at the end of the contract period?” It’s important to know how the end of your contract will be handled so you can plan ahead to ensure your needs continue to be met. Different providers may offer you different price structures, services or other benefits to encourage you to choose their service – so it’s important to consider your options carefully before making a decision. Synergy tailor an energy solution for your business and provide you with the tools, services and advice to help you manage your energy - so you can focus on keeping your business in great shape. To get started... explore our range of energy products or request a call back and we'll be in touch in one business day to discuss your options.

Can the Direct Debit bank account be in a different name than my Synergy account?

If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here   If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here  

My business receives a collective invoice - can I still register for My Account?

Yes, of course. The parent account and your individual child accounts can all be paid and managed through My Account. You'll need your parent account number and business details to register for My Account. Any online payments made will be credited to the parent account. Register for My Account Yes, of course. The parent account and your individual child accounts can all be paid and managed through My Account. You'll need your parent account number and business details to register for My Account. Any online payments made will be credited to the parent account. Register for My Account

Is paying online using my credit/debit card secure?

We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint). We take great care to handle your personal details using up-to-date security technology. Data is transmitted using secure encryption. The security details can be verified by clicking on the padlock icon in the web browser. Payments conform to the Payment Card Industry (PCI) Data Security Standard. When conducting web payments, the credit card details are only transmitted between the browser and the payment merchant (Commonwealth BPoint).

When do I receive my Paperless bill notification?

With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy With Paperless, you’ll conveniently receive your energy bill as soon as it’s ready to view. You'll receive your bill, attached to the email notification, as well as a direct link to view your bill online. You can keep track of your payment due date in My Account, however, you won’t receive email reminders when your electricity bill is due. The timing of your billing cycle doesn't change when you sign up to Paperless. Switch to Paperless now. Just have a copy of your bill handy

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.

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 non-standard contract (we call this a business plan)?

A non-standard contract is exactly that – non-standard. Essentially it is a contract that can include different terms and conditions, variations in price, contract length and payment options.     Non-standard contracts are negotiated directly with you and don’t require approval by the  Economic Regulation Authority. However, these contracts must comply with relevant regulations.    If you generally consume about $16,000 per year, you may be eligible for a non-standard contract. A non-standard contract is exactly that – non-standard. Essentially it is a contract that can include different terms and conditions, variations in price, contract length and payment options.     Non-standard contracts are negotiated directly with you and don’t require approval by the  Economic Regulation Authority. However, these contracts must comply with relevant regulations.    If you generally consume about $16,000 per year, you may be eligible for a non-standard contract.

Will any new security measures impact my online experience?

Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times.  As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information.  Below are a few specific items which can cause security related performance and access issues with MyAccount.  You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure.  Recently we have implemented additional security measures for our self-service tools in MyAccount. We are taking steps to ensure that this does not interrupt your online experience, but from time to time with these new security measures in place you may experience a change in online response times.  As per the terms and conditions for the Website and My Account, if the Website or My Account is not available or otherwise not fully functional, please use other means of effecting transactions and obtaining information.  Below are a few specific items which can cause security related performance and access issues with MyAccount.  You can perform a few simple checks to see if it is a security setting blocking your access or affecting performance. The items to check are: An unsupported browser:If you are using a browser that is out of date you may not have the best online experience and access may be blocked due to out-of-date security protections.For most browsers you can find the information about the version you are using under the “Help” or “Settings” options. Please ensure you are using a supported browser version. Using a VPN.If you are using a VPN, please turn this off and re-attempt the transaction. Browser add-ons or extensions could be compromised or malicious. Unknown to you, your browser extension could have been compromised and our system will pick this up as malicious. Please disable any add-ons/extensions and re-attempt your transaction. Your computer operating system is out of date or has been compromised.If your computer has been compromised our system may see this as malicious. Please ensure you have an up-to-date Operating System and any anti-virus program you have installed is up to date. You can run an anti-virus scan and re-attempt your transaction once you know your system has not been compromised. These actions could also help to keep you cyber safe in other online transactions. The ACSC has resources on their website at cyber.gov.au that are free of charge to help you and your family to be cyber secure. 

What is the difference between a Synergy account and My Account?

A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account. A Synergy account is the account linked to an individual who is accepting liability for the costs associated with the supply of electricity from Synergy at a property or premises (the supply address). Your Synergy account number is the unique identifier of the account and can be found at the top of your Synergy bill. My Account is a secure online account management portal for customers that allows you to manage your Synergy account, including updating contact details, viewing current and past bills, your account balance/s and managing any payment arrangements or direct debit arrangements. If you already have a Synergy account, you can register for My Account here. If you would like to open a new Synergy account, complete our online form here. Click here for a simple guide to Synergy My Account.

Can the Direct Debit bank account be in a different name than my Synergy account?

If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here.   If you choose to make bill payments using Direct Debit and are an authorised contact (i.e. not the Synergy account holder), you will need to provide Synergy with consent to establish the Direct Debit in the name of the bank account holder and on behalf of the Synergy account holder. The nominated bank account holder will need to ensure there are enough funds in the account to cover the payments and will also need to read the Direct Debit Service Agreement, these can be found here.  

Where do I update my credit card or bank account details for my Direct Debit?

Keep your credit card or bank account details up-to-date anytime, anywhere, via My Account. Please make any changes at least 5 business days before your next Direct Debit payment date - so your details are updated in time. Keep your credit card or bank account details up-to-date anytime, anywhere, via My Account. Please make any changes at least 5 business days before your next Direct Debit payment date - so your details are updated in time.

When will I receive my paperless bill?

Your billing cycle and payment options won’t change with paperless billing. When your bill is ready, we’ll send you an email with the bill attached as a PDF document. You’ll also receive a direct link to view your bill online.  If you register for My Account, you can log in any time to view your bill online and access your billing history. Explore Understanding your bill to learn more about your billing cycle and what makes up your bill. Your billing cycle and payment options won’t change with paperless billing. When your bill is ready, we’ll send you an email with the bill attached as a PDF document. You’ll also receive a direct link to view your bill online.  If you register for My Account, you can log in any time to view your bill online and access your billing history. Explore Understanding your bill to learn more about your billing cycle and what makes up your bill.

Will I receive any compensation?

If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment.If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment. If we're not successful in acknowledging or responding to a written complaint or query within 10 and 20 business days respectively, you're able to request a Service Standard Payment.If we fall short of meeting these standards (and the matter is out of Synergy’s control) you are entitled to receive a payment of $20 on request (by cheque or by crediting your account). If this happens, you have up to 3 months from your initial complaint to apply to us for a Service Standard Payment.