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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.
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.
Where do I update my credit card or bank account details for my Direct Debit?
Keep your credit card or bank account details for Direct Debit up-to-date, anytime, anywhere via My Account. Log in to 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 for Direct Debit up-to-date, anytime, anywhere via My Account. Log in to 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.
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
I am a premium Feed-in Tariff (FiT) customer. Does this affect me?
The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated. The current FiT customers will not experience any change. You will have recently received correspondence from Synergy advising that your FiT payments are due to end when the ten-year period of your FiT contract expires. You will continue to receive REBS payments after that date (subject to the REBS terms and conditions). You may choose to switch to DEBS if you are eligible, however moving to DEBS will result in your FiT scheme being terminated.