Electricity

Most popular FAQ's

How does self-reading your meter work?

You might choose to read your own meter because of meter access issues, or perhaps you live in an area of WA where it’s hard for Western Power meter readers to visit regularly. If you read and submit your own meter readings, you’re known as a “self-read” customer.

Here’s a quick guide to how the self-read process works:

1. Generally, every two months Western Power will let you know when and how to submit your meter reading. They might let you know by text, email or a self-read card sent in the mail.
2. You read your meter and submit the information using Western Power’s online portal, by calling Western Power or by posting your self-read card back to Western Power. (If you receive a self-read card and submit your reading online, your next meter read reminder will be sent by text or email, not by card.)
3. You receive your Synergy bill.

If you are a self-read customer, it’s important to submit your reading in the timeframe that Western Power gives to you. If you don’t make the deadline, your next bill will be based on your estimated electricity use instead of what you’ve actually used.

Even when you’re a self-read customer, Western Power will need to visit your property and access your meter for a reading at least once every 12 months.

Please visit the Western Power website for more details about your meter readings.

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Other FAQ's

How do I renew my contract?

If your contract is up for renewal, contact the business team or your account manager on 1800 730 265 or request a call back and we'll be in touch. They’ll be happy to discuss your options with you and make sure you have the best energy plan for your business.  

Are there any tariff based options available?

We offer a range of tariffs based on standard contracts, suitable for a range of businesses from small to midsized to large industries. Learn more about the tariff options available: 

• Regulated tariffs for businesses spending less than $16,000 p.a. on electricity
• Regulated tariffs for businesses spending more than $16,000 p.a. on electricity

Can I change my green energy contribution at any time?

Yes, going more or less green is easy. Just log in to My Account, update your green energy option, how much you want to contribute and you're done.

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)

Can I switch to a different plan anytime?

Yes you can. If you’re looking to switch plans or move from a tariff to plan, simply call us on 1800 730 265 or request a call back to discuss the best solution for your business – we’re here to help.  

Termination fees may apply if you are switching before the end of an existing contract.

How can I keep track of my usage?

In a busy work environment, it can be tough to keep track of your electricity or gas usage as your bill period progresses. With a number of employees and appliances all contributing to the load, how can you tell where the opportunities lie to save electricity or gas?

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How do I find out what energy plan I'm on?

Grab a copy of your latest bill and turn over to the 1st page.

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How do I switch from a tariff to a plan?

It’s simple! Call us on 1800 730 265 or request a call back and we'll call you back at a time that suits. We'll discuss your options and connect you to the right solution for your business. 

How long does it take to connect my premises?

If you're moving in to an existing premises in the metro area, it only takes around 3-5 business days (excluding weekends) to get you connected. Please allow between 6-10 days for rural connections.

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How long does it take to switch to Synergy?

Synergy recognises that all businesses are different, resulting in unique demands for energy solutions. Because of this, we offer tailored energy products that take the needs of each individual into account.

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Tips for choosing an energy broker

A good energy broker may help you manage your energy demands and increase your energy efficiency – so it's important to get the right one. Here are Synergy’s top 10 tips for finding a business energy broker in WA.

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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:

1. “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.
2. “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.
3. “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.
4. “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.
5. “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.
6. “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.
7. “How and when will we be billed?”
   Knowing your bill frequency and how you will be billed can help you to plan ahead.
8. "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.
9. “Are there any penalties for early contract termination?”
   If there is a contract term, find out how flexible it is before you commit.
10. “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.

Top 10 tips for electricity safety at work

Businesses have never relied on electricity more but it’s so easy to forget how dangerous it can be. Our message is to always put safety first, and respect electricity to help keep your business and employees safe.

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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 an anytime plan. 
 
If you're using more during the peak periods, then your energy bill for your energy will increase as you'll no longer be taking advantage of the cheaper rates offered during off period.  
Call us on 13 13 54 and we can check your usage history to confirm if the current plan or tariff you're on is best for your business. 
 
Compare plans to explore your options

What happens if my business plan expires?

We'll still continue to supply your electricity and/or gas at the applicable out of contract rates or tariffs (if you're eligible for this supply) until your contract has been renewed. 

If it's time to renew your plan, get in touch and we'll help you find the right energy solution for your business - call us on 1800 730 265 or request a call back. 

What happens if my energy supply is interrupted?

If your power outage is causing an emergency, call Western Power on 13 13 51 right away. It's best to use a landline phone if you’re calling about power problems, because they don’t need power to operate. We can also recognise your location and pass on the right information to you.

What information do I need to get a quote?

Call 1800 730 265 today or request a call back to discuss the best plan for your business – we’re here to help.

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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.

What is a tariff (also known as a standard contract)?

A regulated electricity or gas tariff is defined as a standard contract. The terms of a standard contract are governed by regulations and must be approved by the Economic Regulation Authority.  
 
A standard contract outlines the standard terms and conditions for all customers who pay standard prices for their gas.
 
View our range of government regulated tariffs for your business 

Whats is my load profile?

That is the amount of energy your business consumes from the grid combined with the time of day that it is consumed. This can affect the way you are charged for energy by your retailer and can help determine whether a time of use or fixed rate plan is better for your business.

Which is better for my business - a plan or tariff?

If your business spends more than $16,000 per year on your electricity, then a business plan is likely to offer you more benefits than a government, regulated tariff. 

Business plans can offer tailored, energy solutions that include a range of benefits such as discounted rates to help save you money or fixed rates that allow more control over your energy costs with minimal surprises. 

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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.

Why do I need to notify you when I upgrade my system?

To upgrade the size of your existing solar panels you’ll need to complete the Renewable Energy Systems application form. If you want to change the capacity of your inverter, you’ll also need approval from Western Power before making any changes.

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Will my business benefit from an off peak plan?

It really depends on how and when your business operates. As a general rule of thumb, your business needs to use at least 35% of its energy out of hours – between 10pm and 8am weekdays and anytime on the weekend – to make the most of lower off peak rates.