Online security

Most popular FAQs

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.

Why is multi-factor authentication required?

Your protection is our priority, we have upgraded your login experience to increase customer account security with the introduction of multi-factor authentication or MFA.

How does Synergy’s multi-factor authentication for My Account work?

To log in to My Account, you will need to authenticate your account access using the mobile number or email address linked to your Synergy account. You will also need to enter your supply address exactly as it appears on your Synergy bill. 

The validation will send a one-time use code to the mobile number or email address that is linked to the Synergy account, which you will need to enter correctly before you can log on. You will only have 3 attempts of the mobile number and supply address authentication  , so please ensure you have entered these details correctly. 

The SMS or email code should be sent instantly, so ensure that you check your junk emails or spam SMS folders if it hasn’t come through within one minute of requesting it. The SMS or email code expires after five minutes and you will need to request a new code after that time. 

If this happens, you can click on the “I didn’t get a code” link, which can be requested up to 3 times per day. The number of remaining code generation attempts will show on the error message.

If you fail to authenticate your account after three attempts, My Account will be locked and you will need to contact us on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 between Monday to Friday 8am to 5pm (business customers) to check your details and to reset My Account.

How do I add a mobile number or email address to my Synergy account?

Please call our contact centre on 13 13 53 between Monday to Friday 7am to 7pm (residential customers), or on 13 13 54 Monday to Friday 8am to 5pm (business customers), to update your account details.   

Other FAQs

What kind of information does Synergy collect about me?

The types of personal information we may collect will depend upon the nature of our interaction with you. In general, personal information we collect includes details such as your name, address, phone numbers or email address. You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information.

Other types of personal information we collect can include but is not limited to:

• Information that uniquely identifies you, like your date of birth or product purchase details, such as the date you contracted with Synergy; and
• Your usage information relating to electricity supply or any other product or service we supply to you.
• Financial details, including your credit card number or bank account number.

We collect but do not store your full credit or debit card details.

The personal information we collect is needed to be able to give you the best service possible. If you choose not to provide the personal information we ask you for, we may not be able to offer our products and services to you.

What standards does Synergy comply with to ensure the safety of my personal and financial information?

Synergy undertakes regular assessment and continuous improvement of our security measures against best-practice industry standards. We work with both the Australian Cyber Security Centre (ACSC) and the WA Office of Digital Government (DGov) to understand and monitor the changing digital and cyber threat landscape.

What can I do to ensure my personal and financial information are safe?

You can view Synergy’s privacy policy at synergy.net.au/privacy for more information on how and why we collect and store your personal information.

There are a few steps that you can take to safeguard your personal information when engaging online. 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.

 

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. 

What precautions can I take to protect my security?

Synergy encourages customers to be vigilant with all online communications and transactions including by:

• Regularly updating your passwords with ‘strong’ passwords and not re-using passwords.
• Remain alert to any scam activity, especially through email, text messages or telephone calls where the sender or caller is purporting to be from Synergy.
• Do not respond to, open, or click on links in emails/text messages if you are unsure about the sender.
• Stay informed of the latest scams and the steps you can take to protect yourself online by visiting www.scamwatch.gov.au and www.cyber.gov.au; and
• Visit IDCARE’s Learning Centre at www.idcare.org/learning-centre and the OAIC website at www.oaic.gov.au, for further information and resources on protecting your personal information.