If you’re having financial difficulties, you’re not alone. Financial hardship can be caused by a number of factors, such as losing a job, rising expenses, dealing with a crisis, facing health and family challenges and more. These times can be very stressful - but we’re here to help you stay connected. We want to make sure no one is left behind.
We have a range of options to help support you today, to make tomorrow easier. If you need help to get on top of your Synergy bill, please let us know. We’re here to help you find the solution you need.
The sooner you take action, the sooner we can help
It’s not easy to face financial challenges but taking that first step is often the hardest part. Once you start taking action, each small step can help you to get back on track. Here are some of the financial support options which may be available to you.
Payment arrangement
When money is tighter than usual, things can feel overwhelming. We’re here to help you deal with your Synergy bill. If you’re finding it hard to pay your bill all at once, a payment arrangement could help to take the pressure off. We may be able to help you with an interest-free and fee-free instalment plan where you pay off the amount in smaller amounts over a longer amount of time.
Best for
This could be a good option for you if:
- Your income or financial situation has changed.
- Work conditions have changed for you or someone in your household.
- You’ve had health or other challenges to deal with.
- You’ve experienced domestic or family violence.
- You’re struggling to budget because of unexpected expenses.
Assistance with HUGS Applications
When you’re struggling to pay your electricity bill, sometimes you need more than a payment extension or arrangement. If you need more help to manage your bill, you may be eligible for the Hardship Utility Grant Scheme, known as HUGS.*
If you're eligible and meet the all of the criteria, HUGS is a government rebate applied directly to your Synergy account that could reduce the amount you owe. We can help you to apply.
Best for
This could be a good option for you if:
- You have completed a payment arrangement and still owe more than $300.
- You have been having financial difficulties for around 6 months or longer.
- You meet the eligibility criteria and terms and conditions.*
*T&Cs and eligibility criteria applies.
Direct Debit by Instalment*
If you want to take charge of your budget and break down your bill, you could find that paying by instalments is an easier way to manage. You can set up a direct debit to pay a smaller amount each week, fortnight or month straight from your bank account or credit/debit card.* You’ll still receive your bill as usual so you can track your electricity use and payments.
Best for
This could be a good option for you if:
- You want to pay smaller amounts regularly.
- You don’t like making one bill payment each billing period.
- You want to streamline the way you pay your bill.
* Direct debit request service agreement T&Cs apply.
Keeping Connected*
If you’re experiencing long term or severe financial hardship and you qualify for our Keeping Connected program, we can help you with dedicated customer support.* The program provides guidance on managing your Synergy bill, helping you find ways to reduce your electricity use and may offer incentives if you complete your agreed payment plans.
Best for
This could be a good option for you if:
- You’re experiencing long-term financial hardship.
- You’d like some guidance on how to manage your Synergy bills now and into the future.
- You want help from our specialised financial hardship team.
* T&Cs and eligibility criteria applies.
Case Management*
Sometimes it helps to know there’s someone on your side. If you’re experiencing chronic hardship, you may be able to get the help you need through our dedicated Case Management program. The program provides the support of a dedicated Synergy Case Manager, flexible payment terms and may offer incentives if you meet your payment goals.
Best for
This could be a good option for you if:
- You need extra assistance to bridge the gap between your average consumption and capacity to pay.
- You want extra support to help meet your challenges.
- You like the idea of a personalised solution and dedicated Synergy Case Manager.
* T&Cs and eligibility criteria applies.
Energy Ahead*
If you’re eligible for Energy Ahead, a dedicated Energy Coach can help guide you through some specific ways to be more energy efficient and take more control of your energy costs. This is a free program from the WA Government and Synergy, delivered by Financial Wellbeing Collective (Anglicare WA) to 9,000 eligible Synergy customers until June 2025.
Best for
This could be a good option for you if:
- You’re experiencing financial hardship.
- You’re feeling overwhelmed by your energy bills and want to know how you can make a difference to your energy costs.
- You want personalised help from an Energy Coach either at home, over the phone or online.
* T&Cs and eligibility criteria applies.
Synergy's Financial Hardship Policy
Learn more about Synergy’s Financial Hardship Policy. Available as a printable PDF.
Other ways we can help
Need help with your bill?
Find out how we could help with more time to pay your bill or a payment arrangement.
Find out moreRebates and concessions
Check if you could be eligible for rebates or concessions to help manage your electricity costs.
Find out more
