Synergy

Unfortunately in good old Wait a While (WA), unlike other states, we have no choice but to deal with the incompetence, rip off and outright frustration of this useless company. Wait times for the call centre are so long, because there are so may negative issues with them, that you give up eventually. Message on hold continually says to go to the… Read more

website and use "my account" but when it is this, they have stuffed up during the so-called change over and you have to re-register, and it won't let you is beyond a joke. Whatever deal the st^pid government has with this lot undo it and let us have some choice because this lot are no choice or provider of customer service at all.

An awful company with terrible support. Was recently charged for the same bill 3 times. That's over 1800 dollars. Instead of resolving the situation promptly, Synergy tried to A: blame me for manually processing the charge multiple times (who on earth would do that). B: Say they couldn't do anything about it and to contact my bank . C: Finally… Read more

admit fault and reverse the charge - which took two weeks.

Two weeks later and I have another bill that has an overdue payment requirement and a Bank dishonour fee? What????

For the last three days Ive been trying to contact them to update my details and Ive gave up. the waiting times are way past acceptable so I tried email and no answer my only option left is to login to my account and it wont accept my password so… Read more

hit reset FIFTEEN attempts later it says reset link sent but it hasnt so what now synergy do I just get cut off ? you cannot run a business where its not possible to contact them you couldnt make it up !!!

Synergy took step by step through the hole process with me. As soon I was approved by Solar Victoria the same day I rang synergy and the next day I had it installed.Synergy are very Professional. Am very happy with the hall process.Thank you Synergy and all the staff. Show details

Great experience – In one year of using Synergy services I had no issues. The power was connected same day and disconnected on time. The charts of electricity usage have been very useful for us to reflect on our habits and become more cost efficient. Show details

Give me back paper bills--Synergy redeemed. AusPost found lacking – With paper bills I can see what I use and what it is costing. Since electronic automated billing, I have absolutely no idea at all ever. If I want solar panels I need the information. It's a joke. Bankwest mobile phone banking has become useless. No statements from Synergy can be found. Any statement on Bankwest mobile app is so miniature I cannot… Read more

read it or understand it. Hackers must love all this useless technology. Synergy kept saying they sent their stupid "code" to me by SMS, but after many false "we sent you an SMS", I gave up. All this computerised billing and banking is an absolute nightmare. Australia in general is really going downhill and this is just one more fail. I will now need to phone them on Monday and demand they send me paper bills. My comment below explains why I was not getting paper bills. Australia Post was the culprit. I hope the shareholders realise what it has turned into since being sold off instead of publicly owned.

Unfortunately in WA we dont have any other choices. Been on hold over two hours today and then disconnected, another 25 mins on hold and disconnected again. No other way to contact them and speak to a human they make enough money to afford a call back service so I dont have to waste hours of my time and money and still not get through Show details

So bought 20kw system with 42kw battery ( for my use) but can only give back 1.5kw to grid!!! They advertise on radio they have big batteries to HELP at cricical times yet I am willing to give them my excess at a very cheap rate, but nope they dont want it. Solar is a load of rubbish, well done labour government and Mr Bowan you are not telling the truth. Show details

I got through to what seemed like an Indian call centre, I understood about 1 in 5 words so had to fill in the gaps as best I could. Was asked to give my email address - that took about 10 minutes - and was told that I should have received an email, which I didn't, probably because they got a letter or two wrong (I used the NATO phonetic alphabet). Absolutely hopeless so I hung up. Pathetic! Show details

I have been interrupted on my phone twice by this company and I have told them to stop calling as they have the wrong name. person and number. I don't even live in Western Australia. Last night they thought it okay to wake me at about 3am. How dare you! Show details

Synergy are the biggest idiots going around. It's taken over 1 month to try and sort out changing over from a temp power supply to a permanent one and they still can't figure it out. I have contacted Western Power and they have stated it's a straight forward process. WP have stated they have nothing but problems from Synergy. ZERO stars to you muppets Show details

When you use their electricity, they charge you 28 cents per unit, when you sell electricity back to them, they only pay you 10 cents per unit(peek), 2 cents per unit(off peek), the numbers tell it all. Show details

I really appreciate how you won’t expedite my connection even though I have a serious health condition that requires me to have my phone and refrigerate my medication. Telling me to go to Macdonalds and charge my phone and go buy an esky to keep my insulin cool is really helpful when I don’t have a car. Absolutely disgraceful behaviour. Show details

I spoke to a Synergy representative today. As usual they failed to find any history of a property listed since 1982. They constantly require you to do the job for them. Seriously the monopoly of this department is begging for competition. Can't wait to get solar power and then go off grid. Which should be happening within next 12 months. Show details

Synergy WA useless. My supply address is wrong (from before I purchased the property) and I have reached out to have this corrected four times now and it is still not done. None of the staff that I spoke to were able to actually do anything. The address given as the supply address isn't even an actual address. Webchat is useless and refused to… Read more

help update it, referred me instead to call (for the third time) new connections to have the information updated.

Synergy, get your telephone customer non service agents in line – Called to ask why solar input into their grid wasn’t being offset against the cash billed to my electricity account on 17/12/24. Input high & clearly documented on the bill. English voice listening to music on earphones, causing line ruckus and an awful line basically spoke to me like a cockroach. More or less told me to F off talking over me and… Read more

telling me to go talk to my solar panels’. Until I outright & straight up called her behaviour out as absolute misconduct and said ombudsman complaint incoming. Suddenly line gets clearer, she tells me to apply for the solar ‘debs’ quite clearly, & how to on webpage. Had to be confronted twice over about extreme dismissive rudeness to get to this point about my own high input solar panels. Rude as anything, absolute fraudulent behaviour & should be held to account bigtime.

Overpriced monopoly and innefficient – There needs to be a movement to do full FRC for electricity just like they did for natural gas so that WA can get actually good retailers and infrastructure providers of electricity. There is probably a monumental amount of waste happening at Synergy but it's being covered up by the politicians in government. I, like many others here, installed… Read more

solar and my feed back into the grid is 1.5x my self consumption of solar based on powersensor and synergy smart meter reading stats. With a pittance back in credits, it's free profit for Synergy who don't need to pay for expensive coal or gas to power generators most of the time because people are just giving them (basically) free electricity in the grid! Unfortunately any alternative tariff plans they provide are predatory, in that almost nothing provides the average home with a family a decent saving. I challenge any Synergy person to come argue with me on that!

Their myaccount is pretty average and buggy at best. The smart meter readings that say it's "Actual" readings are actually "Estimates" or "Deemed". I know this because I have worked in the NG retail business for a long time now and the electricity and gas transactions are very similar. I know they are not really "Actual" readings because within a week the numbers change! After a week the consumption starts to align much more with my more accurate powersensor readings on feed-in and consumption from the grid. Why show these as "Actual" reads? Surely this is against some law? Or maybe no one cares? Why can they not get accurate reads from the get go? How are the readings inaccurate for a week when you have actual smart meters sending data back to base?

When batteries become a bit more commercially feasible I think it would be good news for consumers who will start installing in droves to get away from this racket that Synergy is running. However I have no doubt in my mind that Synergy will up their prices on something other fee like service charges etc to recoup the lost consumption. FRC and let private retailers kick this outfit into the dustbin of WA history!

Synergy Western Australia – I received a bill yesterday and received another bill today with a higher amount which was a lot I spoke to them on chat and asked them also told them that they were the ones who made the mistake but she just overlooked what I said with no explanation or apology bloody rude and ridiculous Show details

Bad customer service – I talked to [Name Removed] on phone and at some point she raised her voice at me trying to put a point across which was very unnecessary, I just wanted to get an understanding of a certain issue but she was becoming agitated and raising her voice. Disappointed. Show details

Account setup is not great – The staff Try hard, but the system doesn’t seem to be clear. Many many mistakes have been made on our account. It’s very disappointing service Show details

Synergy & Ministers & Ombudsman! – Synergy is the worst company on the planet! Why? See below:- 1. 2 years ago had sudden spike in bills and requested an investigation during that investigation without our knowledge and by fluke we find our meter has changed! Dodgy and questionable yes especially when they didn’t advise us at all! Also have never advised us in 18 months! 2. Then… Read more

the usual rubbish and poor comms not by us but by all things Synergy and sorry to say the majority of people!

3. Communications are not adequate from Synergy and its people! Examples Stop sending no reply emails! It’s not good, not helpful and why you intentionally communicate one way but not allow us to simply and conveniently reply. Talk to the hand as the face ain’t listening right? On top of all this you can’t even ask for a synergy email to send evidence of you emailing them or another party related to Synergy! I wanted to provide evidence of calls I made and when and who etc can’t do it! I referred my case to the Ombudsman but can’t even send evidence of this to Synergy! Plus the staff don’t care at all and consistently lie that have been ringing or didn’t call when you ask them at an agreeable time and day!

4. Beware of the ombudsman they are not impartial and will not thoroughly investigate or provide evidence they have properly listened to recordings of calls or do the right checks and balances not tone trusted at all!

5. Due to all the issues sought a leader who had worked for Western Power and Synergy and to contact Minister Johnstone and over a year later he has never contracted us! Now, today more issues with Synergy poor handling of things bullying and manipulation I have contacted Premier Cooks office and been referred to a new minister!

Let’s see but Synergy has to have a review of people.work practices, processes and its own moral compass and how people are doing the job or shall we say not doing the job!

Fundamentally, Synergy consumers are paying the price at the meter for Synergy own mis management of new energy and solar schemes and now just thrown the costs over the fence without a duty of care and why has nobody thought means testing things!!

Took additional money and didn’t rectify – Synergy took an additional $40 from us. We asked them to rectify it and even they couldn’t make sense of their own calculations. Said it would take 7 days to hear back. Now they have no record of it. We gave up. Stupid company. Show details

Terrible - Poor communication – I have been trying for a year to register for the DEBS, every time there is a problem, they don't even have the decency to call me to tell me why it was rejected/cancelled. But they happily take all the solar energy I am exporting in the system for free and resell it. Show details

Shifting houses – I can understand that I didn't do the correct course of action when shifting houses. But, come on Synergy, when not switching someone's power back on after 40+ hours is rather disgusting in this day and age!!! After reading some of these past reviews, you really don't seem to care at all! Discusting Synergy!! Show details

Scamming households with solar panels – If you're going to increase your prices, how about you increase the feed in tariff by the same percentage, rather than reducing it by 10 percent? Eastern States households get a LOT more than 2.25 cents per kWh exported during the day! This monopoly is a scam! Show details

Gross overcharge on my bill! – When I had my solar panels put in, the meter had to be switched to a smart meter. When I got my bill from Synergy, it jumped from a $133.66 average to a $966.12 bill! Since they couldn't read my old meter, they estimated it but it was way above my normal usage of 235 kWh average. It claimed I used 2587kWh! Nothing has changed in my living… Read more

space, so this was a grossly incorrect. When I called them, they just said to call back after one week, after being on the phone to them for half of the morning! They then adjusted it and took $66 off, but it is still a gross overcharge. Their estimation was not fair and reasonable, and not supportive of solar installation, their response was not empathetic. It felt like they just wanted to rip me off!

Don't even deserve 1 star – If not bad enough they scam people by paying 2.5c per kWh of solar energy exported and charging 27.5c to get it back, charging for daily supply charge even when the power is out due to faults and maintenance which on average has been for 3-4 days per bill, now they have stolen my entire export credit for past 2 months after changing to the new… Read more

meter to save them paying the meter reader. Disgusting service and would change tomorrow if I had a choice even if I had to pay more for the service but they have a monopoly. And after spending 5 hours on the phone and getting cut off 3 times trying to contact them on 131353 I tried to contact them online but now is no longer possible. The only way to contact or complain to Synergy is by phone which they won't pick up or by snail mail to some PO Box which can take months if they even bother to reply.

Direct Bill Plan – I have more than $200 credits in my account & wanted to decrease my installment to $10 fortnight deduction for a while but they said I can not as min installation should be $20. I was so upset as I always pay bulls on time but also I have more than enough credits and how they can not change to my installment to $10. Ohter companies, Kleenheat ect… Read more

do set up any amount for fortnight deductions. I really hate Synergy's customer service and thinking to swicth to kleenheat or another company as they have more better customer service and check if they can offer better rate also. I will not recomment anyone to join Synergy.

Really can't understand Synergy Billing – I have a 17 Solar Panel 5KW system with a 5KW Solar Battery. I use most of my power during the day when the panels are working and just the TV at night which is well covered by the battery. We cook with Gas. Why am I still getting Bills when I put so much energy into the Grid. Did the Government scam us by inducing us to go Solar at a big cost to… Read more

us which I am now strongly starting to suspect! Ever since getting the Smart Meter I feel we are being ripped off financially.

Misleading – usage for account period states $68 including supply charge gst etc but bill is $140? Called them but they can't explain? They don't know how they bill as they had no idea where the $68 was. It is on my account on the website under usage for billing cycle. If my usage for the billing cycle including GST Supply charge and all included fees is $68… Read more

why is my bill $140? Customer service online chat fobbed me off couldn't understand the issue. Seems obvious to me . usage for billing cycle including gst supply charge etc $68.00 then bill $140?

WORST CUSTOMER SERVICE EVER EXPERIENCED – This company is a joke, they all deserve to be fired. The customer support person told my partner to seek financial counselling, after the power bill was unpaid. They then said it was too late and they were already sending someone to disconnect the electricity. We called back after spending our entire savings to pay the outstanding amount and… Read more

they said it would take up to 2-3 business days for it to be reconnected. My partner needs his sleep apnoea machine at night, or he will suffocate in his sleep and die. After advising this to Synergy customer support they said its not our problem and they don't care, their only advise was to go sleep somewhere else where there is electricity. I hope these staff enjoy their miserable jobs, because they sure do deserve it.

Smart Meters – I'm very disappointed with this energy monopoly beast who appears to me are ripping-off customers through smart metering reading system. They are no longer disclosing the opening & closing meter readings on the bills anymore and customer have no way to check whether consumption units charged are correct. My last 2 bills have doubled compared… Read more

same period last year with no change in household #s. I'm aware of the small increase of 2.5% in tariff but this still doesn't make sense as I have this year installed a 6.6kw solar system. I expected my bills to be far less that what charged. With the $400 WA offset credits, I'm not sure whether Synergy is under impression that customers will not query the higher bills. I think consumers have every right to know nuts & bolts of the costing details. Its time electricity sector is deregulated in WA.