Had an issue with Synergy? Get a real response.
How to submit a complaint with Synergy
Here's how to quickly and effectively lodge a complaint with Synergy:
- Phone:
- Residential: Call 13 13 53 (7am–7pm AWST, Mon–Fri).
- Business: Call 13 13 54 during business hours.
- TTY Service: Dial 13 36 77 for hearing/speech assistance.
- Interpreter Service: Use TIS National at 13 14 50.
- Residential: Call 13 13 53 (7am–7pm AWST, Mon–Fri).
- Online Form:
Complete Synergy’s official complaint form. This sends your issue directly to Synergy’s customer service team. - Mail:
Address your complaint to: Synergy Customer Services, GPO Box K851, Perth WA 6842.
Include your account details and a clear description of the issue. A written acknowledgment is sent within 10 business days.
Tip: Always record date, time, reference numbers, and representative names for easy follow-up.
Synergy handles your complaint transparently and efficiently:
- Acknowledgment: Immediate by phone. Within 10 business days if submitted by mail or online.
- Investigation (Usually within 20 business days): Synergy assigns your case to a dedicated officer who investigates thoroughly.
- Communication & Updates: You’ll receive updates, especially for complex cases, without having to follow up constantly.
- Billing & Disconnection Protection: Bills under dispute are protected from late fees or disconnection until the issue is resolved.
- Final Resolution: A Synergy representative will clearly communicate the outcome and provide appropriate remedies (corrections, refunds, apologies, etc.).
- Right to Internal Review: If unsatisfied, request a senior staff member or manager’s internal review to reassess your case.
Synergy aims for fairness, respect, and clarity in resolving customer complaints.
Common complaints against Synergy
These are the recurring complaints customers frequently encounter with Synergy:
- High Bills & Billing Errors: Unexpectedly high charges, often linked to estimated meter readings.
Tip: Request actual meter readings or investigations for unexpected charges. - Payment & Credit Problems: Errors in direct debits, delayed refunds, or incorrect payment withdrawals.
Tip: Keep clear records of transactions and promptly alert Synergy if errors occur. - Solar Feed-in & Metering Issues: Complaints about low solar feed-in tariffs and smart meter billing accuracy.
Tip: Ask for detailed breakdowns of solar contributions and meter checks if unsure. - Customer Service Frustrations: Long wait times, dropped calls, or unhelpful interactions.
Tip: If phone support fails, use the online complaint form for documentation and faster response. - Power Supply & Disconnections: Issues with unwarranted disconnections, especially affecting medically vulnerable customers.
Tip: Clearly inform Synergy of medical needs to activate special protections immediately.
Awareness of these common complaints helps you address issues proactively and effectively.
Synergy complaints submitted through Ajust
I tried to resolve a tiny debt while supporting my unwell son, and it turned into one of the most frustrating experiences I’ve had. I was passed around, given incorrect information, and couldn’t get a manager when I asked. The lack of empathy and basic accountability over such a small amount left me feeling dismissed and exhausted. - Annette
I contacted Synergy to explain that my work hours had been cut and asked if I could split my bill payments. Even though I’d already been given an extended due date, I was told there was nothing they could do. It felt like no one was willing to listen or consider my situation, which made an already stressful time much harder. - Walter
I reached out to Synergy because my bill had become unmanageable despite regular payments. I wasn’t asking for charity, just genuine help or a fair plan to get back on track. Every time I contacted them, I was told the same thing with no alternatives offered. It left me feeling stuck, unheard, and overwhelmed by a system that wouldn’t budge. - Jaylee
When my latest electricity bill arrived, it was three times higher than what I normally pay. There was no warning or clear explanation, just shock and stress trying to work out how it could jump so much. I contacted Synergy because I needed answers, but the sudden spike made me feel anxious about whether I could trust my bills going forward. - Stephanie
How other consumers Synergy complaints got resolved
Large-scale Overcharging Issue
Issue: 2,850 customers overcharged due to ongoing automatic deductions after account closure.
Resolution: Synergy publicly apologised, promptly refunded affected customers, and conducted internal reviews to prevent recurrence.
Direct Debit Error – Customer Refund
Issue: Synergy mistakenly withdrew $578 instead of $80, causing overdraft fees.
Resolution: Persistent customer follow-up resulted in a refund and retraction of a demand letter mistakenly sent.
Disconnection Complaint – Successful Escalation
Issue: Customer faced disconnection despite medical equipment reliance.
Resolution: Escalation to senior management and involvement of Ombudsman quickly restored power and established a compassionate payment plan.
If initial complaint handling doesn't satisfy, here's your escalation process:
- Internal Escalation: Request a senior review from a supervisor or Senior Complaints Officer for reassessment.
- Specialist Departments: Ask for specialised teams (billing, hardship, technical issues) for targeted expertise.
- External Ombudsman:
Contact the Energy & Water Ombudsman WA if unresolved internally after 20 business days:
- Phone: 1800 754 004
- Website: Energy & Water Ombudsman WA
- Phone: 1800 754 004
- Regulatory Reporting (ACCC, WA Consumer Protection):
For systemic or widespread issues, report to regulatory bodies:
- ACCC for misleading conduct or breaches.
- WA Consumer Protection for contractual or consumer rights violations.
- ACCC for misleading conduct or breaches.
- Social Media & Public Channels:
Use Synergy’s official social media as a polite but firm last resort for attention.
Remember, escalation ensures fairness, not difficulty. Always document interactions to support your escalation.
Know when and how to involve external help:
- Energy & Water Ombudsman WA (Primary External Resource):
- Phone: 1800 754 004 or (08) 9220 7588
- Website: Energy & Water Ombudsman WA
Ideal when internal resolution fails or exceeds 20 business days without resolution.
- Phone: 1800 754 004 or (08) 9220 7588
- Australian Competition & Consumer Commission (ACCC):
- Report misleading conduct or consumer law breaches via ACCC Complaints.
- Report misleading conduct or consumer law breaches via ACCC Complaints.
- WA Consumer Protection (DMIRS):
- Consumer rights or unfair practices assistance via Consumer Protection WA.
- Consumer rights or unfair practices assistance via Consumer Protection WA.
- Economic Regulation Authority (ERA):
- Report breaches of license conditions or performance standards via ERA WA.
- Report breaches of license conditions or performance standards via ERA WA.
External escalation often encourages faster internal resolutions and accountability from Synergy.
- Feedback & Complaints Page
- Online Complaint Form
- Residential Phone: 13 13 53 | Business Phone: 13 13 54
- Complaint Resolution Policy (PDF)
- Customer Charter
- Energy & Water Ombudsman WA: 1800 754 004
- WA Consumer Protection
- ACCC Energy Rights
- Synergy Help & FAQs
- Social Media: Facebook, Twitter @SynergyWA
Synergy Complaints FAQs
How do I submit a complaint to Synergy quickly and correctly?
You can submit a Synergy complaint by phone, online form, or mail, depending on what’s fastest and easiest for you. Calling Synergy gives immediate acknowledgment, while the online complaint form creates a clear written record. Mail is slower but useful for complex disputes needing documentation. Always include your account details and a clear description of the issue, and record reference numbers so you can follow up confidently if needed.
How long does Synergy take to respond to a complaint?
Synergy usually acknowledges complaints immediately by phone or within 10 business days for online or written submissions. Most investigations are completed within 20 business days, depending on complexity. During this time, Synergy assigns a case officer and provides updates for longer or more detailed cases. If timelines are exceeded or communication stops, you have the right to escalate internally or externally.
What protections do I have while my Synergy complaint is being investigated?
Bills under dispute with Synergy are protected from late fees and disconnection while the complaint is under active investigation. This protection applies as long as the issue relates to the disputed charges and you continue engaging in the process. This is especially important for households under financial stress or with medical needs, as it prevents penalties while the issue is being reviewed and resolved.
What should I do if Synergy doesn’t resolve my complaint fairly?
If Synergy doesn’t resolve your complaint within 20 business days or the outcome feels unfair, you can escalate externally. The Energy & Water Ombudsman WA is the main independent body for unresolved Synergy complaints and often speeds up resolutions. You can also involve WA Consumer Protection or the ACCC for broader consumer law issues. Escalation is your right and often leads to faster, clearer outcomes.
You’ve done your part, now it’s time to hold Synergy accountable.
Take the final step and submit a complaint that gets seen and responded to.