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Synergy
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Synergy
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Edited by:
Last updated:
July 18, 2025
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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.

  • 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.

What happens after you submit a complaint to Synergy ?

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.

Real complaints submitted through Ajust

How other
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.

How to escalate a complaint with Synergy

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:

  • Regulatory Reporting (ACCC, WA Consumer Protection):
    For systemic or widespread issues, report to regulatory bodies:

  • 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.

Regulatory & Ombudsman Information for Synergy

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.

  • Australian Competition & Consumer Commission (ACCC):

  • WA Consumer Protection (DMIRS):

  • Economic Regulation Authority (ERA):

    • Report breaches of license conditions or performance standards via ERA WA.

External escalation often encourages faster internal resolutions and accountability from Synergy.

Official Synergy Complaint Resources & Links

Synergy
Complaints FAQs

You’ve done your part, now it’s time to hold
Synergy
accountable.

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