Need to contact

Synergy

and make sure they reply?

Synergy, Western Australia's largest energy provider serving over one million residential, business, and industrial customers, offers comprehensive and accessible customer support. Residential customers can reach support via phone (13 13 53, weekdays 7am–7pm), while business customers have their own dedicated line (13 13 54, weekdays 8am–5pm). Synergy also provides live online chat support, an online contact form, and responsive social media assistance via Facebook Messenger during weekday business hours.

As a state government-owned retailer, Synergy prides itself on friendly, locally-based customer service, frequently recognised for exceptional support, especially for customers experiencing financial hardship. While occasional criticisms exist, Synergy maintains a strong reputation for reliable, government-backed utility service. The comprehensive range of support channels ensures customers can find assistance easily, backed by clear service standards and strong consumer protections detailed in Synergy’s Customer Charter.

Common customer concerns with Synergy include:

• Billing Issues: Unexpectedly high bills due to estimated meter readings, billing mistakes, and “catch-up” charges. Customers occasionally report overcharges or disputes regarding accuracy.
  
  
• Customer Service Delays: Some customers experience long wait times and describe certain interactions as robotic or lacking flexibility, especially with complex or unusual issues.
  
  
• Limited Alternatives: Given Synergy’s regulated monopoly for residential customers in WA, some express frustration about limited provider options, especially in cases of dissatisfaction.
  
  
• Tariff and Pricing Concerns: Complaints about perceived high tariffs, despite rates being government-regulated and uniform across Synergy’s service area.
  
  
• Service Disruptions: Occasional complaints about power outages (handled by Western Power, not directly by Synergy) causing confusion among customers regarding whom to contact.
  
  

Despite these common issues, Synergy actively addresses feedback and implements comprehensive complaint handling and service improvement policies.

Synergy offers multiple easy ways to get in touch:

1. Phone Support

• Residential: Call 13 13 53 (Mon–Fri, 7am–7pm)
  
  
• Business: Call 13 13 54 (Mon–Fri, 8am–5pm)
  
  
• Have your account number handy for faster service.
  
  

2. Online Live Chat

• Visit the Synergy Contact page and select “Chat now” during business hours to connect immediately with support.
  
  

3. Online Enquiry Form

• Send detailed questions through Synergy’s online form available on the Contact Us page. Expect a follow-up via email or phone.
  
  

4. Social Media (Facebook Messenger)

• Message Synergy on their Facebook page weekdays (8:30am–5pm) for prompt social media assistance.
  
  

5. Specialised Support

• Hearing/speech-impaired (TTY): 13 36 77 (weekdays 7am–7pm)
  
  
• Non-English speakers: Use the Telephone Interpreter Service (13 14 50) and ask for Synergy.
  
  
• Overseas callers: Dial +61 8 6212 2222 during business hours.
  
  

Emergencies & Outages

• Electricity faults (Western Power): 13 13 51 (24/7)
  
  
• Gas leaks (ATCO Gas): 13 13 52 (24/7)
  

Synergy’s key customer policies clearly outline your rights:

• Refunds & Credits: Overpayments or credits are typically applied to your next bill. Refunds (via cheque) are available upon request for credits above certain amounts.
  

• Cancellations (Account Closures): Easily request to cancel or transfer services via phone or the online Moving Home form. No fees apply for standard residential accounts.
  

These policies, detailed in the Customer Charter, protect consumers and clarify your entitlements.