How to dispute a Synergy bill in Perth: a step-by-step guide

Your Synergy electricity bill is unusually high and you don't know why. Before paying it, you have formal rights to investigate and dispute. Here's the structured process for Perth households.

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Step 1: Verify the bill is estimated, not metered

The first thing to check: is the bill based on an actual meter read or an estimate?

Estimated bills happen when Synergy's metering contractor couldn't access your meter (locked gate, dog, no access during business hours). Estimated bills may be higher or lower than actual usage: errors are more common when you've changed your usage pattern since the previous actual read.

How to check: Your bill shows "Estimated read" or "Actual read" near the usage summary. An estimate followed by an actual read the next period results in a catch-up adjustment that can spike a bill unexpectedly.

If the bill is estimated: You can submit a self-meter read via Synergy's online account portal (My Account) using your meter's actual reading. If Synergy accepts the self-read, the bill is revised.

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Step 2: Check for unusual usage periods

Look at how many days the billing period covers. Synergy bills bi-monthly, about every 60 days, six times a year, though timing can vary a little. If a billing period covers 90 days instead of the usual 60, the bill will be proportionally higher.

Also compare your per-day usage (kWh/day) on this bill against the same period last year. Synergy bills typically show this comparison. A significantly higher kWh/day figure (after accounting for any new appliances, EV, or pool) is the main indicator of a metering problem.

Typical Perth A1 tariff usage as a reference:

• Small household (1–2 people): 10–15 kWh/day
• Average household (3–4 people): 15–25 kWh/day
• Large household with pool, aircon: 25–40+ kWh/day

If your bill shows 60 kWh/day for a household that historically uses 20 kWh/day, that is a significant anomaly worth investigating.

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Step 3: Contact Synergy directly

Call Synergy on 13 13 53 (business hours, Monday–Friday) or contact via My Account online.

When you call, have ready:

• Your customer number (top right of the bill)
• The bill period and amount in dispute
• Your reason for disputing (estimated read, unusual high usage, suspected meter fault)
• Your current meter reading if you can take one

Synergy's obligations under the Code of Conduct for the Supply of Electricity to Small Use Customers, administered by the Economic Regulation Authority, include:

• Investigating billing complaints
• Providing a written response within 20 business days
• Offering a bill payment arrangement if the disputed amount is significant

If Synergy confirms the bill is based on an actual read and they believe the usage is correct, you can request a meter test.

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Step 4: Request a meter test

A meter test is a formal inspection of your electricity meter by an accredited technician to verify the meter is accurately recording consumption.

Cost: Synergy charges a meter test fee. If the test reveals the meter is faulty, the fee is refunded and Synergy must adjust your bill.

Process: Synergy arranges Western Power to test the meter. Ask for the expected turnaround when you request the test, and get it confirmed in writing.

Note: If you have a smart meter, Synergy can usually perform remote diagnostic checks without a physical test, so ask whether this is available for your meter type before paying the physical test fee.

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Step 5: Document everything

Keep records of:

• The bill you're disputing (date, amount, period, read type)
• Your own meter readings (photograph the meter display showing the date)
• All phone calls (date, time, operator name or ID, what was discussed)
• Any written correspondence

If the dispute escalates, documentation of your own meter readings and the sequence of Synergy's responses is important.

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Step 6: Escalate to the Energy and Water Ombudsman WA

If Synergy's response is unsatisfactory, you can escalate to the Energy and Water Ombudsman Western Australia (EWOWA) at no cost to you.

Contact: 1800 754 004 (free call) or energyandwater.ombudsman.wa.gov.au

The EWOWA handles disputes between residential customers and energy companies in WA. They can direct Synergy to:

• Conduct a meter test
• Revise a bill
• Provide a payment arrangement
• Waive late fees during the dispute period

Important: You must attempt to resolve the dispute directly with Synergy first. EWOWA typically requires evidence that you've contacted Synergy and received a response before they'll take on the case.

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Common causes of genuinely high bills (before disputing)

Before disputing a bill, consider whether the usage is actually correct:

• Pool pump on a wrong timer: left running extra hours a day, a pool pump can add 10–20+ kWh/day
• A faulty appliance left running constantly: a stuck refrigerator compressor or an aquarium heater running non-stop usually adds only a few kWh/day, a smaller contributor but still worth checking
• Air conditioning overnight: a large reverse-cycle system draws roughly 2–2.7 kW of electricity while running. Left on for 10 hours overnight, that's about 20–27 kWh on top of normal usage
• Hot water heating fault: an electric hot water system's thermostat stuck on constant reheat can add roughly 2,000–4,000 kWh over a 60-day billing period
• EV charging: a 7.4kW home charger is the maximum rate it can deliver, not what it uses every day. Charging for a typical daily commute adds roughly 6–10 kWh/day

A quick check: if you can access your smart meter data through My Account, look at the hourly consumption graph. A typical household's overnight baseline while everyone's asleep sits around 0.2–0.5 kW. If yours is running well above that at 3am, that's a clear sign something is drawing power it shouldn't be.

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Rights regarding payment during a dispute

Under WA regulations, Synergy cannot disconnect your electricity for non-payment of a disputed amount while the dispute is being investigated, provided you:

• Have formally notified Synergy of the dispute
• Pay the undisputed portion of the bill (e.g., if your normal bill is $300 and this bill is $800, pay $300 and dispute the extra $500)

This protection applies for the duration of Synergy's investigation. If you escalate to EWOWA, the protection continues during their review.

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Start with a self-meter read check (if the bill was estimated) and a call to Synergy with your own meter reading before assuming a metering fault. Most unexpectedly high bills are caused by a change in household usage: appliance faults, overnight air conditioning, or hot water system issues. A genuine metering error is less common but absolutely worth pursuing if you've ruled out usage causes.