Impacted customers will be contacted directly with an 8-digit unique code to request a refund. If you are impacted and have not received a code or need help, call Synergy on 1800 729 265 (Monday – Friday, 8am–5pm, excluding public holidays).
If you have been affected by an overpayment on your closed account and are requesting a refund, you can do this securely through the ServiceWA app.
What are Synergy refunds?
Synergy has identified that it has received payments to closed customer accounts, resulting in overpayments.
Eligible residential customers can securely submit their details and request a refund through the ServiceWA app.
Eligible customers will be notified, however if you believe you are eligible for a refund and have not been notified, you can still submit a request via the ServiceWA app.
Synergy will use the information you provide to determine your eligibility for a refund.
Eligibility criteria for Synergy refunds
Residential customers who have previously held a Synergy account in their name and made payment(s) to their closed account may be impacted.
The person whose name appears on the account associated with the overpayment must be the one to submit the application through the ServiceWA app.
Refund requests must be submitted using the ServiceWA app on or before 2 February 2027.
What information do you need to submit a refund request?
Synergy will contact impacted customers by email, SMS or letter with an 8-digit unique code.
You can enter this code in the ServiceWA app to progress your refund request.
There will be other information you can provide if you have not been contacted with a unique code.
What if I haven’t received a unique code from Synergy?
If you haven’t received an 8-digit unique code, you will need to provide at least one of the following details of your closed Synergy account:
- a supply address registered with your Synergy account;
- Synergy account number; and/or
- Synergy payment number.
Additional optional information you can provide to check eligibility:
- your concession details (Health Care Card, Pensioner Concession Card and Commonwealth Seniors Health Card);
- if you have been known by any other name;
- if you have had any other phone numbers associated with your Synergy account; and/or
- if you have had any other email addresses associated with your Synergy account.
Need additional help with a Synergy refund request?
Customers who are unable or prefer not to request a refund via the ServiceWA app can contact Synergy’s Customer Response Centre directly to request a refund on 1800 729 265 between 8am and 5pm Monday to Friday (excluding public holidays).
Find out more about the refunds
You can find more information about Synergy refunds via the Synergy website.
Help accessing the ServiceWA app
For technical support, visit the ServiceWA support page.
For support and general information about ServiceWA or if you need assistance to download the ServiceWA app call 13 33 WA (13 33 92) or email support@digital.wa.gov.au.
Need help with your Digital ID?
For help with your Digital ID, visit the ServiceWA: Get your Digital ID page.
Digital ID support is also available in different languages. Find videos in your language on the ServiceWA: Resources and Translations page.
Stay up to date
To stay up to date on the latest offers and services available, download the ServiceWA app today.
The ServiceWA app is available to download on the Apple App Store and Google Play Store.
Who can request a Synergy refund?
Show moreResidential customers who have previously held a Synergy account in their name and made payment(s) to their closed account. The person whose name appears on the account associated with the overpayment must be the one to submit the application through the ServiceWA app.
How do I know if I am eligible to request a refund from Synergy?
Show moreSynergy will contact impacted residential customers by email, SMS or letter with an 8-digit unique code. This code can be entered into the app to help progress your refund request.
Please read below if you have not been contacted by Synergy.
What if I haven’t received an 8-digit unique code to submit a refund request through the ServiceWA app?
Show moreIf you believe you have been impacted and are eligible, you don’t need an 8-digit unique code to submit a refund request.
Simply select ‘I don’t have a Synergy code’ in the ServiceWA app and continue.
You will be asked to complete the form in the app and include your closed account details to help us assess your eligibility.
How can I access a refund through the ServiceWA app?
Show moreIf you’re an eligible residential customer and think you might be impacted, you can follow the below steps to get started:
- Open the ServiceWA app and login with your Digital ID with a ‘Standard’ identity strength.
- Click on the 'Offers' section under the Discovery tab and select ‘Synergy refund’.
- Enter the required information including your 8-digit unique code and/or other details.
- Review the consent and click on 'Request refund' and fill in the application.
My name isn’t on the account, but I pay the bills, can I still request a refund?
Show moreNo, unfortunately only customers who’ve held a Synergy account in their name are eligible to request a refund.
How will I receive my refund?
Show moreIf you are eligible and your request has been successfully processed, your refund will be deposited into your nominated bank account via the ServiceWA app. Please note that Synergy will not refund amounts into a bank not operating in Australia.
How many days will it take to assess my request and process my refund?
Show moreSynergy will assess your eligibility, and you will be notified of the outcome and if your refund has been processed, within 12 business days.
Where can I find my Synergy payment number for my closed account?
Show moreYou can find your payment number in the bottom-right payment section on your previous Synergy bills for that closed account. You may also be able to find your Synergy payment number by logging into My Account (select ‘View another energy account’ under your current account details).
Where can I find my Synergy account number for my closed account?
Show moreYou can find your closed account number in the top-right corner on your previous Synergy bills for that closed account. You may also be able to find your closed Synergy account number by logging into My Account (select ‘View another energy account’ under your current account details).
Where can I find my Synergy supply address for my closed account?
Show moreYou can find your supply address registered to your Synergy account on the back of your Synergy bill.
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