Claims, complaints & compliments

At Synergy we strive to provide you with the highest level of service at all times. If this has not been the case, or if we have not handled something to your satisfaction, please contact us about it and we will do all we can to help.  And, if we've done something really good - we'd also love to know.

Our contact details are as follows:

• Mail: GPO Box M979, Perth WA 6843
• Phone: 131353 (Residential) 
               131354 (Business) 
               1800 208 987 (Complaints and Compliments)
• Facsimile: (08) 6212 1034 
• Email: Use our online enquiry form.
• You may also print out a Complaints Form, detail your concerns and post it to us at GPO Box M979, Perth WA 6843.

Customer Advocate

The Customer Advocate is Synergy's internal ombudsman and a last resort for any complaints you may have.  The Advocate's role is to understand and represent your interests within Synergy and help improve the service you receive. 

See our Customer Advocate page for more information.

You can contact the Customer Advocate in the following ways:

• Mail: GPO Box K851, Perth WA 6842
• Facsimile: (08) 9225 2685
• Email: advocate@synergy.net.au

Energy Ombudsman

If you feel we have been unable to resolve your complaint satisfactorily, you may wish to contact the Energy Ombudsman in one of the following ways:

• In Person: Level 12/44 St. Georges Terrace,
  Perth. Western Australia
• Mail: P.O Box Z5386 St. Georges Terrace, Perth WA 6831
• Phone: (08) 9220 7588
• Freecall: 1800 754 004 (for callers outside of the metropolitan area)
• Facsimile: (08) 9220 7599
• Email: energy@ombudsman.wa.gov.au
• Learn about resolution handling from: www.ombudsman.wa.gov.au/energy

Customer Damage Report Form (electricity only)

We are unable to compensate customers for any loss or damage that occurs as a result of events or circumstances outside our control including faults and Network related issues. Faults and Network related issues are the responsibility of the Network Operator, Western Power. These include (but are not limited to) claims for unplanned power interruptions.

You may report the full details of the incident  to our distributor, Western Power, using the form provided on their website.  Please retain all damaged items (except food), until the matter is resolved.

For other compensation claims that are the responsibility of Synergy, please complete our Customer Damage Form.