Media Release | 15 July
Hon Dr Steve Thomas MLC
Shadow Minister for Energy
Some of the state’s most vulnerable people have been let down by Synergy, who have continued to charge them, despite their accounts being closed.
Shadow Energy Minister Dr Steve Thomas said the bill paying system was originally designed to protect customers, and they had every reason to feel let down.
“People using Centrepay are among the most financially vulnerable in our community and they rely on this system to help manage their bills and stay afloat,” Dr Thomas said.
“They placed their trust in Synergy and the arrangements it had with Services Australia, only to be overcharged more than $2.29 million, in many cases, long after their accounts were closed.
“This has been happening since 2009. That’s 15 years of systemic failure, and it should have been identified and rectified long before now.
The Economic Regulation Authority (ERA) has identified 459 affected Synergy customers that have been charged for disconnected power services since 2023 and are now owed $239,250 at an average of $521 each.
The total number of people adversely impacted from 2009 is 2,845 customers, who are owed a total of $2.29 million at an average of $805 each.
The ERA issued Synergy with a compliance enforcement notice for breaching its obligations under the Code of Conduct for the Supply of Energy Customers. Synergy’s breach is for failing to notify customers about the overcharging on closed accounts within 10 business days of becoming aware of those overcharges.
“Overcharging some of the most vulnerable members of our community is unacceptable and Synergy and the Energy Minister must explain how this has occurred and what is being done in the future to make sure this does not happen again,” Dr Thomas said.
“Synergy knew about this breach in December last year and still did not immediately notify immediately the affected customers.
“Did they notify the Energy Minister? Do they need greater resourcing to make sure this does not happen again?
“While I welcome Synergy’s apology, there needs to be reassurances this cannot and will not happen again. Simply saying our systems are complex does not pass the pub test.
“This is just another example of the Cook Government failing the most vulnerable members of our community.”
ENDS
Media contact: Dr Steve Thomas 0427 908 717
