❓ A WA parliamentary question investigates Synergy's potential outsourcing of services to the Philippines via Stellar and Probe Australia. The answer clarifies that while Synergy doesn't directly contract with Stellar in the Philippines, it does use Probe Australia for back-office processing there.
AnsweredQoN 5433Legislative Assembly
QuestionView source ↗
I refer to Synergy's C Smith and K Skinner's travel to the Philippines of 8 June 2015 to 11 June 2015 to 'visit and review international operations of onshore contract centre service provider Stellar, and ask: (a) what business services are provided or offered by Stellar in the Philippines; (b) does Synergy contract with Stellar, or any other entity, for business services provided from the Philippines; (c) if yes to (b): (i) which services are provided from the Philippines; (ii) at what date did Synergy start receiving services from the Philippines; and (iii) what is the value of the contract for services to be provided from the Philippines; and (d) if no to (b), why did representatives of Synergy visit Stellar's international operations?
AnswerView source ↗
Answered
14 June 2016
Responded by
Minister for Energy
Response time
47 days
(a) Stellar has been a service partner with Synergy since 2009 and through its Joondalup base has assisted Synergy in increasing service standards over that time. Stellar also operates state of the art business processing services in the Philippines for clients all over the world and there are key learnings that can be adopted by Synergy in the future as it continues to strive for continued excellence in customer service.
(b) Synergy does not contract with Stellar for services delivered out of the Philippines. Synergy does have a relatively small contract with Probe Australia for back office processing services, some of which is operated out of the Philippines.
(c) (i) No customer facing roles are provided from the Philippines. Services include the following: • transfer of ‘over-payments’ on a customer’s final account to their current account – (process system task); • transfer of overdue debt from final accounts to customers current (active) account (process system task and exception); • process refunds tasks and credit account (process system task); • update the system where tariff doesn’t match the account type (process system change).
(ii) March 2015.
(iii) $130,000 per annum.
(d) Not applicable.
(b) Synergy does not contract with Stellar for services delivered out of the Philippines. Synergy does have a relatively small contract with Probe Australia for back office processing services, some of which is operated out of the Philippines.
(c) (i) No customer facing roles are provided from the Philippines. Services include the following: • transfer of ‘over-payments’ on a customer’s final account to their current account – (process system task); • transfer of overdue debt from final accounts to customers current (active) account (process system task and exception); • process refunds tasks and credit account (process system task); • update the system where tariff doesn’t match the account type (process system change).
(ii) March 2015.
(iii) $130,000 per annum.
(d) Not applicable.
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