❓ A WA parliamentary question addresses issues with Synergy's new billing system, including delayed bills, implementation costs, and consultant engagement. The Minister acknowledges problems and promises further details.
AnsweredQoN 979Legislative Council
QuestionView source ↗
SYNERGY — BILLING SYSTEM
I refer to Synergy’s new billing system. (1) How many of Synergy’s customers have not received their latest bill on time, and for what reason? (2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER
I refer to Synergy’s new billing system. (1) How many of Synergy’s customers have not received their latest bill on time, and for what reason? (2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER
AnswerView source ↗
I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(1) How many of Synergy’s customers have not received their latest bill on time, and for what reason? (2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(1) How many of Synergy’s customers have not received their latest bill on time, and for what reason? (2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(2) What has the implementation of the new billing system cost Synergy to date? (3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(3) Were any consultants engaged on this project; and, if so, what was their purpose and at what cost? (4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(4) Can the minister confirm that customers will now receive all of their energy bills on time; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
I thank the honourable member for some notice of the question. (1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(1) Currently, Synergy is aware of 3 700 customers who have not yet been issued a bill for over 90 days. The reasons for these delays are varied and range from billing system anomalies to meter data integrity issues. (2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(2) The capital cost of the new billing system was $38.4 million as part of the wider transformation program. Synergy received section 68 approval to replace the billing system in 2007 under the previous government. The new billing system was required as a direct result of the break-up of Western Power Corporation and the new electricity market rules. Additional costs associated with the stabilisation of the system cannot be provided in the time available. Synergy will provide these details as soon as possible. (3) Yes; consultants were engaged on this project to provide specialised technical assistance, advice, expertise and program management in relation to the new system. Synergy is not able to provide the total cost of consultants engaged on the project in the time provided, and will supply these details as soon as possible. (4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
(4) No; Synergy has advised that there will always be some customers who do not receive their bills on time due to a range of issues, some of which are beyond Synergy’s control. It is a normal operating state for most energy retailers to have a percentage of customers who do not receive their bills on time. This was also the case under the previous billing system.
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