❓ Hon. Kate Doust raises concerns about delayed electricity bills for retirement village residents in Greenfields and other areas, prompting a response from Hon. Peter Collier outlining the issues and proposed solutions.
AnsweredQoN 942Legislative Council
QuestionView source ↗
SYNERGY — BILLING DELAYS
(1) Is the minister aware that in the suburb of Greenfields over 300 residents at Teranca Mews and St Ives retirement villages have not received electricity bills since June or July; and, if so, what is the reason for the delay? (2) What other retirement villages in the south west interconnected system have also been affected by billing delays in 2010? (3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER
(1) Is the minister aware that in the suburb of Greenfields over 300 residents at Teranca Mews and St Ives retirement villages have not received electricity bills since June or July; and, if so, what is the reason for the delay? (2) What other retirement villages in the south west interconnected system have also been affected by billing delays in 2010? (3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER
AnswerView source ↗
I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(2) What other retirement villages in the south west interconnected system have also been affected by billing delays in 2010? (3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(2) What other retirement villages in the south west interconnected system have also been affected by billing delays in 2010? (3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(3) When can these residents expect their next bill? (4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(4) Given that all these residents are on fixed incomes and tight budgets, will Synergy be offering a measure of goodwill on the next bill, whenever it may arrive; and, if not, why not? Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
Hon PETER COLLIER replied: I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
I thank the honourable member for some notice of the question. (1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(1) Yes, I am aware of ongoing issues that Synergy is experiencing in relation to collective accounts in which more than one electricity meter is included on one account. The reason for these delays relate to exceptions generated by Synergy’s systems requiring manual intervention by Synergy staff for those accounts that are affected. (2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(2) Synergy is aware of a number of customers who are being affected by this known issue. However, it is not possible to advise how many are retirement villages. (3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(3) Synergy is addressing these account issues on a case-by-case basis through manual processing. Synergy is also seeking a permanent amendment to its billing system to overcome this issue. (4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
(4) Synergy will consider goodwill payments on a case-by-case basis and will extend appropriate payment terms to any customer affected by this error. For customers who accept the offer to extend payment terms, Synergy will waive any late payment fees and ensure that these customers are not at risk of disconnection for non-payment.
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