❓ Synergy—Closed accounts—Payments 837. Hon Dr Steve Thomas to the Leader of the House representing the Minister for Energy and Decarbonisation: I refer to Synergy's acceptance of payments for closed ac
AnsweredQoN 837Legislative Council
QuestionView source ↗
Synergy—Closed accounts—Payments
837. Hon Dr Steve Thomas to the Leader of the House representing the Minister for
Energy and Decarbonisation:
I refer to Synergy's
acceptance of payments for closed accounts for nearly 174,000 residential and
commercial customers for a total of $40 million made public last Friday.
(1) On what specific date was the minister first
advised of this brand-damaging $40 million overcharge debacle? Who advised the minister
and in what format?
(2) Were any of the payments made to closed
Synergy accounts after 14 July 2025 when the Economic Regulation Authority (ERA)
made public its report on the payments to closed accounts for Centrepay
customers?
(3) If yes to (2), why was the system not
immediately corrected to prevent payments to closed Synergy accounts?
(4) On what specific date did Synergy become aware
that there were more cases of payments to closed accounts?
(5) Did Synergy only become aware as a result of the
review after the 14 July report?
837. Hon Dr Steve Thomas to the Leader of the House representing the Minister for
Energy and Decarbonisation:
I refer to Synergy's
acceptance of payments for closed accounts for nearly 174,000 residential and
commercial customers for a total of $40 million made public last Friday.
(1) On what specific date was the minister first
advised of this brand-damaging $40 million overcharge debacle? Who advised the minister
and in what format?
(2) Were any of the payments made to closed
Synergy accounts after 14 July 2025 when the Economic Regulation Authority (ERA)
made public its report on the payments to closed accounts for Centrepay
customers?
(3) If yes to (2), why was the system not
immediately corrected to prevent payments to closed Synergy accounts?
(4) On what specific date did Synergy become aware
that there were more cases of payments to closed accounts?
(5) Did Synergy only become aware as a result of the
review after the 14 July report?
AnswerView source ↗
I thank the
honourable member for some notice of the question.
(1) A potential wider overpayment issue was raised
by Synergy in July, following which the minister instigated an independent
review. The reviewers provided an interim report on the overpayment issue on 17
September 2025.
(2) Yes.
(3) There are varying methods of
customer-initiated payments. This required Synergy to take steps to develop
appropriate systems and processes for each payment method.
(4)–(5) While investigating the Centrepay
overpayment issue, Synergy became aware of a potential broader billing issue.
honourable member for some notice of the question.
(1) A potential wider overpayment issue was raised
by Synergy in July, following which the minister instigated an independent
review. The reviewers provided an interim report on the overpayment issue on 17
September 2025.
(2) Yes.
(3) There are varying methods of
customer-initiated payments. This required Synergy to take steps to develop
appropriate systems and processes for each payment method.
(4)–(5) While investigating the Centrepay
overpayment issue, Synergy became aware of a potential broader billing issue.
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