Overview

• The ERA found Synergy continued deducting Centrepay payments on closed accounts since 2009, overcharging 2,845 vulnerable customers a total of $2.29 million.
• Synergy began contacting affected customers in April and has repaid roughly 30% of the $240,000 owed to 459 customers overcharged since February 2023 under an enforcement notice.
• CEO Kurt Baker apologized for the failures and pledged to complete all reimbursements while carrying out a thorough system review to flag inactive accounts.
• ERA Chair Steve Edwell said Synergy should have had automated safeguards in place given its size and the vulnerability of Centrelink recipients.
• The regulator will monitor Synergy’s compliance as the utility implements new automated controls and system upgrades to prevent recurrence.