Overview

• Chief executive Kurt Baker said payments continued to be accepted on closed accounts, often even when no bill had been issued.
• The problem was uncovered during a comprehensive review launched after a July finding that $2.29 million was taken from Centrelink payments on closed accounts.
• Overpayments date back to 2009 and were made through BPAY, direct debit, EFTPOS and Australia Post.
• More than half of the amounts are $100 or less with an average of about $230, though some customers paid thousands.
• Synergy has self-reported to the Economic Regulation Authority, engaged independent reviewers, implemented new detection measures and set up a team to contact customers for refunds.