Overview

• About 170,000 to 174,000 customers have been identified since 2009 with overpayments totaling roughly $40 million, with an average of $230 and more than half under $100.
• The ERA’s chair called it a serious governance lapse, noting around 13,000 accounts accrued more than $500 and 467 exceeded $5,000, and flagged checks on other retailers.
• Synergy says it has stopped further payments to closed accounts, identified affected customers, and will issue cash refunds or bill credits over several months via a dedicated team.
• The utility self-reported to the Economic Regulation Authority and engaged independent reviewers through the state government, with the ERA considering enforcement actions that could include fines over $100,000.
• The announcement follows a July finding that $2.29 million was taken from 2,845 Centrepay users with closed accounts, prompting fresh criticism from the opposition and a rebuke from a state minister.