The terms of reference for an independent review into Synergy‘s electricity billing practices has been sent by Energy and Decarbonisation Minister Amber-Jade Sanderson.
The review arises as a result of Synergy self-reporting a breach of the Code of Conduct for the Supply of Electricity to Small Use Customers 2022, relating to non-cancellation of auto-debiting customer payments on closed accounts, and related actions.
On 14 July 2025, the Economic Regulation Authority WA, which administers the Electricity Retail Licensing scheme, issued Synergy with a compliance enforcement (rectification) notice for breaching its Electricity Retail Licence.
The scope of the review is to assess Synergy’s retail billing practices to identify any systemic issues that may have a detrimental impact on its customers and the public’s confidence in Synergy’s performance.
The review is being led by Cara Graham, an energy sector professional with deep experience in retail billing systems, processes and procedures.
The independent review will include, among other aspects, Synergy’s retail billing; relevant accounts and complaints management; governance matters and strategic oversight arrangements; systems and processes used to monitor and report Synergy’s compliance.
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Images: Synergy
