Horizon Power says customers not affected by Synergy Centrepay scandal

Horizon Power has confirmed that none of its customers have been affected by the Synergy Centrepay scandal which overcharged nearly 3000 vulnerable customers since 2009.

On July 14 the Economic Regulation Authority revealed that Synergy had collected cash through Centrepay — a payment service for Centrelink customers — after vulnerable clients had closed their accounts.

It found the government-owned utility, which is the monopoly supplier of electricity on WA’s main grid thanks to laws banning competition, overcharged nearly 2845 customers since 2009.

Horizon Power, who is the main electricity supplier to regional grids across the State, confirmed that a similar situation had not occurred with their customers.

“Horizon Power is aware of recent reports regarding inactive accounts and can confirm our customers have not been impacted,” a Horizon Power spokesperson said, speaking to the Broome Advertiser on July 18.

Regulators found Synergy allegedly failed to notify customers that they had been overcharged within the required 10 business day time frame before hitting the company with an enforcement notice for breaching the State’s code of conduct for electricity retailing.

The ERA believed $2.3 million remains owed to the Centrelink customers

Just hours later, Energy Minister Amber-Jade Sanderson said there would be an independent review of Synergy’s billing systems.

Synergy began contacting customers in April and has so far paid back just 30 per cent of the money owed.

Synergy chief Kurt Baker — who has been at the helm since January — said the business “apologises sincerely” to affected customers. He said Synergy had notified the regulator of the breaches.

“We recognise that the Centrepay bill management system is in place to support vulnerable customers and in this instance, they were let down,” Mr Baker said.