- Terms of reference announced for independent review into Synergy's electricity billing practices
- Energy sector professional with extensive experience appointed lead reviewer
- Review to report back in October
Energy and Decarbonisation Minister Amber-Jade Sanderson has announced the terms of reference for an independent review into Synergy's electricity billing practices.
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 will be led by Cara Graham, an energy sector professional with deep experience in retail billing systems, processes and procedures.
Ms Graham has more than 20 years' experience in the energy industry. She was formerly with electricity distributer Energex where she held several senior roles, before joining EY where she is Power & Utilities, Strategy & Transactions partner.
The independent review will include but will not be limited to the following topics:
a) Synergy's retail billing and related information technology systems, processes, procedures and related documentation;
b) relevant account management, complaints management and call centre systems, processes, procedures and documentation;
c) governance matters and strategic oversight arrangements at Synergy which enforce legal and ethical standards and provide stakeholder confidence for the public;
d) the appropriateness of Synergy's current refund and restitution policies where a detrimental customer impact has been identified; and
e) systems and processes used to monitor and report Synergy's compliance with small use customer billing regulatory requirements including the Code of Conduct for the Supply of Electricity to Small Use Customers 2022.
As stated by Energy and Decarbonisation Minister Amber-Jade Sanderson:
"I have instigated this independent review to ensure the integrity of Synergy's billing system.
"Customers should have confidence that Synergy's billing procedures are robust and operating efficiently.
"Synergy has said they will assist the independent reviewers in any way possible. It is important that the reviewers are now left to execute their duties in line with the terms of reference."
