Synergy Unveils Better Offer Tariffs Post Review
Synergy will support select customers to switch to 'better offer' tariffs through a cost-of-living program to be implemented following a review of the State-owned electricity retailer's billing systems.
Synergy will pilot its 'better offer' program from this year with a specific focus on reaching out to customers experiencing financial pressure, with findings from the pilot to inform the potential for a broader program to be made available to all Synergy customers.
Providing customers with a 'better offer' is the first of nine recommendations made in the final report of the Independent Review of Synergy's Electricity Billing Practices.
The government has accepted all recommendations contained within the final report.
Other recommendations within the final report that have been accepted include changes to Synergy's board governance, billing practices and the approach towards vulnerable customers to strengthen Synergy's focus on delivering for its customers.
The final report found Synergy holds $138 million in advance payments in active accounts, averaging $441 for residential customers.
To address this, Synergy will consider thresholds for maximum credit amounts, as well as make it easier for customers to access those advance payments if required.
An independent oversight committee will oversee implementation of the report's recommendations and advise Energy and Decarbonisation Minister Amber-Jade Sanderson on Synergy's progress.
The Minister has also announced an independent review of the Synergy board, which will report back in mid-2026.
The executive summary and recommendations of the final report of the Independent Review of Synergy's Electricity Billing Practices, as well as the government's response, are available via Energy Policy WA's website .
As stated by Energy and Decarbonisation Minister Amber-Jade Sanderson:
"This report highlights opportunities for Synergy to better serve the WA community.
"I have accepted all the recommendations and will establish independent oversight of their implementation.
"Helping customers to find the 'better offer' that works for them based on their electricity use will deliver cost-of-living benefits and will be a significant step in improving Synergy's customer service.
"Now is the time for Synergy to reset and win back the trust and confidence of its customers."
https://www.wa.gov.au/government/media-statements/Cook Labor Government/Synergy-to-give-customers-
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