In August 2024, more than 15,500 Synergy customer accounts in Western Australia were reported to have missed direct-debit collections for electricity bills. The resulting “double bill” was a catch-up payment for electricity already used—not a second charge for the same usage, according to Synergy as quoted by The West Australian.
What happened with Synergy’s direct debits?
The West Australian reported on 15 August 2024 that a system issue meant Synergy did not collect some customers’ bill payments by direct debit. According to the report, incorrect credits on the accounts made it appear that the bills had been paid.
The affected payment attempts reportedly ran from 29 May to 10 July 2024. The Premier told Parliament, as reported by the newspaper, that more than 15,500 customer accounts were affected. Synergy’s spokeswoman was quoted as saying that payments owed had not been deducted from “about 15,000 customer accounts.”
Why customers expected a “double bill”
Customers were expected to receive catch-up bills at the end of August, potentially alongside a later regular bill. That timing could mean a larger-than-usual amount due at once, but the newspaper quoted Synergy as saying customers had been billed only for electricity they used. The issue was the missed collection of existing bills, not an extra charge for duplicate electricity use.
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What affected customers were told to do
The newspaper’s 15 August report said affected customers could pay the outstanding amount online. It also said customers who did not act before 26 August 2024 would have the amount debited with their next payment. Customers paying by instalments were expected to see higher periodic payments to account for the missed collection.
These were the instructions and dates reported in August 2024; they should not be treated as current payment guidance. The report does not establish the eventual remediation or repayment outcome for this specific incident.
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Fees and hardship-related debt
The West Australian reported that Synergy would reverse late fees and credit-card fees associated with the error. It also reported the Premier saying hardship-related debt would be written off. Roger Cook, quoted by the newspaper, said: “Synergy have written off any debt related to hardship customers so they will effectively receive a bonus credit on their bill as they will not be charged,”
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Do not confuse this with Synergy’s later billing review
A separate independent review of Synergy’s electricity retail billing practices was completed in 2025, with the WA Government publishing the final report and its response in January 2026. That review concerned broader billing practices and closed-account overpayment issues; it is not evidence of the cause or final outcome of the May–July 2024 direct-debit failure. WA Government: Independent review of Synergy electricity retail billing practices
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The 2024 incident details and customer instructions above were reported by The West Australian on 15 August 2024. The later government review does not, by itself, confirm what happened to every affected account after that report.
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