energy accounts payment assistance (eapa...
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EnergyAccountsPaymentAssistance(EAPA)Scheme
WhatisEAPA?The Energy Accounts Payment Assistance (EAPA) Scheme helps people living in NSWexperiencinga short term financial crisisoremergencypay theirelectricityorgasbill.Theschemehelpspeoplestayconnectedtoessentialenergyservicesduringafinancialcrisisandisnotavailableonanongoingbasis.HowdoestheEAPAschemework?The EAPA Scheme operates through a Digital voucher system. Each voucher is worth $50.Vouchersare transmittedelectronically to energy retailerswhocredit thevouchersaspartpaymentofacustomer’senergybills.RetailersarereimbursedbytheNSWGovernment. StVincent de Paul Society NSW Regional Councils receive their allocation of EAPA vouchersfromNSWGovernment at no cost to the Society. Conferences can issue EAPA vouchers toclients based on their assessment of their circumstances. The online or paper EAPAAssessmentformmustbecompletedpriortoissuingEAPAvouchers.Clientscancheckwiththeirretailerin5daysfortoconfirmthatthecredithasbeenappliedtotheirbill.HowmanyEAPAvoucherscanbeissuedtoaclient?
maximum$300(6vouchers)perbill maximum $600 (12 vouchers) per financial year, household & energy type
(Electricity&Gas). maximumoftwoEAPAgrantsperhouseholdperenergytypeperfinancialyear maximumoftwoEAPAgrantsperbill
IfexceptionalcircumstancesmerittheissuingofEAPAvouchersabovethelimits,youmay issue EAPA vouchers above these limits.Pleasenote that ifyou issuemorethan $1000 EAPA vouchers to a client you need to notify NSW Trade &Investmentdepartmentbysendinganemailtoeapa.info@trade.nsw.gov.auIsitnecessarytocontacttheEnergyRetailerbeforeissuingEAPAvoucher?Yes.Youshouldmakereasonableattempttocontactretailers,however:
Youarenotexpectedtomakeacallfromyourmobilephone; Ifaclienthasalandlinebutdoesnotallowyoutouseit,youarenotexpected
tocalltheretailer; Youarenotrequiredtobeonholdformorethan5‐10minutes; Ifyouvisitclientsafterhoursandareunabletore‐schedulethevisit,itmight
notbepossibleforyoutocontacttheretailerwhichisacceptable.
Ifyoudon’thaveapaperbill,contacttheclient’sEnergyRetailer.RefertoPoint3intheEAPADeliveryGuidelinesformoreinformation.ForfurtherinformationorclarificationpleaserefertotheEAPAguidelinesorcontact:NSWTrade&Investment,DivisionofResources&Energy,Phone:1300729867Email:[email protected]
FOR MORE INFORMATION
Visit our website: www.resourcesandenergy.nsw.gov.au
(Copies of this fact sheet can be downloaded from the website.)
Contact Service NSW on 13 77 88
www.resourcesandenergy.nsw.gov.au
This fact sheet can help you quickly decide how best to help your client.Below are some questions you might ask your client to evaluate their circumstanes and needs.On the reverse is a chart that indicates broadly how urgent your client’s needs are, how you can help and where to find relevant information in the Energy Assistance Guide. To download the guide visit www.resourcesandenergy.nsw.gov.au
Issues to consider in assessing your clientThese questions are suggestions only. Your organisation may have its own structured set of questions. If you are assessing a client for Energy Accounts Payment Assistance (EAPA), please refer to the process set out in the EAPA Guideline for Community Welfare Organisations.
Has the client been disconnected?Has the client been notified that they are at risk of being disconnected?Has the client contacted their energy retailer to tell them they are having difficulty paying their bills?Is this the first time the client has had difficulty paying their energy bill? If so, has the client tried asking their energy retailer for extra time to pay it?Does the client often have difficulty paying their energy bills? If so, have they thought about asking their energy retailer to put them on a payment plan (i.e. payment by instalments)?If the client is already on a payment plan, are they managing to keep up with the payments? Is it a realistic payment plan?Is the client aware of any government rebates or other kinds of financial assistance (such as the EAPA scheme) that they might be entitled to? Have they applied for any of these?Does the client think their bill is unusually large? If so, do they have any ideas why?Has the client taken any steps to reduce their household’s energy usage? Would they like advice about this?Is the client experiencing financial difficulty in other areas? If so, have they thought about seeing a financial counsellor?If the client feels that their retailer is not treating them fairly, have they raised the matter with them? Have they discussed their complaint with the Energy & Water Ombudsman NSW (EWON)?
FACT SHEET 1
Energy Assistance
for CWOs only
Assessing energy hardship
Revised: December 2016. NSW Department of Industry, Skills and Regional Development and the NSW Government do not warrant or represent that information in this fact sheet is complete, current, reliable and/or free from error. This fact sheet is not intended to be and should not be relied upon as the ultimate and complete source of information on any particular topic. Content in this fact sheet is subject to constant review and the information is subject to change or removal at any time.
Revised: December 2016. NSW Department of Industry, Skills and Regional Development and the NSW Government do not warrant or represent that information in this fact sheet is complete, current, reliable and/or free from error. This fact sheet is not intended to be and should not be relied upon as the ultimate and complete source of information on any particular topic. Content in this fact sheet is subject to constant review and the information is subject to change or removal at any time.
FOR MORE INFORMATION
Visit our website: www.resourcesandenergy.nsw.gov.au
(Copies of this fact sheet can be downloaded from the website.)
Contact Service NSW on 13 77 88
Energy Assistance Guide
a guide to helping NSW households manage their energy costs for Community Welfare Organisations, Energy Retailers’ Customer Hardship Units and Financial Counsellors
November 2011 Edition
111111 EA Guide - update.indd 1 11/11/2011 3:00:44 PM
What’s your assessment?The chart indicates broadly the ways in which you might need to help your client. Your organisation may of course have its own procedures. The key point is that the level and kind of assistance a client needs will depend on the urgency of their situation. (References are to the Energy Assistance Guide.)
Your client has already been disconnectedGo to Section 4 Dealing with disconnection and reconnection.
Your client is at risk of being disconnected or is having serious difficulty paying their energy bills
Contact the energy retailer. See Appendix A for contact details of the retailer.
Tell the retailer that your client is having difficulties paying their bills.
If you are in the process of assessing your client for EAPA vouchers let the retailer know (with the client’s permission). See Section 6 Getting financial assistance.
Help your client negotiate with the retailer to (a) set up a long-term payment plan or (b) sign up for Centrepay. (Your client is eligible for Centrepay only if they already receive a government benefit or concession.) See Section 5 Finding easier payment options.
Ask the retailer if there is any other assistance available to your client through the retailer’s hardship program.
Check if your client is likely to meet the EAPA eligibility criteria. If they are, arrange for an assessment. See Section 6 Getting financial assistance.Refer your client to a financial counsellor (see page 54) who can assess their financial situation thoroughly and offer advice. A financial counsellor can, for example, help calculate a long-term payment plan that’s affordable.Use any sections of this Guide relevant to your client’s situation to offer them suitable advice.
Your client is not likely to be disconnected but still needs help paying their bills and managing their energy usage
Advise of special payment options. For details, see Section 5 Finding easier payment options.Advise of rebates that may apply. For details, see Section 6 Getting financial assistance.Advise of ways to manage energy use. For details, see Section 8 Reducing energy costs.
VER
Y U
RG
ENT
LESS
UR
GEN
T
ENERGY ACCOUNTS
PAYMENT ASSISTANCE
(EAPA) SCHEME
GUIDELINES FOR
EAPA PROVIDERS
EAPA
A crisis scheme for NSW energy customers
September 2017
ENERGY ACCOUNTS PAYMENT
ASSISTANCE SCHEME (EAPA)
GUIDELINES FOR EAPA PROVIDERS
CONTENTS 1. Introduction ......................................................................................... 1
2. Who is an eligible Customer? ............................................................ 1
3. Important assessment information for EAPA Providers ..................... 2
4. How many vouchers should be issued? ............................................. 2
5. Late payment fees waivers ................................................................ 3
6. What happens if more than one EAPA Provider issues vouchers? ... 3
7. Exceptional circumstances ................................................................. 3
8. Steps required to issue vouchers ....................................................... 4
9. Cancelled vouchers ............................................................................ 5
10. Managing your annual allocation of vouchers .................................... 5
11. Responsibilities of an EAPA Provider ................................................ 5
12. Contacts ............................................................................................. 6
EAPA Delivery Guidelines – September 2017 1
1. Introduction
1.1. The Energy Accounts Payment Assistance (EAPA) Scheme is funded by the NSW Government and administered by the Division of Energy, Water and Portfolio Strategy. The purpose of the EAPA Scheme is to help customers who are experiencing a financial crisis or emergency and need help to pay their home electricity and/or natural gas (energy) bills. The Scheme is designed to help these customers stay connected to essential energy services. It is a crisis scheme and not intended to offer ongoing income support.
1.2. EAPA is delivered by providing vouchers issued for a customer’s home electricity and/or natural gas (energy) bill during an assessment with an EAPA Provider. Currently each voucher has a face value of $50. Vouchers are transmitted electronically to energy retailers who credit the vouchers as part payment of a customer’s energy bills. Retailers are reimbursed by the NSW Government.
1.3. The Energy Accounts Payment Assistance Guidelines (Guidelines) are specifically for community welfare organisations and other organisations which are approved by the Division of Energy, Water and Portfolio Strategy to distribute vouchers to customers. These organisations are termed “EAPA Providers”. References to “you” throughout these guidelines are references to EAPA Providers and their employed and volunteer staff. References to “we” and “us” are a reference to the Division of Energy, Water and Portfolio Strategy.
1.4. The Division of Energy, Water and Portfolio Strategy allocates vouchers to EAPA Providers on an annual basis, at the beginning of each financial year. These Guidelines set out the criteria that EAPA Providers must use to assess whether a customer is eligible to receive vouchers, and the procedures that must be followed.
1.5. Compliance with these Guidelines is a condition of participating in the EAPA Scheme as an EAPA Provider.
1.6. If an EAPA Provider breaches the Guidelines, the Division of Energy, Water and Portfolio Strategy may suspend the allocation of vouchers to that organisation and, if the breach is severe or ongoing, may terminate the organisation's approval to participate in the EAPA Scheme. These Guidelines may be amended from time to time by the Division of Energy, Water and Portfolio Strategy, and only the current version will apply.
2. Who is an eligible Customer?
2.1. Vouchers should only be issued to eligible customers. An eligible customer:
2.1.1. Is an energy account holder with an authorised energy retailer (i.e. the current bill1 is solely or jointly in his or her name); AND
2.1.2. The energy account is for NSW residential premises (i.e. the current bill charges are on a residential or rural tariff for their home electricity and/or natural gas (energy) bill); AND
2.1.3. The customer is currently experiencing financial hardship2 and can demonstrate they are going without basic needs in order to pay an energy bill OR do not have enough money to pay their energy bill and as a result they may face disconnection, or have been disconnected.
2.2. Each customer who applies for EAPA should be individually assessed according to these Guidelines. Vouchers will be issued to a customer who is eligible for EAPA using the online EAPA assessment tool.
2.3. If at the time of your interview with the customer you do not have access to the online EAPA assessment tool, you can complete the assessment by filling out the EAPA assessment form provided with these Guidelines. Note, EAPA Providers may use their own EAPA assessment form but any such form must include at a minimum all the information contained in the Division’s EAPA assessment form. Please ensure you enter the information shown on the EAPA assessment form into the online EAPA assessment tool as soon as practical after the customer assessment has been completed.
2.4. Customer information may be entered into the EAPA assessment tool by any person authorised to do so by the EAPA Provider.
1 Current bill is the first issued bill for the current payment period. 2 Financial hardship means the customer does not have enough income to meet basic needs of food, housing, energy supply and health.
EAPA Delivery Guidelines – September 2017 2
3. Important assessment information for EAPA Providers
3.1. Prior to assessing the customer for EAPA, reasonable attempts should be made to contact the customer's energy retailer (with the customer's permission) to discuss:
3.1.1. Other assistance options for the customer such as payment plans, Centrepay3, extensions of time to pay or support through the retailer's hardship program;
3.1.2. Whether the customer is receiving all rebates and/or other forms of retailer assistance they may be entitled to;
3.1.3. An updated balance and breakdown of consumption and non-consumption charges (eg. late payment charges or disconnection charges); and
3.1.4. Details of any EAPA received by the customer in the current financial year (1 July – 30 June) including on their current bill(s).
3.2. At the time the customer is assessed for EAPA, the customer should also be helped to consider more sustainable measures to improve his or her ability to pay future energy bills (such as reducing energy consumption or changing their energy usage patterns where appropriate). This is also time to help them consider whether they are taking advantage of any NSW Government rebates, energy efficiency programs or financial counselling.
3.3. To determine whether someone is eligible for EAPA, you will need to sight their current4 energy bill from an authorised energy retailer either in an electronic or paper form. If the customer has not brought their current energy bill with them as part of the EAPA assessment you should contact their energy retailer (with the customer's permission) to get this information. Reminder notices and disconnection notices are not acceptable.
3.4. If a person is unable to be assessed for EAPA at the time of application, advise the customer to contact their energy retailer, or you can contact the retailer (with the customer's permission), to advise that the customer is waiting for an EAPA assessment to be completed. The retailer cannot disconnect the customer while EAPA is being assessed.
3.5. You must never issue EAPA to yourself, your friend or relative5. Below are procedures to follow if you believe you or your friends or relatives may be eligible for EAPA:
3.5.1. If you believe you might be eligible for EAPA you should apply to a different EAPA Provider. If this is not possible, you may be assessed for EAPA by your manager provided your manager notes this on a file at your organisation and contacts the Division of Energy, Water and Portfolio Strategy.
3.5.2. If your friends or relatives ask you for vouchers, you should refer them to a different EAPA Provider. However, if there is no different EAPA Provider reasonably able to assess the friend or relative, you can refer them to a different worker at your organisation.
4. How many vouchers should be issued?
4.1. The following limits apply to each eligible customer:
4.1.1. The maximum amount of vouchers that can be issued to any customer’s electricity account and/or natural gas account during a financial year is $600 (12 vouchers) per energy type. When a customer has an electricity and natural gas (energy) bill they can receive up to $600 (12 vouchers) per energy type in any financial year;
4.1.2. The maximum amount of vouchers that can be issued for any energy bill is $300 (six vouchers) per type. When a customer has electricity and natural gas (energy) bills they can receive up to $300 (6 vouchers) per energy bill;
4.1.3. EAPA should not be issued to any customer on more than two occasions per energy type (electricity and/or natural gas energy) in any financial year. When a customer has an electricity
3 Customers who receive benefits through the Commonwealth Government’s Department of Human Services may be able to use a service known as Centrepay to make payments towards particular bills. Centrepay works by making a deduction from each regular Government benefit payment received by a customer and crediting this towards a customer’s energy bill. Most energy retailers in NSW can offer 4 Current bill is the first issued bill for the current payment period. 5 A relative is a parent, grandparent, child, grandchild, brother, sister, aunt, uncle or cousin, or in any of these cases, the partner of that relative.
EAPA Delivery Guidelines – September 2017 3
account and natural gas account they can receive up to two issues of vouchers per energy type in any financial year;
4.1.4. The amount of vouchers issued should not put the energy account into credit;
4.1.5. Vouchers can only be used to pay for energy usage (measured in cents per kilowatt hour for electricity or cents per mega joule for natural gas) and energy availability (e.g. Service Availability Charge or SAC), including related Goods and Services Tax (GST). EAPA cannot be used to pay for any other charges such as late payment fees, disconnection fees, reconnection fees, special meter reading fees, purchase of appliances, etc.
4.2. When a customer has exceptional circumstances please refer to section 7 of these guidelines.
4.3. Once a customer has been assessed as eligible, you must determine how many vouchers to provide. The minimum amount of vouchers provided should prevent the customer's energy supply from being disconnected, or allow them to have their supply reconnected or to meet their basic needs.
4.4. Do not ration or restrict the amount of vouchers provided to customers in an attempt to maintain or manage vouchers for your organisation. Management of vouchers is the responsibility of the Division of Energy, Water and Portfolio Strategy.
4.5. For information on management of your organisation’s annual voucher allocation refer to section10 of these guidelines.
5. Late payment fees waivers
5.1. NSW legislation prevents an energy retailer from charging a late payment fee to a residential customer in certain circumstances, including when:
5.1.1. Vouchers are used to pay any part of the bill; or
5.1.2. The retailer is aware that the customer is seeking EAPA assistance for that bill from an EAPA Provider6.
6. What happens when more than one EAPA provider issues vouchers?
6.1. EAPA can be issued to a customer up to two times per energy type for their home electricity account and/or natural gas account in any financial year. When entering the assessment information into the online EAPA assessment tool you will receive a notification that the customer has previously received an allocation of vouchers twice in the current financial year for that account.
6.2. You can issue extra vouchers in addition to those issued by another EAPA Provider; as long as the limits set out in section 3.1 and the “important assessment information for EAPA Providers” section of these guidelines are observed. If you do this, you are required to enter a note in the comments field of the online EAPA assessment tool. If at the time of your interview with the customer you do not have access to the online EAPA assessment tool, write your comments on the EAPA assessment form. Please ensure you enter the information from the EAPA assessment form into the online EAPA assessment tool as soon as practical after the customer assessment has been completed.
7. Exceptional circumstances
7.1. In some exceptional circumstances, you may issue an amount of vouchers that exceeds the limits set out in section 4 of these guidelines to otherwise eligible customers (although you can never issue vouchers that put the customer's bill into credit or issue vouchers for charges other than energy availability or usage including GST). The issue of vouchers in exceptional circumstances is intended to prevent an unduly harsh outcome, particularly where the customer's circumstances are unforeseeable.
7.2. When a customer is facing exceptional circumstances, the customer must still be an eligible customer as defined in section 2.1.
7.3. When vouchers are issued in exceptional circumstances, you must still carry out the steps that would normally be taken (see “important assessment information for EAPA Providers” section of these Guidelines).
6 See National Energy Retail Law (Adoption) Regulation 2013, clause 10.
EAPA Delivery Guidelines – September 2017 4
7.4. You must also note that voucher limit/s have been exceeded and give the reason for exceeding the limits when entering the customer details into the online EAPA assessment tool. If at the time of your interview with the customer you do not have access to the online EAPA assessment tool, write your comments on the EAPA assessment form. Please ensure you enter the information from the EAPA assessment form into the online EAPA assessment tool as soon as practical after the customer has been assessed.
8. Steps required to issue vouchers
8.1. Once you have assessed a customer as eligible, access the online EAPA assessment tool via a secure login (desktop computer/laptop, tablet or mobile phone) and enter the following information:
EAPA Provider Name of energy retailer Bill type i.e. gas or electricity Customer’s last name Electricity or gas account number National Meter Identify (NMI) for electricity; Delivery Point Identifier or Meter Installation
Reference Number (DPI/MIRN) for gas Customer’s postcode Customer’s phone number (optional) Customer’s email (optional) Number of vouchers being issued Comments of the assessment
8.2. You will then be required to confirm the customer has read the Division of Energy, Water and Portfolio Strategy privacy statement (or you have read the statement to the customer) and you have answered ‘yes’ to all the questions in the Division of Energy, Water and Portfolio Strategy EAPA assessment form checklist.
8.3. If at the time of your interview with the customer you do not have access to the online EAPA assessment tool, you can complete the assessment by filling out the EAPA assessment form provided with these Guidelines. Note, EAPA Providers may use their own EAPA assessment form but any such form must include at a minimum all the information contained in the Division’s EAPA assessment form. Please ensure you enter the information shown on the EAPA assessment form into the online EAPA assessment tool as soon as practical after the customer assessment has been completed.
8.4. Customer information may be entered into the EAPA assessment tool by any person authorised to do so by the EAPA Provider.
8.5. Advise the customer of the outcome of the assessment. Make sure the customer understands that the information about the allocation of vouchers will be provided to the Division of Energy, Water and Portfolio Strategy.
8.6. Once the customer’s information is entered into the online EAPA assessment tool, provide the customer with their unique transaction number for confirmation. This can be written on the customer’s bill.
8.7. Advise the customer that the vouchers will be sent to the retailer directly and should be paid to the customer’s account within 5 business days.
EAPA Delivery Guidelines – September 2017 5
9. Cancelled Vouchers
9.1. A retailer may cancel some or all the vouchers in a transaction:
9.1.1. If one or more vouchers is going to place the account in credit the retailer will cancel the excess vouchers. The retailer is required to notify the customer when vouchers are cancelled to avoid placing the account in credit. The issuing EAPA Provider will also be able to see this information in the online EAPA assessment tool if the customer makes an enquiry.
9.1.2. If the retailer is not able to locate the customers’ account due to errors in the information provided by you through the online EAPA assessment tool, the entire transaction will be cancelled. In this circumstance the retailer WILL NOT be required to notify the customer. When an entire transaction is cancelled the person issuing vouchers will be notified by email and the information will be available to both the EAPA Provider Administrator and the person that issued the vouchers through the online EAPA assessment tool.
10. Managing your annual allocation of vouchers
10.1. The Division of Energy, Water and Portfolio Strategy will be monitoring voucher usage throughout the year and may also increase or decrease the number of vouchers allocated to an EAPA Provider. The Division of Energy, Water and Portfolio Strategy will advise the EAPA Provider Administrator of any changes to an allocation of vouchers.
10.2. The EAPA Provider may contact the Division of Energy, Water and Portfolio Strategy by email to request additional vouchers, including the reasons (e.g. increased demand). However any increase is not automatic as the Division of Energy, Water and Portfolio Strategy needs to manage and allocate vouchers efficiently and effectively within the budget available. The budget for EAPA is set by NSW Treasury and allocated to the Division of Energy, Water and Portfolio Strategy on a financial year basis.
11. Responsibilities of an EAPA Provider
11.1. In addition to assessing customers and processing vouchers in accordance with these guidelines, EAPA Providers must:
11.1.1. Appoint a competent EAPA Administrator who is responsible for ensuring these guidelines are met and that these guidelines take precedence where there is any inconsistency between these guidelines and any internal policies of the EAPA Provider;
11.1.2. Ensure all staff members, whether employed or volunteers, are made aware of these guidelines and the need to follow them strictly, particularly with regard to the prohibition on issuing vouchers to themselves, their friends or relatives;
11.1.3. Ensure the EAPA Administrator and staff participate in any EAPA training required by the Division of Energy, Water and Portfolio Strategy;
11.1.4. Contact the Division of Energy, Water and Portfolio Strategy immediately if you are aware that vouchers are being issued incorrectly. The Division of Energy, Water and Portfolio Strategy will track the use of the vouchers and may refer the suspected fraud to the police and/or the Independent Commission Against Corruption (ICAC);
11.1.5. Ensure the protection of customer privacy and confidentiality in accordance with all legal requirements;
11.1.6. Fully cooperate with any audit or investigation conducted by the Division of Energy, Water and Portfolio Strategy to ensure compliance with these guidelines; and
11.1.7. Maintain appropriate complaints handling policy and procedure, and upon request, submit this to the Division of Energy, Water and Portfolio Strategy for approval.
EAPA Delivery Guidelines – September 2017 6
12. Contacts
For EAPA related communications
The Division of Energy, Water and Portfolio Strategy
Attention: EAPA Scheme
Phone: 1300 729 867
Postal Address: Locked Bag 5123, PARRAMATTA NSW 2124
Email: [email protected]
Website: http://www.resourcesandenergy.nsw.gov.au/rebates
Energy and Water Ombudsman New South Wales (EWON)
Refer customer who are in dispute with their retailer.
Free call: 1800 246 545
Mobile phone users: Calls from a mobile phone may attract a fee. If you are calling from a mobile phone let EWON know and they will call you back.
Email: [email protected]
Website: www.ewon.com.au
Interpreter service: 131 450
National Relay Service: 133 677
Retailers
See the “My energy offers website at http://www.energymadeeasy.gov.au/
Other useful contacts
See Energy Assistance Guide and related Fact Sheets available at: www.resourcesandenergy.nsw.gov.au/energy-consumers/financial-assistance/energy-assistance-guide
AdditionalCopiesDesignated contacts of participating EAPA Providers can request
additional copies of the Guidelines from the Department.
Division of Energy, Water and Portfolio Strategy
LOCKED BAG 5123
PARRAMATTA NSW 2124
E: [email protected] T: 1300 729 867
Energy Accounts Payment Assistance
(EAPA)
Training Session
Training PowerPoint slidesEAPA Guidelines for EAPA ProvidersEAPA Assessment Form
Intr
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es (
i.e.
the
curr
ent
bill
char
ges
are
on a
res
iden
tial o
r ru
ral t
ariff
for
thei
r ho
me
elec
tric
ity a
nd/o
r na
tura
l gas
(en
ergy
) bi
ll);
AND
The
cust
omer
is c
urre
ntly
exp
erie
ncin
g fin
anci
al h
ards
hip
and
can
dem
onst
rate
the
y ar
e de
nyin
g ba
sic
need
s in
ord
erto
pay
an
ener
gy b
ill;
OR
do n
ot h
ave
enou
gh m
oney
to
pay
thei
r en
ergy
bill
and
as
a re
sult
they
may
fac
edi
scon
nect
ion;
OR
have
bee
n di
scon
nect
ed.
EAP
A G
uide
lines
Upd
ated
EAP
A G
uide
lines
for
EAPA
Pro
vide
rs a
reef
fect
ive
from
1 J
uly
2017
.Al
l vou
cher
s fr
om 0
1 Ju
ly 2
017
will
be
subm
itted
elec
tron
ical
ly t
hrou
ghth
e on
line
EAPA
ass
essm
ent
tool
.An
EAP
A as
sess
men
t fo
rm is
pro
vide
d w
ith t
hegu
idel
ines
.If
you
do
not
have
acc
ess
to t
he o
nlin
e EA
PAas
sess
men
t to
ol, y
ou m
ay c
ompl
ete
page
2 a
ndth
en e
nter
the
info
rmat
ion
into
the
onl
ine
EAPA
asse
ssm
ent
tool
as
soon
as
prac
tical
aft
er t
hecu
stom
er a
sses
smen
t ha
s be
en c
ompl
eted
.
How
man
y vo
uche
rs s
houl
d be
issu
ed?
The
max
imum
am
ount
of v
ouch
ers
that
can
be
issu
ed t
o an
ele
ctric
ity b
ill a
nd/o
r na
tura
lga
s(en
ergy
) bi
ll is
$50
0 (1
0 vo
uche
rs)
per
ener
gyfu
el p
er fi
nanc
ial y
ear
(1 J
uly
to 3
0 Ju
ne).
The
max
imum
am
ount
of v
ouch
ers
that
can
be
issu
ed fo
r an
y en
ergy
bil l
is $
250
(fiv
e vo
uche
rs)
per
ener
gy fu
el.
No
mor
e th
an t
wic
e pe
r fin
anci
al y
ear
per
ener
gyfu
el.
Whe
n a
cust
omer
has
an
elec
tric
ity a
ccou
ntan
d na
tura
l gas
acc
ount
the
y ca
n re
ceiv
e up
to
two
issu
es o
f vou
cher
s pe
r en
ergy
typ
e in
any
finan
cial
yea
r.
How
man
y vo
uche
rs s
houl
d be
issu
ed
cont
.Vo
uche
rs c
an o
nly
be u
sed
to p
ay f
or e
nerg
yus
age
and
ener
gy a
vaila
bilit
y.
Vouc
hers
can
not
be u
sed
to p
ay f
or a
ny o
ther
char
ges,
suc
h as
late
pay
men
t fe
es, d
isco
nnec
tion
fees
, rec
onne
ctio
n fe
es, s
peci
al m
eter
rea
ding
fees
, pur
chas
e of
app
lianc
es, e
tc.
The
amou
nt o
f vou
cher
s is
sued
sho
uld
not
put
the
ener
gy a
ccou
nt in
to c
red i
t.
Whe
n a
cust
omer
has
exc
eptio
nal c
ircum
stan
ces
plea
se r
efer
to
sect
ion
7 of
th e
se g
uide
lines
.
Late
pay
men
t fe
es w
aive
rs
NSW
legi
slat
ion
prev
ents
an
ener
gy r
etai
ler
from
char
ging
a la
te p
aym
ent
fee
to a
res
iden
tial
cust
omer
in c
erta
in c
ircum
stan
ces,
incl
udin
g w
hen:
–Vo
uche
rs a
re u
sed
to p
ay a
ny p
art
of t
he b
ill;
or–
The
reta
iler
is a
war
e th
at t
he c
usto
mer
isse
ekin
g EA
PA a
ssis
tanc
e fo
r th
at b
ill fr
om a
nEA
PA P
rovi
der.
See
Nat
iona
l Ene
rgy
Reta
il La
w (
Adop
tion)
Reg
ulat
ion
2013
, cla
use
10.
Wha
t ha
ppen
s w
hen
mor
e th
an o
ne
EAP
A P
rovi
der
issu
es v
ouch
ers
EAPA
can
be
issu
ed t
o a
cust
omer
up
to t
wo
times
per
ener
gy t
ype
for
thei
r ho
me
elec
tric
ity a
ccou
nt a
nd/o
rna
tura
l gas
acc
ount
in a
ny f
inan
cial
yea
r.W
hen
ente
ring
the
asse
ssm
ent
info
rmat
ion
into
the
onlin
e EA
PA a
sses
smen
t to
o l y
ou w
ill r
ecei
ve a
notif
icat
ion
that
the
cus
tom
er h
as p
revi
ousl
y re
ceiv
ed a
nal
loca
tion
of v
ouch
ers
twic
e in
the
cur
rent
fin
anci
al y
ear
for
that
acc
ount
.Yo
u ca
n is
sue
extr
a vo
uche
rs in
add
ition
to
thos
e is
sued
by a
noth
er E
APA
Prov
ider
, pl
ease
ref
er t
o se
ctio
n 7
ofth
e gu
idel
ines
reg
ardi
ng e
xcep
tiona
l circ
umst
ance
s. Y
ouar
e re
quire
d to
ent
er a
not
e in
the
com
men
ts f
ield
of
the
onlin
e EA
PA a
sses
smen
t to
ol o
r pr
ovid
e co
mm
ents
on
the
EAPA
ass
essm
ent
form
.
Exce
ptio
nal c
ircu
mst
ance
s In
som
e ex
cept
iona
l circ
umst
ance
s yo
u ca
n is
sue
anam
ount
of
EAPA
vou
cher
s th
at e
xcee
ds t
he n
orm
al li
mits
.
You
can
issu
e EA
PA v
ouch
ers
that
pre
vent
the
cus
tom
er’s
elec
tric
ity/g
as f
rom
bei
ng d
isco
nnec
ted
and
reco
nnec
t a
cust
omer
.
Nev
er is
sue
too
man
y vo
uche
rs t
hat
will
put
the
cus
tom
er’s
acco
unt
in c
redi
t.
You
mus
t al
so n
ote
that
the
vou
cher
lim
it/s
have
bee
nex
ceed
ed a
nd g
ive
the
reas
on f
or e
xcee
ding
the
lim
itsw
hen
ente
ring
the
cust
omer
det
ails
into
the
onl
ine
EAPA
asse
ssm
ent
tool
or
prov
ide
the
info
rmat
ion
on t
he E
APA
asse
ssm
ent
form
.
Step
s re
quir
ed t
o is
sue
vouc
hers
Onc
e yo
u ha
ve a
sses
sed
a cu
stom
er a
s el
igib
le a
nd t
he c
usto
mer
has
agre
ed t
o th
e pr
ivac
y st
atem
ent,
acc
ess
the
onlin
e EA
PA a
sses
smen
tto
ol v
ia a
sec
ure
logi
n (d
eskt
op c
ompu
ter,
lapt
op, t
able
t or
mob
ileph
one)
and
ent
er t
he b
elow
info
rmat
ion:
–EA
PA P
rovi
der
–N
ame
of e
nerg
y re
taile
r–
Bill
type
i.e.
gas
or
elec
tric
ity–
Cust
omer
’s la
st n
ame
–El
ectr
icity
or
gas
acco
unt
num
ber
–N
atio
nal M
eter
Ide
ntify
(N
MI)
/ D
eliv
ery
Poin
t Id
entif
ier
(DPI
)–
Cust
omer
’s p
rem
ise
addr
ess
post
code
–Cu
stom
er’s
pho
ne n
umbe
r (o
ptio
nal)
–Cu
stom
er’s
em
ail (
optio
nal)
–N
umbe
r of
vou
cher
s be
ing
issu
ed–
Com
men
ts o
f th
e as
sess
men
t
EAP
A A
sses
smen
t Fo
rmW
hen
asse
ssin
g a
cust
omer
thi
s fo
rm is
pro
vide
d w
ith t
he E
APA
Gui
delin
es t
o co
mpl
ete
the
asse
ssm
ent.
EAPA
Pro
vide
rs m
ay u
se t
heir
own
EAPA
ass
essm
ent
form
but
any
suc
hfo
rm m
ust
incl
ude,
at
a m
inim
um,
all t
he in
form
atio
n co
ntai
ned
in t
heD
epar
tmen
t’s E
APA
asse
ssm
ent
form
.
Whe
n yo
u do
n’t
have
acc
ess
to t
he o
nlin
e EA
PA a
sses
smen
t to
ol,
you
need
to
ensu
re y
ou e
nter
the
info
rmat
ion
show
n on
the
EAP
Aas
sess
men
t fo
rm in
to t
he o
nlin
e EA
PA a
sses
smen
t to
ol a
s so
on a
spr
actic
al a
fter
the
cus
tom
er a
sses
smen
t ha
s be
en c
ompl
eted
.
The
cust
omer
info
rmat
ion
may
be
ente
red
into
the
onl
ine
EAPA
asse
ssm
ent
tool
by
any
pers
on a
utho
rised
to
do s
o by
the
EAP
APr
ovid
er.
EAP
A O
nlin
e A
sses
smen
t To
ol
Acce
ss t
o th
e on
line
asse
ssm
ent
tool
is v
ia a
secu
re lo
gin
and
can
be a
cces
sed
via
a la
ptop
,de
skto
p co
mpu
ter,
sm
artp
hone
or
tabl
et.
Ente
r th
e cu
stom
er in
form
atio
n &
num
ber
ofvo
uche
rs is
sued
.Su
bmit
the
cust
omer
info
rmat
ion
and
prov
ide
the
cust
omer
with
the
ir un
ique
tra
nsac
tion
num
ber.
Advi
se t
he c
usto
mer
the
vou
cher
s w
ill b
e se
nt t
oth
e re
taile
r di
rect
ly a
nd s
houl
d ap
pear
on
thei
rac
coun
t w
ithin
5 b
usin
ess
days
.
EAP
A O
nlin
e A
sses
smen
t To
ol
Logi
ns
You
need
an
indi
vidu
al, a
ctiv
e em
ail a
ddre
ss t
o be
issu
ed a
logi
n.
Adm
inis
trat
ors
are
dete
rmin
ed b
y th
ose
who
are
rece
ivin
g th
e ph
ysic
al v
ouch
ers
now
and
who
are
the
prim
ary
cont
act
for
the
Dep
artm
ent
and
EAPA
sche
me.
Can
celle
d V
ouch
ers
Ifon
eor
mor
evo
uche
rsis
sued
will
plac
eth
eac
coun
tin
cred
it,th
ere
taile
rw
illca
ncel
the
exce
ssvo
uche
r/s.
The
reta
iler
notif
yth
ecu
stom
er.
Ifth
ere
taile
ris
not
able
tolo
cate
the
cust
omer
sac
coun
tby
the
info
rmat
ion
prov
ided
byyo
uth
roug
hth
eon
line
EAPA
asse
ssm
ent
tool
,the
entir
etr
ansa
ctio
nw
illbe
canc
elle
d.In
this
circ
umst
ance
the
reta
iler
WIL
LN
OT
bere
quire
dto
notif
yth
ecu
stom
er.
Ifth
ere
taile
rde
term
ines
the
entir
etr
ansa
ctio
nw
illbe
canc
elle
deg
. the
acco
unt
isa
busi
ness
acco
unt
and
not
onre
side
ntia
lor
rura
l tar
iffs
orth
eac
coun
tis
not
aN
SWre
side
ntia
lpre
mis
es,t
here
taile
rW
ILL
NO
Tbe
requ
ired
tono
tify
the
cust
omer
.
Man
agin
g yo
ur a
nnua
l allo
cati
on
of v
ouch
ers
The
Dep
artm
ent
will
be
mon
itorin
g vo
uche
r us
age
thro
ugho
ut t
he y
ear
and
may
incr
ease
or
decr
ease
the
num
ber
of v
ouch
ers
allo
cate
d to
an
EAPA
Prov
ider
. The
Dep
artm
ent
will
adv
ise
the
EAPA
Prov
ider
Adm
inis
trat
or o
f any
cha
nges
to
anal
loca
tion
of v
ouch
ers.
The
EAPA
Pro
vide
r m
ay c
onta
ct t
he D
epar
tmen
t by
emai
l to
requ
est
addi
tiona
l vou
cher
s, in
clud
ing
the
reas
ons
(e.g
. inc
reas
ed d
eman
d).
Res
pons
ibili
ties
of
an E
AP
A
Pro
vide
r
From
1 J
uly
2017
EAP
A Pr
ovid
ers
are
no lo
nger
requ
ired
to k
eep
thei
r EA
PA A
sses
smen
t Fo
rms
for
a pe
riod
of a
t le
ast
two
year
s.
EAPA
vou
cher
stu
bs a
nd a
sses
smen
t fo
rms
for
the
finan
cial
yea
r of
201
6/20
17 w
ill n
eed
to b
ere
tain
ed a
nd s
tore
d fo
r th
e 2
year
s fr
om t
he d
ate
of t
he a
sses
smen
t.
Ret
aile
r H
ards
hip
Pro
gram
sPr
otec
ts r
esid
entia
l cus
tom
ers
from
dis
conn
ectio
nan
d co
llect
ion
actio
n w
hen
the
cust
omer
is a
ctiv
ely
part
icip
atin
g in
the
har
dshi
p pr
ogra
m.
A re
side
ntia
l cus
tom
er w
ill b
e as
sign
ed a
nd/o
rsp
eak
dire
ctly
to
a tr
aine
d ha
rdsh
ip c
onsu
ltant
.
Prov
ides
res
iden
tial c
usto
mer
s ac
cess
to:
–pa
ymen
t pl
ans;
gov
ernm
ent
reba
tes;
Cen
trep
ay;
assi
stan
ce o
ptio
ns;
finan
cial
cou
nsel
lors
; an
den
ergy
eff
icie
ncy
info
rmat
ion.
Nat
iona
l Ene
rgy
Cus
tom
er F
ram
ewor
k (N
ECF)
lim
its
on d
ebts
and
dis
conn
ecti
onN
ECF
intr
oduc
es a
lega
l obl
igat
ion
on e
nerg
y re
taile
rs t
o su
ppor
tcu
stom
ers
who
are
exp
erie
ncin
g fin
anci
al d
iffic
ultie
s an
d ar
eun
able
to
pay
thei
r en
ergy
bill
s.
As a
min
imum
, if t
he e
nerg
y re
taile
r cu
stom
er in
form
s th
eir
ener
gy r
etai
ler
they
are
exp
erie
ncin
g fin
anci
al d
iffic
ultie
s, y
our
reta
iler
mus
t of
fer
you
a pa
ymen
t pl
an t
o m
ake
the
bill
paym
ents
mor
e m
anag
eabl
e.
If y
ou a
re a
har
dshi
p cu
stom
er o
r on
a p
aym
ent
plan
bec
ause
you
are
expe
rienc
ing
finan
cial
diff
icul
ties,
and
you
are
mee
tin
gth
e te
rms
of t
he p
lan,
you
can
not b
e di
scon
nect
ed.
Your
ene
rgy
reta
iler
is n
ot a
llow
ed t
o di
scon
nect
you
if y
our
hom
e is
reg
iste
red
as r
equi
ring
life-
supp
ort
equi
pmen
t.
EAP
A F
requ
entl
y A
sked
Que
stio
ns
Can
I a
cces
s th
e on
line
EAP
A a
sses
smen
t to
olu
sin
g a
smar
t ph
one,
tab
let
or a
des
ktop
com
pute
r?Ye
s, f
rom
1 J
uly
2017
if y
ou w
ork
or v
olun
teer
for
an
EAPA
Pro
vide
r t
he o
nlin
e EA
PA a
sses
smen
t to
ol w
ill
be a
cces
sibl
e vi
a a
secu
re lo
gin
on a
sm
art
phon
e,
tabl
et o
r a
desk
top
com
pute
r. T
he o
nlin
e EA
PA
asse
ssm
ent
tool
is v
ery
sim
ple
and
easy
to
use
and
you
do n
ot n
eed
spec
ial I
T sk
ills
or r
equi
rem
ents
.
A client seeks Assistance with energy bills.
EAPA user discusses options with client or refers client to
other possible services.
EAPA user conducts an assessment using the EAPA
Assessment paper form and submits for online
processing.
EAPA user - Is the client eligible for EAPA?
Digital EAPA Voucher Process Model
EAPA user – Is the client within the EAPA limit?
EAPA user applies credit to the clients’
energy bill.
Client can contact retailer within 5 days after application to confirm
credit is applied to bill.
Note:A “client” may contact the Society’s EAPA user through home visits, drop in centres, Energy roadshows, Society’s hub/centres, etc.
Note:“EAPA user” a member, volunteer or staff who attends to the client. The user may or may not have direct access to the EAPA online system. This person can create records, conduct assessment and apply credit.
EAPA user contacts retailer to stop disconnection/advise of emergency
payment assistance from SVDP. Is it an emergency case?
Does the EAPA user have access to EAPA Online System?
No
No
Yes
No
EAPA user conducts online EAPA Assessment.
EAPA user enters details in the EAPA Online
system
No
Yes
Yes
Yes