Energy Accounts Payment Assistance

(EAPA)

Training Session

CONTENTSx Training PowerPoint slidesx EAPA Guidelines for EAPA Providersx EAPA Assessment Form

Digital EAPA vouchers effective 01 July 2017

Introduction � What is the Energy Accounts Payment Assistance

(EAPA) Scheme?� Who is eligible for EAPA� The EAPA Guidelines� How many vouchers should be issued� Steps required to issue vouchers� EAPA assessment form� EAPA online assessment tool� Other rebate assistance� FAQs - Frequently asked questions

What is the Energy Accounts Payment Assistance (EAPA) Scheme?

EAPA is a NSW Government scheme designed to:

� Assist customers who are experiencing a financial crisisor emergency and need help to pay their homeelectricity and/or natural gas (energy) bills.

� Assist customers stay connected to essential energyservices, EAPA can help customers reconnect theirelectricity and/or natural gas utilities.

� Issues vouchers annually toEAPA Provider via online EAPA assessment tool

� Monitors usage and monitorscompliance

� Assess customers� Issues vouchers to

customers via online EAPA assessment tool

� Verifies and applies vouchers tocustomers’ accounts

� Claims reimbursement fromGovt

� Reimburses retailers� Monitors distribution

and compliance

EAPA

EAPA Operation

Customer

Retailers

NSW Government

EAPA Provider

� No action required by the customer� Vouchers are issued via the online EAPAassessment tool, a unique transaction code is

provided to the customer and vouchers are paid on the customer’s account within 5 business days

Who is eligible for EAPA? � An energy account holder with an authorised energy

retailer (i.e. the current bill is solely or jointly in his or hername); AND

� The energy account is for a NSW residential premises (i.e.the current bill charges are on a residential or rural tariff fortheir home electricity and/or natural gas (energy) bill); AND

� The customer is currently experiencing financial hardshipand can demonstrate they are denying basic needs in orderto pay an energy bill; OR do not have enough money topay their energy bill and as a result they may facedisconnection; OR have been disconnected.

EAPA Guidelines � Updated EAPA Guidelines for EAPA Providers are

effective from 1 July 2017.� All vouchers from 01 July 2017 will be submitted

electronically through the online EAPA assessmenttool.

� An EAPA assessment form is provided with theguidelines.

� If you do not have access to the online EAPAassessment tool, you may complete page 2 andthen enter the information into the online EAPAassessment tool as soon as practical after thecustomer assessment has been completed.

How many vouchers should be issued? � The maximum amount of vouchers that can be

issued to an electricity bill and/or naturalgas(energy) bill is $500 (10 vouchers) per energyfuel per financial year (1 July to 30 June).

� The maximum amount of vouchers that can beissued for any energy bill is $250 (five vouchers)per energy fuel.

� No more than twice per financial year per energyfuel. When a customer has an electricity accountand natural gas account they can receive up totwo issues of vouchers per energy type in anyfinancial year.

How many vouchers should be issued cont.

� Vouchers can only be used to pay for energyusage and energy availability.

� Vouchers cannot be used to pay for any othercharges, such as late payment fees, disconnectionfees, reconnection fees, special meter readingfees, purchase of appliances, etc.

� The amount of vouchers issued should not put theenergy account into credit.

� When a customer has exceptional circumstancesplease refer to section 7 of these guidelines.

Late payment fees waivers � NSW legislation prevents an energy retailer from

charging a late payment fee to a residentialcustomer in certain circumstances, including when:– Vouchers are used to pay any part of the bill; or– The retailer is aware that the customer is

seeking EAPA assistance for that bill from anEAPA Provider.

See National Energy Retail Law (Adoption) Regulation 2013, clause 10.

What happens when more than one EAPA Provider issues vouchers

� EAPA can be issued to a customer up to two times perenergy type for their home electricity account and/ornatural gas account in any financial year.

� When entering the assessment information into theonline EAPA assessment tool you will receive anotification that the customer has previously received anallocation of vouchers twice in the current financial yearfor that account.

� You can issue extra vouchers in addition to those issuedby another EAPA Provider, please refer to section 7 ofthe guidelines regarding exceptional circumstances. Youare required to enter a note in the comments field of theonline EAPA assessment tool or provide comments onthe EAPA assessment form.

Exceptional circumstances � In some exceptional circumstances you can issue an

amount of EAPA vouchers that exceeds the normal limits.

� You can issue EAPA vouchers that prevent the customer’selectricity/gas from being disconnected and reconnect acustomer.

� Never issue too many vouchers that will put the customer’saccount in credit.

� You must also note that the voucher limit/s have beenexceeded and give the reason for exceeding the limitswhen entering the customer details into the online EAPAassessment tool or provide the information on the EAPAassessment form.

Steps required to issue vouchers � Once you have assessed a customer as eligible and the customer has

agreed to the privacy statement, access the online EAPA assessmenttool via a secure login (desktop computer, laptop, tablet or mobilephone) and enter the below 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) / Delivery Point Identifier (DPI)– Customer’s premise address postcode– Customer’s phone number (optional)– Customer’s email (optional)– Number of vouchers being issued– Comments of the assessment

Mr John Smith S m St

S M S

NOTE: E

EAPA Assessment Form � When assessing a customer this form is provided with the EAPA

Guidelines to complete the assessment.

� EAPA Providers may use their own EAPA assessment form but any suchform must include, at a minimum, all the information contained in theDepartment’s EAPA assessment form.

� When you don’t have access to the online EAPA assessment tool, youneed to ensure you enter the information shown on the EAPAassessment form into the online EAPA assessment tool as soon aspractical after the customer assessment has been completed.

� The customer information may be entered into the online EAPAassessment tool by any person authorised to do so by the EAPAProvider.

EAPA Online Assessment Tool

� Access to the online assessment tool is via asecure login and can be accessed via a laptop,desktop computer, smartphone or tablet.

� Enter the customer information & number ofvouchers issued.

� Submit the customer information and provide thecustomer with their unique transaction number.

� Advise the customer the vouchers will be sent tothe retailer directly and should appear on theiraccount within 5 business days.

EAPA Online Assessment Tool Logins

� You need an individual, active email address to beissued a login.

� Administrators are determined by those who arereceiving the physical vouchers now and who arethe primary contact for the Department and EAPAscheme.

Cancelled Vouchers � If one or more vouchers issued will place the account in

credit, the retailer will cancel the excess voucher/s. Theretailer WILL notify the customer.

� If the retailer is not able to locate the customer's accountby the information provided by you through the onlineEAPA assessment tool, the entire transaction will becancelled. In this circumstance the retailer WILL NOT berequired to notify the customer.

� If the retailer determines the entire transaction will becancelled eg. the account is a business account and not onresidential or rural tariffs or the account is not a NSWresidential premises, the retailer WILL NOT be required tonotify the customer.

Managing your annual allocation of vouchers

� The Department will be monitoring voucher usagethroughout the year and may increase or decreasethe number of vouchers allocated to an EAPAProvider. The Department will advise the EAPAProvider Administrator of any changes to anallocation of vouchers.

� The EAPA Provider may contact the Department byemail to request additional vouchers, including thereasons (e.g. increased demand).

Responsibilities of an EAPA Provider

� From 1 July 2017 EAPA Providers are no longerrequired to keep their EAPA Assessment Forms fora period of at least two years.

� EAPA voucher stubs and assessment forms for thefinancial year of 2016/2017 will need to beretained and stored for the 2 years from the dateof the assessment.

Retailer Hardship Programs � Protects residential customers from disconnection

and collection action when the customer is activelyparticipating in the hardship program.

� A residential customer will be assigned and/orspeak directly to a trained hardship consultant.

� Provides residential customers access to:– payment plans; government rebates; Centrepay;

assistance options; financial counsellors; andenergy efficiency information.

National Energy Customer Framework (NECF) limits on debts and disconnection � NECF introduces a legal obligation on energy retailers to support

customers who are experiencing financial difficulties and areunable to pay their energy bills.

� As a minimum, if the energy retailer customer informs theirenergy retailer they are experiencing financial difficulties, yourretailer must offer you a payment plan to make the bill paymentsmore manageable.

� If you are a hardship customer or on a payment plan becauseyou are experiencing financial difficulties, and you are meetingthe terms of the plan, you cannot be disconnected.

� Your energy retailer is not allowed to disconnect you if yourhome is registered as requiring life-support equipment.

Contacts � EAPA related communicationsPhone: 1300 729 867Postal Address: Locked Bag 5123, PARRAMATTA NSW 2124Email: eapa.info@industry.nsw.gov.auWebsite: http://www.resourcesandenergy.nsw.gov.au/rebates

� Energy and Water Ombudsman New South Wales (EWON)Free call: 1800 246 545Email: complaints@ewon.com.auWebsite: www.ewon.com.au

� Interpreter service: 131 450

� National Relay Service: 133 677

� Service NSW: 13 77 88 - Obtain information about the EAPA scheme,including information about EAPA Providers

EAPA Frequently Asked Questions

� Can I access the online EAPA assessment toolusing a smart phone, tablet or a desktopcomputer?

Yes, from 1 July 2017 if you work or volunteer for an EAPA Provider the online EAPA assessment tool will be accessible via a secure login on a smart phone, tablet or a desktop computer. The online EAPA assessment tool is very simple and easy to use and you do not need special IT skills or requirements.

EAPA Frequently Asked Questions

� When will I have to start using the newEAPA Guidelines, online EAPA assessmenttool and/or assessment form?

From 1 July 2017.

� Will the voucher amount of $50 remain thesame?

The electronic system of vouchers will continue to use multiples of $50.00.

ENERGY ACCOUNTS

PAYMENT ASSISTANCE

(EAPA) SCHEME

GUIDELINES FOR EAPA PROVIDERS

EAPA A crisis scheme for NSW energy customers

In force on and from 1 July 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 when 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 – effective 1 July 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, Regulation 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, Regulation 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, Regulation and Portfolio Strategy.

1.4. The Division of Energy, Water, Regulation 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, Regulation 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, Regulation 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 – effective 1 July 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, Regulation 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 $500 (10 vouchers) per energy type. When a customer has an electricity and natural gas (energy) bill they can receive up to $500 (10 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 $250 (five vouchers) per type. When a customer has electricity and natural gas (energy) bills they can receive up to $250 (5 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 – effective 1 July 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, Regulation 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 – effective 1 July 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) / Delivery Point Identifier (DPI) • 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, Regulation 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, Regulation 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, Regulation 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 – effective 1 July 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, Regulation 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, Regulation 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, Regulation 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, Regulation 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, Regulation 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, Regulation and Portfolio Strategy;

11.1.4. Contact the Division of Energy, Water, Regulation and Portfolio Strategy immediately if you are aware that vouchers are being issued incorrectly. The Division of Energy, Water, Regulation 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, Regulation 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, Regulation and Portfolio Strategy for approval.

EAPA Delivery Guidelines – effective 1 July 2017 6

12. Contacts

• For EAPA related communications

The Division of Energy, Water, Regulation and Portfolio Strategy

Att: EAPA Scheme

Phone: 1300 729 867

Postal Address: Locked Bag 5123, PARRAMATTA NSW 2124

Email: eapa.info@industry.nsw.gov.au

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: complaints@ewon.com.au

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

Additional Copies Designated contacts of participating EAPA Providers can request for additional copies

of the Guidelines from the Department.

Division of Energy, Water, Regulation and Portfolio Strategy

LOCKED BAG 5123 PARRAMATTA NSW 2124

E: eapa.info@industry.nsw.gov.au T: 1300 729 867