energy accounts payment assistance (eapa scheme...advise of special payment options. for details,...

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.

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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.


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.


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.


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.


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.


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

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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

1. EAPA SUMMARY SHEET DEcember 2017 new format2. 9-01-Assessing-Energy-Hardship-Final3. EAPA_Delivery_Guidelines_September_20174. EAPA Assessment Form5. Digital EAPA Instructions6. Final Digital EAPA Process Model v2Final Digital EAPA Process Model v2.vsdPage-1

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