Home Energy Emergency Assistance Scheme

Home Energy Emergency Assistance Scheme (HEEAS) •

The scheme assists households who are experiencing financial crisis and are unable to pay their electricity and/or reticulated natural gas account.

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Assistance of up to $720 may be provided.

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Eligible households are entitled to the grant only once in a 12 month period and not for more than 2 consecutive years (i.e. after 2 consecutive years a 24 month period must elapse before an applicant may apply again).

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The scheme is targeted as one-off emergency assistance, rather than ongoing support for low income households.

Purpose of the scheme To assist when  an unexpected or unforeseen occurrence

Not to assist with × Low income and high costs of living(rent /food/ mobile phone etc.)

Does the application form need to be completed?  YES, assessment is based on information provided by the applicant on the application form. If the applicant does not complete the application form correctly, the application may be declined, delayed or returned.

The applicant This assistance is available to applicants:  who hold a current concession card; OR  who are registered under their Energy Retailer’s hardship or payment plan program with a commitment to a payment plan to manage future payment of energy usage; OR  whose base income is no more than the equivalent of the Commonwealth maximum fortnightly income rate for part age pensioners. Applicants must also be:  residing at their principal place of residence  financially responsible for the payment of the bill  unable to pay their debt

Application Process • The applicant contacts their energy retailer and identifies they cannot pay their utility bill. • The customer and energy retailer should discuss the available payment options and the company’s hardship program. • The energy retailer may identify that the person may meet the initial scheme eligibility. E.g. PCC/HCC, low income.

Continued... • The energy retailer should assess why the customer can’t pay their energy bill and if the reason falls within the scheme criteria (e.g. recent car repairs, loss of job). • The energy retailer should explain how the scheme operates and what is expected of the customer (e.g. fill in form). •

The energy retailer posts out the application form.

Delays in the process The process can be delayed when: • The applicant does not receive the form or fails to send it in. • The applicant does not provide enough information on the form to make an assessment. • Updated billing information is required for assessment.

Amount of Grant •

Assistance will be provided only once in any 12 month period and may cover electricity, reticulated natural gas or a combination of both and will generally be capped at $720 per client in that period.

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Assistance is normally limited to a maximum of six months worth of usage, but not greater than the scheme’s general cap.

The application may be unsuccessful because: • the applicant has sufficient income to pay the account without undue financial stress, or • the reason for the application does not fit the eligibility criteria for assistance, or • the applicant has been assisted previously within the last 12 months.

Final Bills Assistance with a final bill will not be considered if the customer has vacated the premises and is now residing at a new address; UNLESS: •

the customer has opened a new account with the energy retailer in their name at the new address; AND

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the balance owing from the finalised account has been transferred to the new account; AND

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the application is made at the new address with the new account number.

Eligibility Criteria

Eligibility Criteria – Circumstance must have occurred in last 12 months • Cost of shelter increased to over 30% of household income • Cost of utility increased to over 10% of household income • High unavoidable or unexpected expenses on essential items. • Substantial decrease in household income. • Other reason (fire, flood, domestic or family violence situation).

Housing costs increased to more than 30% of the household income Acceptable  Once off (not gradual).  Unexpected/unforseen increase.  E.g. a recent substantial rise in rent payments.

Not acceptable × If customer signed lease/took a mortgage at more than 30% originally, then not classed as “unforeseen”. × Customers in public (rents are normally capped around 25% of the household income.)

Energy costs increased to more than 10% of the household income Acceptable  Cost of energy usage has increased to more than 10% of the household income.  When the increase is due to a: • medical need • faulty appliance

Not acceptable × Increases due to billing issues. × When the customer has used more electricity due to heating, etc. × When the customer doesn’t know why the bill has increased.

High unexpected expenses

Examples of high unexpected expenses on essential items Expenses included in this category are:  direct funeral expenses of an immediate family member. Associated costs (such as travel/accommodation) will not be considered;  relocation expenses – includes removal costs, i.e. hire of truck or trailer. Rent arrears or bond will not be considered;  car repairs - standard regular car service/registration or insurance will not be considered. If the applicant needs to replace an essential vehicle, the costs may be considered;  purchase and repairs to a hot water service, refrigerator, washing machine, water pump or other essential household items;  substantial unexpected medical expenses not covered by Medicare/ health insurance (high travel costs to attend medical care over 500kms away may be considered).

High unexpected expenses Expenses not included in this category are: × Other household appliances e.g. microwave, TV, computer. × Expected expenses: × Bills – e.g. registration, phone bill, water bill, etc. × School expenses × Christmas × Rent bonds × Costs of someone moving into the household. × Medical expenses incurred by someone not in the household. × Travelling to see sick relative. × The cost of attending a funeral. × Income not enough to live on.

Decrease in income

A substantial decrease in household income

What is considered:  Loss of employment  Decrease hours of work  Relationship or family breakdown or separation  Late/ceased/decreased child maintenance payments  Loss of family member  Ceased or substantially decreased Centrelink payments

Decrease of income What is not considered: × Decreases of income that are not substantial (e.g. under $100). × Decreases of income that started over 12 months ago. × Centrelink payments that are decreased due to automatic deductions or imposed penalties. × Statements such as “Income not enough to live on”.

Other reasons  Natural or family disaster e.g. flood, fire, etc.  Leaving a domestic or family violence situation. If the applicant completes this section with a reason that should be in another category we will seek further information from the customer. These situations are case managed by Concession Services.

Handy hints •

Low income and high daily living expenses (rent /food/ mobile phone etc.) will not be favourably considered based on this reason alone. The customer must also have experienced an unexpected or unforeseen occurrence as listed on previous slides.

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To reiterate, this scheme is not to be viewed as “income support”.

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Comments such as “SPP, high rent, high bills” or “struggling customer on DSP”, “hardship, high bills” do not add value to the assessment process.

Our contacts Direct telephone number: (07) 3247 6204 Email:

[email protected]