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Energy Accounts Payment Assistance
(EAPA)
Training Session
Training PowerPoint slidesEAPA Guidelines for EAPA ProvidersEAPA Assessment Form
Intr
oduc
tion
Wha
t is
the
Ene
rgy
Acco
unts
Pay
men
t As
sist
ance
(EAP
A) S
chem
e?W
ho is
elig
ible
for
EAPA
The
EAPA
Gui
delin
esH
ow m
any
vouc
hers
sho
uld
be is
sued
Step
s re
quire
d to
issu
e vo
uche
rsEA
PA a
sses
smen
t fo
rmEA
PA o
nlin
e as
sess
men
t to
olO
ther
reb
ate
assi
stan
ceFA
Qs
- Fr
eque
ntly
ask
ed q
uest
ions
Wha
t is
the
Ene
rgy
Acc
ount
s P
aym
ent
Ass
ista
nce
(EA
PA
) Sc
hem
e?
EAPA
is a
NSW
Gov
ernm
ent
sche
me
desi
gned
to:
Assi
st c
usto
mer
s w
ho a
re e
xper
ienc
ing
a fin
anci
al c
risis
or e
mer
genc
y an
d ne
ed h
elp
to p
ay t
heir
hom
eel
ectr
icity
and
/or
natu
ral g
as (
ener
gy)
bills
.
Assi
st c
usto
mer
sst
ay c
onne
cted
to
esse
ntia
l ene
rgy
serv
ices
, EAP
A ca
n he
lp c
usto
mer
s re
conn
ect
thei
rel
ectr
icity
and
/or
natu
ral g
as u
tiliti
es.
Issu
es v
ouch
ers
annu
ally
to
EAPA
Pro
vide
r vi
a on
line
EAPA
ass
essm
ent
tool
Mon
itors
usa
ge a
nd m
onito
rsco
mpl
ianc
e
Asse
ss c
usto
mer
sIs
sues
vou
cher
s to
cust
omer
s vi
a on
line
EAPA
asse
ssm
ent
tool
Verif
ies
and
appl
ies
vouc
hers
to
cust
omer
s’ a
ccou
nts
Clai
ms
reim
burs
emen
t fr
omG
ovt
Reim
burs
es r
etai
lers
Mon
itors
dis
trib
utio
nan
d co
mpl
ianc
e
EAPA
EAP
A O
pera
tion
Cus
tom
er
Ret
aile
rs
NSW
Gov
ernm
ent
EAP
A P
rovi
der
No
actio
n re
quire
d by
the
cus
tom
erVo
uche
rs a
re is
sued
via
the
onl
ine
EAPA
asse
ssm
ent
tool
, a u
niqu
e tr
ansa
ctio
n co
de is
prov
ided
to
the
cust
omer
and
vou
cher
s ar
e pa
id
on t
he c
usto
mer
’s ac
coun
t w
ithin
5 b
usin
ess
days
Who
is e
ligib
le f
or E
AP
A?
An e
nerg
y ac
coun
t ho
lder
with
an
auth
oris
ed e
nerg
yre
taile
r (i.
e. t
he c
urre
nt b
illis
sol
ely
or jo
intly
in h
is o
r he
rna
me)
; AN
D
The
ener
gy a
ccou
nt is
for
a N
SW r
esid
entia
l pre
mis
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
.
