For community workers

Community workers report EAPA problems

In recent months many community workers have reported that the Energy Accounts Payment Assistance Scheme (EAPA) allocation is no longer sufficient to meet the needs of consumers facing rising utility bills.

Community workers provide assistance with EAPA vouchers, referrals to the Home Power Savings Program and arrange payment plans with utility providers, however, they report that they’re finding customers’ situations are becoming long term and that options for assistance are exhausted.

Community workers have raised the following EAPA issues:

  • Some retailers don’t have an Australia Post facility for payment. When vouchers have to be mailed to the retailer, processing is delayed considerably. This delay can land a customer in the disconnection cycle unnecessarily as the vouchers are valid for only 14 days from their date of issue. Please note: TRUenergy has advised they are now able to accept EAPA through Australia Post.
  • Shortage of EAPA across NSW in the third quarter of 2011. Community agencies need to return used booklets to the Energy branch of NSW Trade & Investment with a request for emergency  vouchers and should also contact the Department by phone to let them know of the shortage.

Please contact EWON on 1800 246 545 to report any problems with EAPA access and availability.

Updated: Energy Assistance Guide

NSW Trade & Investment has released an updated Energy Assistance Guide and updated fact sheets. The Guide has been developed for community welfare organisations, energy retailers’ customer hardship units and financial counsellors and is intended to provide a ‘one stop shop’ of information for assisting households manage their energy use.

The Guide outlines customer rights and billing information as well as details about what rebates and programs are available to assist with payment of energy bills.

The updated fact sheets contain short summaries of information in the Guide as well as details of where to go in the Guide to find out more. The latest Energy Assistance Guide and fact sheets are available online.

Download the guide and factsheets

Did you know EWON assists small business too?

EWON assists small business as well as residential customers with free, fair and independent resolution of complaints about all electricity and gas suppliers in New South Wales and some water suppliers.

We’ve increased awareness of EWON’s services among small business through NSW Fair Trading events, including Building Expos for tradespeople and builders as well as forums for real estate agents and landlords, motor dealers and traders and incorporated associations.

EWON Anti-Poverty Week Forum 2011

A major event on EWON’s community outreach calendar is our Anti-Poverty Week forum, focusing on essential services and affordability. Held in Campbelltown this year, the forum brought together 80 community workers, advocates and consumers to raise awareness about issues affecting consumers in financial hardship and to provide information about helping utility customers stay connected to essential services.

Clare Petre talked about energy and water challenges currently facing consumers. Speakers from AGL, Sydney Water and Origin Energy/ Integral Energy addressed the audience on hardship programs for customers and ways to reduce bills. Diane Carmody, Deputy  Ombudsman for the Telecommunications Industry Ombudsman, spoke about tips for managing mobile phones, internet services and landlines.

The forum also included an expo for attendees to meet and speak with stall holders from a range of agencies and services — such as NSW  Fair Trading, Legal Aid, Centrelink, Savers Plus, ASIC, Housing NSW, Campbelltown Council, the Aged-care Rights Service and the Home Power Savings Program — to access information and advice.

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