Home Energy Emergency Assistance Scheme (HEEAS)

HEEAS
Home Energy Emergency Assistance
Scheme
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What is the Home Energy Emergency Assistance
Scheme (HEEAS)?
• HEEAS assists households experiencing a sudden or temporary financial
crisis and who are unable to pay their current energy bill and are at risk of
restriction or disconnection of supply.
• Assistance may be payable for outstanding electricity and/or reticulated
natural gas accounts or a combination of both.
• Assistance can only be provided once in any 12-month period and assistance
can only be provided for two consecutive years.
• The scheme is targeted as one-off emergency assistance, rather than
ongoing income support.

The Applicant
• This assistance is available to applicants:
– who hold a current concession card; or
– who are a part of their energy retailer’s hardship or payment plan
program; or
– whose base income is no more than the equivalent of the
Commonwealth maximum income rate for part age pensioners
(currently less than $1,485.80 per fortnight for singles and
$2,274.00 per fortnight for partnered couples).
• Applicants must also be:
– residing at their principal place of residence;
– financially responsible for the payment of the bill; and
– unable to pay their debt.

The role of the Energy Retailer
To provide accurate information to applicants regarding HEEAS. Once a
customer begins the HEEAS process, the energy retailer must:
• Suspend collection/disconnection action on the existing debt.
• Initiate the application by completing the details onto the HEEAS
mailbox website.
• Send an application form to the applicant/welfare agency with a prepaid
envelope.

The role of Non-Government Organisations (NGO)
• A NGO may encounter a customer experiencing difficulty in paying their
energy bill and contact the Energy Retailer on their behalf. In the first
instance, alternative payment arrangements including instalment/payment
plans should be considered.
• A NGO may discuss the customer’s circumstances with the Energy Retailer
and, if considered eligible, request an application be forwarded to the
customer. As part of the application process, the Energy Retailer may wish
to discuss a negotiable instalment arrangement to assist with payment of
future accounts.

The role of Concession Services Staff
• To provide accurate information and active support to the energy
retailers.
• To conduct assessments of applications, including any special cases
outside normal eligibility criteria.
• To inform energy retailers and applicants of the results of the
applications.
• To provide payment of successful grants.

Application Process
• The applicant contacts their energy retailer to discuss the
difficulties they are experiencing with their outstanding debt.
• The energy retailer discusses with the customer payment
options, including details of the company’s hardship program.
• When other payment options have been exhausted, a HEEAS
application can be sent to the customer if they meet the
eligibility criteria.

Customer contacts
energy retailer
regarding their
payment options
Customer in
Financial Crisis
Energy retailer
exhausts hardship
options and starts
HEEAS process

Eligibility Criteria
• Cost of rent or mortgage has increased to more than 30% of the
household income in the preceding 12 months.
• Energy costs have increased to more than 10% of the household
income in the preceding 12 months.
• High unexpected expenses on essential household items or medical
expenses or increased energy usage within the preceding 12 months.
• Substantial decrease in household income within the preceding 12
months.

Criteria 1: Cost of shelter has increased to more than
30% of the household income
• Assistance under this criterion will be limited to a maximum of six
months worth of usage, but not greater than the scheme’s general
cap.
• If the cost of shelter (rent, housing payments, etc.) has increased in
the past 12 months to more than 30% of the household income,
assistance will be considered.

Criteria 2: Cost of utility usage has increased to more
than 10% of the household income
• Assistance under this criterion will be limited to a maximum of six
months worth of usage, but not greater than the scheme’s general
cap.
• If the cost of electricity or gas usage has increased in the past 12
months to more than 10% of the household income, assistance will be
considered.

Criteria 3: High unexpected expenses on essential items
Expenses included in this category are:
• direct funeral expenses of an immediate family member. Associated
costs 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 or other essential household items;

Criteria 3: High unexpected expenses on essential items (contd.)
• substantial unexpected medical expenses not covered by Medicare.
Applicants or family members of the applicant suffering from a serious
chronic illness may be considered due to additional unexpected
expenses and associated costs;
• unexpected or unavoidable increase in energy usage.

Criteria 4: The household income has recently
decreased substantially
• Assistance will be provided if the household has had a decrease in
income due to loss of employment, relationship or family breakdown
or separation, household member moved out, illness, injury or
disability, child support payments late or ceased, or the death of a
family member, or other reason.
The decrease in income must:
• relate to the period in which the account paying difficulty has
occurred, and
• be within the 12 month period prior to the application being made.

Amount of Grant
• Assistance will be provided only once in a twelve-month period and may
cover electricity, reticulated natural gas or a combination of both and will
generally be limited to a maximum of six months worth of usage, but not
greater than the scheme’s general cap of $720 per client in that period.
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
• A HEEAS grant for a final bill will not be considered if the customer
has vacated the premises and is now being supplied by another
retailer or if the customer is at the same address but has changed
retailers.
• If the customer has moved to another address and is being supplied
by the same retailer, the balance can be transferred to the new
account and an application can be made.

Issues that may arise
• Customers may require additional time to complete and return the
application form. They can seek an extension through the energy
retailer or directly with Concession Services.
• Customers may want to apply for subsequent applications (within a 12
month period).
• Customers may appeal a decision.
– must be within 28 days from date of notification of decision

Contacts
Catherine McNaughton
Service Support Officer
(07) 3247 6202
Deborah Guy
Manager
(07) 324 79125