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9:52 AM (13 hours ago)
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Our reference: 258024
Mr
Dear Mr
I refer to your complaint regarding the disconnection of the electricity supply on 11 February 2016 at 3 McKay Street, Nowra NSW 2541.
I have spoken with Origin Energy and they have advised me that :
· the last payment of $69.22 was received on 4 March 2014
· your fortnightly consumption is $23.00
· a payment plan of $63.00 per fortnight will be accepted by Origin Energy ; this would cover the amount owing, as well as your current usage based on your consumption history
· disconnection and reconnection fees will be applied to your next bill
· the disconnection fee is $476.01 and the reconnection fee is $476.01 as a pole top disconnection took place
· to be reconnected you are required to pay 50% of the outstanding balance, which is $522.00
· you may contact Origin Energy directly on 13 24 61 to arrange the payment plan.
Please note if you do not make payment towards this account your electricity will remain disconnected.
Origin Energy has advised that as there will be no hold on your account, you may be at risk of further recovery action. This may occur if you do not act on this matter and/or establish a payment arrangement.
As I am not able to take any further action until you get in touch with me, I have closed EWON’s file for the time being. We can reopen this if you contact us again, however EWON may be limited in providing you with further assistance.
Customer Assistance Programs
If you do not consider that you can afford to enter into a standard payment plan there may be other options available to you.
Origin Energy has a customer assistance program that you may be eligible for. You may contact Origin Energy “Power on” Program to be assessed for eligibility for their program. This program is set up to assist you in managing your arrears and payments for ongoing usage.
To be accepted onto the customer assistance program Origin Energy may request that:
· you seek financial counselling in order to assess your capacity to pay before accepting you onto their customer hardship program
· you would need to contact Origin Energy to confirm the details of the financial counselling appointment including the date, time and location
· during your appointment, your financial counsellor should contact Origin Energy directly on13 24 61 to discuss a payment arrangement.
You can find details of financial counsellors in your area by going to www.fcan.com.au or by telephone 1300 914 408. Your local community agencies may also have financial counselling services on site.
If you are accepted and enter into a payment arrangement t on the program your plan will be reviewed regularly and you may be asked to increase your payments.
Assistance with payment of energy bills
Contact your retailer
If you are experiencing difficulties paying your bills, advise your electricity retailer as soon as possible. All retailers operate additional customer assistance programs to provide support to customers who are experiencing short or longer term financial difficulties They can discuss a payment arrangement that suits your financial situation. If you keep to an agreed plan, you will avoid late payment fees and will not have your supply disconnected.
Rebates and concessions
The NSW Government offers energy rebates to eligible customers. These include:
· the NSW Gas Rebate – applicable to gas accounts only
· the Family Energy Rebate
· the Medical Energy Rebate
· the Life Support Rebate
For further information, contact your retailer, or the Energy Information Line on 1300 136 888.
Energy Accounts Payment Assistance (EAPA)
Energy Accounts Payment Assistance (EAPA) vouchers worth $50.00 each is available for the payment of a current energy bill. These are intended as assistance in a crisis or emergency situation, and are distributed by community organisations. You need to apply to one of these organisations who will assess your individual circumstances. I confirm the following agencies in your area may be able to offer assistance:
Telephone: (02) 4422 0455
· Lifeline - 2/130 Junction Street Nowra 2541 NSW
Telephone: (02) 4421 5365
· St Vincent de Paul - 5 Berry Street Nowra 2541 NSW
Telephone: (02) 4421 0390
Help with saving energy
The NSW Office of Environment and Heritage offers a guide with simple steps you can take around your home to lower your power bills and reduce your impact on our environment. The guide is available to download at www.environment.nsw.gov.au/
The Australian Government website, www.yourenergysavings.gov.au also provides assistance with understanding your bills, advice on ways to reduce energy use and information on rebates and concessions. For more information on how to access no or low interest loans to purchase more energy efficient appliances contact the Department of Social Services Financial Management Program on 1300 653 227.
For your information I have enclosed a copy of our factsheet on help for energy and water customers.
Please contact EWON on Freecall 1800 246 545 or at complaints@ewon.com.au if you consider we can assist you further.
Yours sincerely
Stacy de Lange | Investigations Officer
Energy & Water Ombudsman NSW
Freecall: 1800 246 545 | Freefax: 1800 812 291
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